Customer Resolution Advisor

Overview

In this role you resolve escalated customer issues through careful investigation, taking ownership to reach the right outcome. You will talk with customers by phone, gather information from stores, suppliers and teams, and craft clear, empathetic responses. The position sits in a high-volume, fast-paced environment where no two cases are the same, focusing on protecting the M&S brand and improving the customer experience. This role suits a curious, resilient problem-solver who communicates effectively under pressure.

Pay / Benefits

• 20% colleague discount
• competitive holiday allowance
• pension and life assurance
• induction and training
• wellbeing support
• volunteer day

Responsibilities

• Own complex and escalated customer complaints through to resolution, balancing pace and quality
• Investigate issues using information from multiple systems, teams and stakeholders to identify root causes and decide next steps
• Write clear, empathetic and accurate customer responses, including high-risk outcomes where judgement matters
• Collaborate with stores, suppliers, outsourced operations and wider teams to resolve issues and protect the brand
• Identify themes in complaints and share insights to improve processes, service and customer experience

Key requirements

• Strong written communication skills; ability to explain decisions professionally and empathetically
• Resilient and comfortable handling high volumes and frustrated customers
• Natural problem solver who can investigate details and make balanced calls within guidelines
• Ability to build effective relationships across teams and follow up with stakeholders
• Organised and digitally confident; manage multiple cases accurately

• empathy
• resilience
• problem solving
• collaboration
• organisational skills
• clear communication

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