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 Team are looking for confident, adaptable and engaging people to join our Colleague Services Support Centre in Salford Quays, to deliver a high standard in service, advice, query resolution and administration activities to ensure an excellent colleague experience.

About the role

Your key accountabilities will include:

·  Ability to keep up to date with system/technical developments impacting on Colleague Services
·  Utilise Skype Technology available including Live Chat and other functionality as it becomes available
·  Route complex, non-routine queries to appropriate areas for resolution
·  Liaise with colleagues to resolve queries and administer transactions via digital channels
·  Log interactions on CRM (Customer Relationship Management) system when appropriate
·  Check the quality and accuracy of own work
·  Deliver all work to required SLA’s, quality standards and in the M&S Way
·  Identify and drive personal development action planning
·  Administer core transactions following agreed processes and procedures to required SLA’s & quality standards.
·  Support the delivery of projects within the teams existing core service scope including introduction of new digital channels
·  Suggest ideas to update, simplify, and enhance processes, procedures and services through our digital channels.
·  Produce and validate routine responses, reports and forms from systems & templates
·  As applicable act as the SME on utilisation of digital channels in Colleague Advisory Services

About you

Your skills and experience will include:

·  Knowledge of relevant legislation & policies for team to ensure compliance
·  Understanding and compliance with GDPR
·  In depth understanding of digital channels and the processes to utilise these most effectively
·  Suggest ways to improve the usage of digital channels based on experience and colleague feedback
·  Knowledge of basic process improvement tools and techniques
·  Knowledge of Pay related processes and colleague impacts
·  Excellent attention to detail and proactive approach to problem solving
·  Good working knowledge of and ability to use relevant HR systems specific to department including HRe, Peoplesoft, WCN and Penserver
·  Fully conversant with Microsoft Office applications,
·  Experience of communicating using digital channels in a professional environment
·  Ability to build rapport through digital dialogue and adapt style of interaction