M&S Bank Work Experience - Chester

Job description

The M&S Bank - Chester Work Experience Programme has been designed to provide students with exposure to the retail banking sector. At M&S we are offering students with a variety of placements across our different business areas including:
· Collections
· Our Collections department manage and rehabilitate a range of products and accounts which have fallen into arrears.
· Complaints
· Service Recovery is a department within Customer Service, with the primary function of resolving customer complaints. We continuously look for every opportunity to enhance the customer experience. In order to reduce complaint numbers and to further help our customers we have developed our complaint handling structure and processes by removing duplication and unnecessary complexity, as well as by challenging procedures and policies. Through such action and by better understanding the root cause of complaints we have seen reductions in reopened complaints and have been able to resolve customer complaints much faster.
· Customer Contact Centre
· Working in our UK Contact Centre involves speaking to existing customers and helping them with their servicing enquiries and delivering an excellent service. It is all about taking personal ownership for our customers' issues, understanding their unique situations and reacting with efficiency, fairness and positivity to maintain our reputation and drive confidence in our products and services. The Contact Centre advisers also support their colleagues by coaching and guiding less experienced team members and identifying opportunities to improve our existing processes.
· Executive Office
· A chance to experience what it is like directly supporting the CEO of M&S Bank. No two days are the same within the Chief Executive Office support team, with work ranging from attending meetings, to helping to prepare for visits from important stakeholders.
· Learning and Development
· The role of the M&S Bank Training Officer is to work with the Learning and Development team and internal customers to design, deliver and evaluate training solutions for the business. We carry out all elements of learning; from training new starters to up-skilling existing employees, whilst also supporting personal development.
· Marketing / Customer Value Management
· This is an area which manages the end to end lifecycle of a product. From the creation and marketing of a new proposition, to ensuring that the customer is serviced in the correct way with the ultimate customer experience throughout the lifecycle of the product.
· Network Operations
· The Network Support Team are the Engine Room of our branch and satellites, providing daily support on Performance, Risk, Business Change, Operations, Communication and First Line Bureau support to name only a few. The team directly liaise with the Head of Network and Bureau, Heads of Region and Bank Managers providing them with a valuable resource to equip their teams for success.
· Savings & Investments
· The role of an Investment Assistant within Savings & Investments (Back Office) is to effectively process and administer customer instructions relating to Savings & investment products, adhering to industry regulations and departmental standards. Each individual is accountable for responding efficiently and competently to customer enquiries by post, telephone or Internet within service level and Treating Customers Fairly requirements. Also, within Savings and Investments we strive to continually challenge processes & procedures to enhance customer experience and support improved efficiency savings.
· Transformation
· The role of the Transformation Team is to transform M&S Bank into a truly digital organisation, ensuring our Customers find it easier to do business with us. We do this by co-ordinating and implementing transformation projects/ideas for change to ensure M&S Bank is simplified and automated across all of our banking products and customer contact channels. Our ultimate aim is to advocate, champion and support the business transformation strategy so that we make it easier for our people to deliver the banking experience our customers expect, build and maintain strong relationships and drive revenue growth and keep our costs low.

How to apply
Applications will close on 25 March 2018 . We encourage you to apply as soon as possible as applications may close earlier if all positions are filled. After the closing date, we will not accept any further applications.

The recruitment process will include completing an online application with eligibility questions, a short online assessment and final stage telephone interview. Please be advised that not every candidate will be invited for a telephone interview and that only top performing candidates will be selected for the final stage. We will then advise all applicants in April 2018 on the outcome.

The work experience placements are one week in your assigned location and will commence on one of the following dates: 04/06/2018, 11/06/2018, 18/06/2018, 25/06/2018, 02/07/2018 and 09/07/2018.

What you will need
Irrespective of your background or the subjects that you are studying, we would welcome your application, if you are considering a career in financial services after school or university.

Our only ask is that you are currently in full-time secondary, sixth form or college education.
University students and graduates are not eligible for this programme, but are welcome to submit an application to our undergraduate and graduate schemes.

Please also note that this role requires regular customer contact.

Where is the placement location?
If successful with your application, you agree to be assigned at our Chester offices. At this time, we are only able to offer placements at this location.

Desired profile

Qualifications :

To apply, you will need to be in full-time secondary, sixth form or college education and considering financial services as a career after school or university.

University undergraduates are in higher education and are not eligible for this programme.

Keyword: MANDSWE2018, HSBCWE2018