Store Helpdesk Advisor - 4 month secondment

Acting as the central hub for store queries relating to Supply Chain and Logistics, the role delivers a responsive, high-quality service across call handling, email enquiries, store communications, reporting, project work and data analysis. Working closely with stores, sites and key stakeholders across the logistics network, the position manages day-to-day requests, gathers and analyses Helpdesk data, and shares insight to support effective service and operational decision-making.

The contracted hours for this position are 37.50 per week and the shift the role will work for the duration of the secondment is Monday to Friday from 8:00am to 16:00pm

NB To apply for this position as part of the application process you will be required to upload an up to date copy of your CV and complete some online questions which explore your motivation for applying and the experience you can bring to the role. Shortlisted candidates will then be invited to an onsite assessment

What you’ll do

Your key accountabilities will include:

• Resolve store queries within agreed service levels, responding directly to colleagues and escalating issues where necessary to ensure timely and effective resolution.
• Log calls and emails clearly and accurately using Helix, IRIS and Zendesk, enabling effective escalation, reporting and follow-up.
• Coach and support stores to use available tools and reporting effectively, helping to improve processes and reduce avoidable delivery queries.
• Provide stores with accurate and timely delivery updates, using systems and reporting to monitor weekly Helpdesk data and daily planning activity across the transport and distribution network.
• Build strong, collaborative relationships across Stores, Retail Operations, Supply Chain, Logistics and the Support Centre, delivering excellent customer service in line with M&S Culture and Behaviours.

Who you are

Your skills and experience will include:

• Strong customer service experience gained in a warehouse operations or retail store environment, ideally with knowledge of the M&S Transport and Warehouse Operations Network.
• Experience using call-logging software, with the ability to quickly learn M&S systems including CSSM, TMS JDA, IRIS and Zendesk.(Training will be provided on the systems used in the Helpdesk Team)
• Confident using Microsoft applications, including Excel, Power BI, Word, Teams and Outlook, with an awareness of Fashion, Home and Beauty operations.
• Excellent written and verbal communication, relationship-building and stakeholder management skills, with the confidence to balance different needs.
• Results-focused, organised and analytical, with strong attention to detail and the ability to manage multiple priorities, adapt to change and remain calm under pressure.

What’s in it for you?

Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We’re inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.

Here are just a few of the benefits that make working here even more rewarding:

• 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you’ve completed your probation
• Competitive holiday allowance with the option to buy more
• Strong pension and life assurance to help plan for the future
• Tailored induction and training to support your development from day one
• Exclusive perks and savings through our M&S Choices portal
• Market-leading family policies, including parental, adoption and neonatal leave
• 24/7 wellbeing support, including virtual GP access and mental health services
• One paid volunteer day a year to support a cause that matters to you

Everyone’s welcome

We are ambitious about the future of retail. We’re reinventing, innovating and leading the industry into a more conscientious, inspiring digital era. We’re redefining how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

#LI-ME1

#LI-Onsite