Marks and Spencer (M&S) is one of the UK’s most iconic retailers, renowned for its quality products and excellent customer service. Working at M&S offers diverse career opportunities across retail, management, logistics, and head office roles. Each role is critical to the company’s success and provides competitive salaries reflecting responsibilities.
For example, a Retail Sales Assistant earns around £10-£12 per hour and plays a vital role in ensuring customers receive a seamless shopping experience. Department Managers earn between £28,000 and £35,000 annually, overseeing staff and store performance. Head office roles such as Marketing Analysts or Supply Chain Coordinators can earn £30,000–£45,000 annually, driving strategic decisions. Understanding the importance of each role allows candidates to tailor their responses during interviews effectively, showing both knowledge and enthusiasm for the company.
As a career coach with over 25 years’ experience, I, Jerry Frempong, know that preparation is the key to success. In this post, we’ll explore 30 common Marks and Spencer interview questions and answers, covering everything from simple opening questions to competency-based STAR model examples, as well as ending questions, do’s and don’ts, and tips for excelling in any interview. You’ll also find useful guidance for interview training, interview coaching online, and job interview preparation sprinkled throughout to boost your confidence.
Simple Opening Interview Questions and Answers
1. Tell me about yourself
This is often the first question in any M&S interview. Keep it concise, positive, and relevant. Focus on your experience, skills, and what you bring to the role.
Answer Example: “I have three years’ experience in retail, including customer service and stock management. I’m passionate about creating a positive shopping experience and working with a team to achieve targets. I admire M&S for its commitment to quality and customer satisfaction, and I’d love to contribute to that ethos.”
2. Why do you want to work at Marks and Spencer?
Demonstrate that you’ve researched the company and align with its values.
Answer Example: “I admire M&S’s dedication to quality and sustainability. I enjoy helping customers find products that suit their needs and believe my experience in retail makes me a perfect fit for this role.”
3. What are your strengths?
Choose strengths relevant to the role.
Answer Example: “I am highly organised, work well under pressure, and thrive in team environments. These qualities help me provide excellent service and meet sales targets consistently.”
4. What are your weaknesses?
Be honest but show improvement efforts.
Answer Example: “I sometimes take on too much at once, but I’ve been improving by prioritising tasks and using checklists to stay on track.”
5. How would your previous colleagues describe you?
Answer Example: “They would describe me as reliable, approachable, and someone who always goes the extra mile to help customers and colleagues.”
Competency-Based Interview Questions Using the STAR Model
The STAR model (Situation, Task, Action, Result) is key in M&S interviews. It helps structure responses to competency questions.
6. Describe a time you handled a difficult customer
Answer Example:
Situation: A customer was unhappy with a product.
Task: Resolve the complaint efficiently and maintain satisfaction.
Action: I listened actively, empathised with their concern, and offered an alternative solution.
Result: The customer left satisfied and praised the service, returning later as a loyal customer.
7. Tell me about a time you worked in a team to achieve a goal
Answer Example:
Situation: Our store needed to increase sales for a seasonal promotion.
Task: Collaborate with colleagues to drive sales.
Action: I suggested a team rota to ensure coverage during peak hours and motivated colleagues to upsell products.
Result: Sales increased by 15% over the promotion period.
8. Give an example of when you had to meet a tight deadline
Answer Example:
Situation: Stock delivery arrived late before a busy weekend.
Task: Ensure shelves were stocked on time.
Action: I reorganised tasks with the team and stayed an extra hour to complete the work.
Result: All products were available on time, and sales targets were met.
9. Describe a time when you went above and beyond for a customer
Answer Example:
Situation: A customer needed a specific product that was out of stock.
Task: Help them find a solution.
Action: I contacted nearby stores and arranged for the product to be delivered to their home.
Result: The customer was delighted and left a positive review for the store.
10. Tell me about a time you solved a problem at work
Answer Example:
Situation: The till system crashed during a busy period.
Task: Minimise disruption for customers.
Action: I quickly informed the manager, manually processed transactions, and reassured waiting customers.
Result: Minimal delay and no complaints.
