This role involves providing comprehensive customer support for M&S Bank's contact centre. Primary responsibilities include answering customer phone calls, helping customers with their banking needs, building rapport through active listening, and providing relevant solutions to their queries. The advisor will be responsible for handling customer inquiries, resolving complaints, maintaining and updating customer account details, and acting as a digital advocate to help customers understand and use digital banking platforms.
The ideal candidate must have excellent communication skills, both verbal and written, with a strong focus on customer experience. Required skills include active listening, empathy, problem-solving abilities, and resilience to handle difficult calls. The role demands proficiency in multitasking, staying organized, and self-motivation. Strong digital skills and the ability to learn quickly are essential. Candidates should be passionate about helping others and providing exceptional customer service, with the ability to take ownership of customer issues and suggest improvements to enhance customer experience.
M&S Bank offers an attractive compensation package including a competitive salary of £23,205, potential annual bonus, 25 days of holiday per year, and hybrid working arrangements (60% office, 40% remote). Additional benefits include a 20% M&S shopping discount, on-site Starbucks and gym, recognition programs, flexible benefits, pension options, access to mental health support, and opportunities for professional development through apprenticeship schemes. The role provides a supportive work environment that values diversity, inclusion, and personal growth.
