Capita extends partnership with M&S

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Capita Customer Management 18th January 2018 3 minute read

Capita extends partnership with M&S

We are delighted to announce that Marks & Spencer have chosen to extend their longstanding digital customer contact partnership with Capita by a further five years. The contract renewal and expansion will commence in April 2018 and is worth c. £70m over the contract term.

We will continue to provide quality customer service support for marksandspencer.com across voice, online and webchat channels from our existing award-winning teams.

As part of the new agreement, Capita will also extend our customer service support to M&S’s international online business in markets including the US, Australia and France.

Jo Moran, Head of Customer Service, Marks & Spencer said: “Over the last 15 years Capita has helped us put the customer at the heart of everything we do. Consolidating customer support to Capita will provide greater synergies between M&S’s UK and international online operations, and offer customers a consistent customer experience wherever they shop M&S.”

Jonathan Lewis, Chief Executive Officer, Capita plc, said: “Marks & Spencer’s extension and expansion of its partnership with us is testament to the strength of our longstanding relationship and our consistent delivery of high quality services rightly associated with this brand. Key to the success of the partnership has been our ability to be fully immersed in the organisation’s brand values ensuring that the customer is always at the heart of service delivery, regardless of the channel of contact.”

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