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Helpdesk Advisor Fixed Term

Posted: 5 Aug 2021 Closes: 2 Sep 2021
Castle Donington, United Kingdom Competitive + Benefits
Permanent & Full-time MAS_4781M

Job Description:

We now have a fantastic 6 month Fixed Term opportunity for a Helpdesk Advisor to join our Logistics team based at our Castle Donington Distribution Centre. This role will be required to deliver quality service to our stores and interacting with the Supply Chain Logistics network. Dealing with everyday queries from stores and managing requests from sites. You will be asked to gather data from calls which are logged through the helpdesk and feedback to the network.

Key responsibilities, amongst others, will include to: -
  • Ensuring all store queries are resolved within the agreed SLA by responding to calls directly from store staff and escalating queries where necessary
  • Logging calls and emails using Zendesk and ensuring this is done in a clear manner to allow for effective escalation and reporting
  • Coaching stores on how they can utilise available tools and reporting to reduce unnecessary calls relating to their delivery
  • Contacting and supporting stores with updates about any changes to deliveries, utilising MIS, Microlise and other appropriate systems to ensure that accurate and timely information is directed to stores
  • Using Zendesk to report on weekly Helpdesk data and daily planning activity within the Transport, M&S Holding Centres, RDC and NDC operations
  • Building strong relationships with key stakeholders: Stores, 3PL sites and Castle Donington, Retail Operations, Logistics Operations, Control Tower, A&R and Logistics Development
  • Working in partnership with the above stakeholders to ensure a collaborative approach to store service
  • Delivering great service to our customers, in line with the four key business values and going the extra mile to deliver results through sharing and collaborating ideas within the team and other stakeholders
To succeed in this role, you will have robust Customer Service experience gained within a Warehousing operations environment or retail stores, knowledge of M&S Transport and Warehouse Operations Network whole be an advantage but not essential. You will be results driven, confident using Microsoft Applications: Excel, Word and Outlook, highly organised with an eye for detail and able to prioritise multi tasks and remain calm under pressure. You will also be a great communicator who feels comfortable liaising and balancing the needs of stakeholders at all levels.

(Training will be provided on role specific systems)

Interested? Apply today!

Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact. We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process. Applicants with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation either by phone on 0345 300 3725
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