M&S Bank - Customer Contact Centre Advisor

Location:Cheshire West and Chester


M&S Bank Customer Contact Centre Advisor – Salary £17,536 (0000DXC2)

M&S Bank is like no other; it’s entirely designed around you, our valued customers and it is built on the values of Inspiration, Innovation, Being In-touch and, above all, Integrity. We don’t want to just delight you as a customer though…Let us also delight you as an employer; one you can trust, in a role that is varied and, whilst challenging, thoroughly rewarding.

Our Contact Centre is at the heart of our business, providing that critical first point of contact for our customers. We are responsible for a wide variety of customer services from setting up a new current account to dealing with lost and stolen credit cards, whilst considering customer needs and delivering the highest levels of customer satisfaction.

At M&S Bank, we invest in our people; we provide a comprehensive training programme which will be delivered over a six week period. Our rewards package offers an individually tailored benefit scheme which allows you to personally select benefits. These include a market leading pension scheme, five weeks holiday (excluding Bank and public holidays) and the option to buy five extra days. Plus not forgetting, 20% M&S discount and various recognition schemes that reward your contribution in different ways.

Your responsibilities will include:

  • Providing exceptional service through phone interactions with customers, focussing on resolving queries with an efficient, accurate, professional and courteous manner to create brand loyalty , exceeding customer expectation and enhancing customer experience
  • Maintaining and updating relevant customer account details using appropriate systems for M&S Bank products
  • Understanding and operating within regulatory requirements e.g. Data Protection, Money Laundering, Financial Conduct Authority (FCA) etc.
  • Translating credit policies to customers ensuring transparency and understanding