Marks & Spencer Customer Service Reviews | Glassdoor.co.uk

Glassdoor uses cookies to improve your site experience. By continuing, you agree to our use of cookies. OK | Learn More

Marks & Spencer Customer Service Reviews

Updated 10 October 2017
74 reviews

Filter

Filter

Customer Service

3.5
StarStarStarStarStar
Rating TrendsRating Trends
Recommend to a friend
Approve of CEO
Marks & Spencer Chief Executive Steve Rowe
Steve Rowe
18 Ratings

Employee Reviews

Sort: PopularRatingDate

Pros
  • Employees getting 20% staff discount (in 196 reviews)

  • Good company good pay and many more (in 98 reviews)

Cons
  • The company no longer pay much loved "double time" pay increase for working on a Sunday - unfortunately this has demoralised many members of staff (in 32 reviews)

  • Unless you have a good line manager who informs about workshops available on the M&S website which is hard to find on your own (in 68 reviews)

More Pros and Cons

  1. "Customer Assistant"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service in Edgware, England
    Current Employee - Customer Service in Edgware, England
    Recommends
    Positive Outlook
    No opinion of CEO

    I have been working at Marks & Spencer part-time (More than 3 years)

    Pros

    amazing company to work for, I'm now 19 and been there since I was 16, it was my first job and couldn't have asked fora better one.
    The pay is definitely the best thing.
    PAY - - - I have seen a lot of people reviewing the pay and it is just wrong. I work inside the M25 and M&S have just reviewed there pay scheme so ill break it down for you.
    when you start (no matter what age you are) the base pay in £9.45!
    once you are offered a permanent contract your base pay rises from £9.45 to £10.50 an hour and any hours you work as overtime is paid at £9.65.

    Cons

    progression is extremely slow and bias to younger people, saw people being progressed quicker than I was despite me knowing all there was to know and passing the relevant tests needed only because I was 17/18 at the time and hey weren't too keen on promoting teenagers in my experience and I have worked at 6 stores in 3 years.
    also overtime can usually be quite short and when there is overtime you can be sure that the people who are buddies with the managers and section co's will be getting the overtime first.

    Advice to Management

    get out the food office and onto the shop floor.


  2. "Experience"

    StarStarStarStarStar
    • Culture & Values
    • Comp & Benefits
    Former Employee - Customer Service in Kingston upon Thames, England
    Former Employee - Customer Service in Kingston upon Thames, England
    Recommends
    Positive Outlook

    I worked at Marks & Spencer part-time (More than a year)

    Pros

    employee discount
    good hours
    suitable for students

    Cons

    do not have any to mention


  3. "M&S Are still the Best"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service in Exmouth, England
    Current Employee - Customer Service in Exmouth, England
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Marks & Spencer part-time (More than a year)

    Pros

    Lovely place to work. lovely colleagues and my section manager Amy is incredible, we all respect her enormously. Good working hours and a continual variation of my Job role means time goes quickly and without an ounce of boredom.

    Cons

    My temp contract keeps getting renewed rather then giving me a perm one.

    Advice to Management

    You all work so hard, thanks for being so great to work for & with.


  4. Is this helpful? The community relies on everyone sharing – Add Anonymous Review


  5. "Dissatisfied"

    StarStarStarStarStar
    Former Employee - Customer Service Specialist in Torquay, England
    Former Employee - Customer Service Specialist in Torquay, England
    Doesn't Recommend
    Negative Outlook

    I worked at Marks & Spencer full-time (More than 10 years)

    Pros

    Staff Discount, not enough hours

    Cons

    Awful Store Management; If you follow company's policy - you are made to be the *Bad guy* then you are threatened by HR with sending the 'Heavies' to recover the so called over-payment of salary.

    Advice to Management

    M&S you have lost the plot!!!!


  6. "high demands from staff"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service in Glasgow, Scotland
    Current Employee - Customer Service in Glasgow, Scotland
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I have been working at Marks & Spencer full-time (More than 10 years)

    Pros

    mostly such a great team of people in stores

    Cons

    treated like crap by the company and some managers

    Advice to Management

    Don't demand respect without giving respect back andvalue your staff you get so much more out of them by respecting and treating them well.


  7. "Costumer service"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service in Royal Tunbridge Wells, England
    Former Employee - Customer Service in Royal Tunbridge Wells, England
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Marks & Spencer full-time (More than a year)

    Pros

    Good company to work for..managment are good and looking after their staff..good discount and clothing available through out your journey of employment

    Cons

    Discount on good food

    Advice to Management

    None


  8. "Customer Service Assistant Temp"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Contractor - Customer Service Assistant
    Current Contractor - Customer Service Assistant
    Recommends
    Positive Outlook
    No opinion of CEO

    I have been working at Marks & Spencer as a contractor

    Pros

    -Typically lots of extra hours available
    -Good hourly wage (in comparison to competitors)
    -Good promotions from within (most managers have been promoted from the customer assistant role to whatever their current position)

    Cons

    -Get judged based on number of customer feedback received (although this is based on the individual in some cases negative/no feedback cannot be helped)
    -Worked like a horse (Push as many hours on you as they can, not happy if you say no)


  9. "Not great"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Southampton, England
    Former Employee - Customer Service Representative in Southampton, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Marks & Spencer part-time (More than a year)

    Pros

    Staff discount. Uniform was ok.

    Cons

    Nasty coworkers and unpleasant environment. Lack of decision making from management. Excessively hot to work there sometimes.

    Advice to Management

    Address staff morale. Interact with staff more. Crackdown on bullying.


  10. Helpful (1)

    "Customer Assistant"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Assistant Customer Service Manager in Saint Andrews, Scotland
    Current Employee - Assistant Customer Service Manager in Saint Andrews, Scotland
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

    I have been working at Marks & Spencer part-time (More than a year)

    Pros

    - 20% discount
    - Employee are lovely
    - Support and care amongst staff towards one another is heartwarming.
    -End of year bonus
    - Well renowned brand
    - Living wage
    - time and a half on bank holidays

    Cons

    - Lack of training and development.
    - Temporary contracts are often not renewed without warning.
    - Managment promote their friends over qualified members of staff.
    - Bulling cuture.
    - Unprofessinal culture where it's acceptable for married managers to have affairs with customer assistants.
    - Ocasionaly rude customers.
    - Reluctance to give longer contracts than 12 hours.
    - Durning busy will put pressure on you to work over the legal limit and put staff in as offsite training to get around HR policies.

    Advice to Management

    It's key to have your staff on your side. Give better contracts. Promotions should be on merrit not favoristim. Training is key to delivering a good customer experience.


  11. "Customer Service Assistant"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service in London, England
    Former Employee - Customer Service in London, England
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I worked at Marks & Spencer full-time (Less than a year)

    Pros

    Working with generally good people, in a busy and lively retail store. Good support from colleagues and a good place to learn customer service techniques.

    Cons

    Very limited training about store policies regarding faulty goods return. Working practices need updating as most are ineffective.

    Advice to Management

    Often had a lack of staff and in order to make the store "lovely" the customer service desk was left empty and with one person having to run back and forth.