Digital Channel Advisor

Job description

Job Description:

Summary

M&S is a leading retailer with a strong heritage of brand values, extraordinary colleagues and customers who want to see us succeed. The key to unlocking our future success is the commitment to our strong belief about how behaviour drives business goals and employee engagement.

Our M&S Colleague Services Support Centre, based in Salford Quays, have multiple teams who are responsible for providing HR support to our 80,000 colleagues across the business. We are now looking for a confident, adaptable and engaging person to join our Digital Channel Team. You will be delivering a high standard of advice, query resolution and administration activities to ensure an excellent experience for our colleagues.

What we are ideally looking for, is someone who will enjoy understanding the needs of our colleagues and take pride in tailoring a response personal to them.

You’ll be joining a newly formed team, so there’s a real opportunity to input your ideas as we digitalise our colleague journey. We have also recently been listed in ‘LinkedIn Top 20 Places to Work’ and the ‘Times Top 50 Workplaces for Women’.

About the role

Your key accountabilities will include:

·  Supporting colleague questions and queries regarding recruitment, payroll, contracts & references, system support, holidays, company bonus & benefits, and pensions through our digital channels
·  Check the quality and accuracy of own work, ensuing a high quality is consistently delivered within our targeted timeframes
·  Act as a Subject Matter Expert (SME) on the utilisation of digital channels within the Colleague Advisory Services
·  Suggest ideas to update, simplify, and enhance processes, procedures and services through our digital channels
·  Work collaboratively with the teams across our Colleague Support centre, ensuring non-routine queries are passed to the right areas for an efficient resolution
·  Produce templates and validate routine responses, reports and forms from our systems
·  Identify and drive personal development action planning
·  Manage daily interactions across social channels, utilising the appropriate tone of voice – you’ll be the face of our Colleague Services Support team!
·  Support the delivery of projects within the team, including the introduction of new digital channels
·  Our Colleague Services office is open to support Monday to Friday, 8am – 6pm. A full-time contract will see you working 37.5 hours a week and covering a rotating shift pattern (8am – 4pm, 9am – 5pm and 10am – 6pm). There will be a requirement for you to work some bank holidays, but these will be shared evenly with the rest of your team.
·  A full and comprehensive training plan will be provided for you to ensure you are set up for success before going live in the business

About you

Your skills and experience will include:

·  Experience using digital channels, including social media platforms and live chat within a professional environment
·  In-depth understanding of digital channels and the processes to utilise these most effectively
·  Able to communicate in a clear and simple way, with excellent spelling and grammar
·  A working knowledge of compliance with GDPR
·  Previously worked in a customer focussed environment
·  Curious about new technology and how companies interact with their customers
·  Can use Microsoft applications with ease
·  A proactive approach to problem solving
·  Confident managing complex queries and complaints
·  Ability to build rapport and show empathy through digital dialogue and able to adapt style of interaction
·  Confident working in an environment that can move very quickly
·  Ambitious and keen to develop a long-term career
·  Experience using HR systems (such as HRe, Peoplesoft, WCN and Penserver) would be really helpful for this role

Some of our fabulous benefits include 20% company discount (eligible upon joining). We operate a relaxed dress code and have a part-subsidised on-site deli. There are plenty of restaurants and bars nearby, with easy travel links by road, bus and Metrolink (our office is opposite the Harbour City tram stop).

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