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# Store Helpdesk Advisor - 4 month secondment

- **Company:** Marks and Spencer plc (UK)
- **Location:** UK
- **Salary:** £27,419.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Word, Microsoft Excel, Data Analysis, Microsoft Outlook, Microsoft Software, Power BI, Data Logging, Zendesk
- **Published:** October 15, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5927183740

## About the Role

* 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.

## Description

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, * 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.