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Customer Service Manager - Chester Support Centre

Company

Marks and Spencer

Location

United Kingdom, United Kingdom

Posted

July 10, 2026

Position Overview

What you will do: 

  • Lead, coach and develop a team of 12 Customer Advisers, driving performance, capability and engagement.
  • Deliver exceptional service recovery and achieve key customer targets (CSAT, service levels, FCR).
  • Resolve escalated and complex customer issues while minimising brand, reputational and commercial risk.
  • Monitor and improve quality and productivity through call listening, case reviews and KPI management.
  • Collaborate across teams and act as Duty Manager as needed, ensuring smooth operation in a hybrid working environment.

    • Who you are: 

  • A confident and inspiring leader with a passion for developing others.
  • A strong communicator who can adapt your message to different audiences.
  • Highly organised, with the ability to manage performance, prioritise workloads and drive results.
  • Someone who engages and motivates colleagues, creating a supportive and high‑performing envir...

    • Ready to Apply?

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