Marks And Spencer Jobs Vacancies – Complaints Coordinator In Cambridge

Overview

Position Title: Complaints Coordinator

Company: Marks and Spencer

Location: Cambridge, UK

Job Description

We truly care about our colleagues and getting your work/life balance right and you’ll see this in our flexible approach and the attractive work patterns we offer. We offer a range of shifts to suit your needs – part time, full time, evenings, with only 1 in 3 weekends required. Perfect for the school run or making time for your wellbeing – talk to us, if it’s important to you, it’s important to us.

Responsibilities:

• Respond to customer queries by different channels such as telephone, e-mail, web chat
• Identifying potentially brand damaging situations and ensuring that relevant departments/individuals are engaged and consulted whilst issues are resolved
• Keeping your promise to the customer every time, with a goal of first-time resolution.
• Develop and maintain a strong level of knowledge regarding processes and policies
• Manage cases from opening to closing, ensuring customer satisfaction and a high level of attention throughout
• Working as part of a team of experts to support customers, stores, outsourced operations, and all areas of the M&S business – acting as a role model for service
• Providing accurate data, giving insight into the reasons for customer contact – this is instrumental in helping to influence business decisions
• Taking responsibility for resolving escalated customer queries and complaints working within specified guidelines
• Delivering exemplary quality standards when communicating with customers

Requirements:

• If you are passionate about delivering exceptional customer service to our customers, this could be the perfect role for you. The ideal candidate will provide excellent customer service by managing and resolving escalated complaints & queries to the highest efficiency and standards