Customer Service Manager - Chester Support Centre

Marks and Spencer · United Kingdom, United Kingdom, United Kingdom

Location

United Kingdom

Job Type

Full time

Posted

July 10, 2026

Job Description

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...
        

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