Capita extends £70m customer contract with Marks & Spencer

Capita said on Thursday that Marks & Spencer has extended its longstanding customer contact partnership with the outsourcer by a further five years.

The contract renewal and expansion, which is worth more than £70m, will begin in April and will see Capita continue to provide customer service support for marksandspencer.com across voice, online and webchat channels from its existing teams, including those based in Preston Brook in the UK.

The group will also extend its customer services support to M&S’s international online business.

Capita chief executive Jonathan Lewis 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."

Jo Moran, head of customer services at M&S, 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."

At 1000 GMT, Capita shares were up 2.6% to 398.50p.