At M&S;, our customers contact us when something matters to them. As a Customer Resolution Advisor, you'll step in when a query or complaint has already been escalated and needs careful investigation, clear ownership and a thoughtful response. You’ll spend a significant amount of your time speaking with customers on the phone, understanding concerns, gathering information and helping to reach the right outcome.You’ll bring together information from customers, stores, suppliers and wider business teams to understand what has happened and help reach the right outcome. This is a high-volume, fast-paced role where no two cases are the same. It will suit someone who enjoys problem solving, writing clear customer responses and staying calm when conversations are sensitive or complex.If you’re looking for a quiet role with simple, scripted enquiries, this probably won’t be the right fit. But if you’re resilient, curious and motivated by doing the right thing for customers, we’d love to hear from you.Due to high interest, this role may close earlier than advertised.



We recommend applying as soon as possible.What you’ll doYour key accountabilities will include:• Take ownership of complex and escalated customer complaints through to resolution, keeping customers informed and balancing pace with quality.• Investigate customer issues using information from multiple systems, teams and stakeholders to understand root causes and agree the right next step.• Write clear, empathetic and accurate customer responses, including sensitive or high-risk complaint outcomes where judgement matters.• Work closely with stores, suppliers, outsourced operations and wider business teams to resolve customer issues and protect the M&S; brand.• Spot themes in complaints and customer feedback, sharing insight that helps improve processes, service and the customer experience.Who you areYour skills and experience will include:• You have strong written communication skills and can explain decisions clearl

📌 Customer Resolutions Advisor (España)
🏢 Marks & Spencer
📍 España