Role-Specific Questions and Answers
Retail Sales Assistant
11. How would you handle a shoplifter?
Answer Example: “I would follow store protocol, notify a manager, and ensure the situation is handled safely and discreetly without confrontation.”
12. How do you keep up with product knowledge?
Answer Example: “I regularly read product updates, attend briefings, and ask questions to ensure I provide accurate information to customers.”
13. How do you prioritise tasks during busy periods?
Answer Example: “I assess urgent tasks first, delegate where possible, and stay organised with checklists to ensure nothing is overlooked.”
Department Manager
14. How would you motivate your team?
Answer Example: “I recognise achievements, provide constructive feedback, and set clear goals. Celebrating successes boosts morale and productivity.”
15. How do you handle underperforming staff?
Answer Example: “I would provide coaching, set clear improvement plans, and monitor progress while maintaining open communication.”
16. How do you plan and manage stock efficiently?
Answer Example: “I analyse sales trends, maintain accurate records, and liaise with suppliers to ensure stock levels meet demand without excess.”
Head Office Roles
17. How do you approach data analysis?
Answer Example: “I focus on trends, create clear visual reports, and provide actionable recommendations to support business decisions.”
18. Tell me about a successful project you managed
Answer Example: “I led a marketing campaign from planning to execution, coordinating teams and monitoring KPIs. The campaign exceeded its engagement target by 20%.”
19. How do you manage competing priorities?
Answer Example: “I evaluate urgency and importance, create a structured plan, and communicate deadlines clearly to stakeholders.”
Customer Service Roles
20. How would you handle an angry customer online?
Answer Example: “I remain calm, empathise with their concerns, offer solutions promptly, and escalate if necessary, always keeping a professional tone.”
21. Can you give an example of delivering exceptional service?
Answer Example: “I once helped a customer organise a special order for a family event, following up to ensure delivery and satisfaction. They left very positive feedback.”
22. How do you manage repetitive tasks while staying motivated?
Answer Example: “I set mini-goals, track progress, and remind myself of the bigger purpose: providing excellent service to every customer.”
Behavioural Questions
23. Tell me about a time you had a conflict with a colleague
Answer Example: “I listened to their perspective, discussed solutions calmly, and we agreed on a compromise that improved teamwork and productivity.”
24. Give an example of when you had to adapt to change
Answer Example: “When our store introduced a new POS system, I quickly learned the software, trained colleagues, and helped customers adjust seamlessly.”
25. How do you ensure accuracy in your work?
Answer Example: “I double-check details, follow procedures carefully, and maintain focus even during busy periods.”
Situational Questions
26. What would you do if a colleague wasn’t following health and safety procedures?
Answer Example: “I would politely remind them of the procedures and inform a manager if necessary, ensuring safety is maintained.”
27. How would you react to unexpected busy periods?
Answer Example: “I would stay calm, prioritise tasks, help colleagues where needed, and maintain excellent customer service.”
28. How would you upsell a product to a customer?
Answer Example: “I would understand their needs, suggest complementary products, and highlight benefits without being pushy.”
29. How do you ensure excellent team communication?
Answer Example: “I hold regular briefings, encourage feedback, and use clear instructions to ensure everyone is informed.”
30. What do you do to maintain personal development?
Answer Example: “I seek feedback, attend training sessions, and set personal learning goals to continuously improve skills.”
Ending Questions and Interview Tips
Do’s:
Be confident and polite.
Research M&S values and culture.
Use STAR for competency questions.
Show enthusiasm for the role.
Dress appropriately.
Don’ts:
Speak negatively about previous employers.
Over-exaggerate skills.
Interrupt the interviewer.
Ignore the importance of company values.
Final Encouragement
Remember, preparation is everything. Practising these job interview preparation techniques, understanding each role, and using STAR examples will give you a strong advantage. Interviewers at Marks and Spencer want to see passion, reliability, and problem-solving skills. With proper interview training and guidance from an interview coach, you can enter the room with confidence and make a lasting impression.
For personalised guidance, consider interview coaching online to practice real scenarios, refine your answers, and increase your chances of success. Book a session today and take the next step toward securing your dream job at Marks and Spencer.
