Job Description

Overview Of The Role:

• The Customer Service Specialist plays a crucial role in delivering exceptional service to enhance the shopping experience within Marks & Spencer's retail division. By effectively handling customer inquiries and complaints, supervising team operations, and maintaining visual merchandising, the role ensures high standards are consistently met. Additionally, the specialist manages key services such as Bra Fit, Suit Fit, and Barista, and oversees cash handling and transactions, contributing to both operational excellence and customer satisfaction.

What You Will Do:
Customer Service and Complaint Resolution

• Provide professional and efficient customer service by addressing inquiries and resolving complaints in a timely and effective manner.
• Act as the first point of contact for escalated customer concerns, ensuring that all issues are resolved to the customer's satisfaction.
• Maintain a calm and positive attitude when handling difficult situations, demonstrating empathy and professionalism.

Supervise Daily Operations

• Collaborate with the Duty Manager to oversee daily department tasks.
• Coach and support the customer service team to meet performance goals.

Visual Merchandising Standards

• Ensure displays meet the company's visual merchandising guidelines.
• Regularly check the store's appearance to maintain high standards.

Cash Handling & Float Management

• Count and balance cash floats at the start and end of the day.
• Follow company policies to ensure accurate cash transactions.

Specialized Services Management

• Oversee services like Bra Fit, Suit Fit, and Barista to meet customer needs.
• Promote and ensure high-quality service in these specialized areas.

Skills Required