Position Overview & Specifications

Customer Assistant - Service and Safety

Working Pattern

Week 1:
Tuesday: 10:00 - 18:00
Wednesday: 10:00 - 18:00
Thursday: 10:00 - 18:00
Friday: 10:00 - 18:00
Saturday: 10:00 - 18:00

Week 2:
Tuesday: 10:00 - 18:00
Wednesday: 10:00 - 18:00
Thursday: 10:00 - 18:00
Friday: 10:00 - 18:00
Saturday: 10:00 - 18:00

Purpose

To deliver a great shopping experience for their customers, putting customers before task every time
Champion new ways of working within stores through an open mindset and positive attitude
Complete tasks and processes that deliver ‘best in town’ standards
Serve and sell across all channels brilliantly well
Be the voice of our customer to help us continually improve

Key Accountabilities and Measures

Clearly identified to provide customers with a visible presence at the beginning of their shopping journey
Confidently welcome customers to the store with a smile and by making eye contact, and use a range of greeting techniques known to deter theft from the store
Flexible and trained to support other areas within the store i.e. Foods, C&H, Operations

Be knowledgeable of the store, support key marketing messages, latest products and top questions (e.g. what time do you close?)
Assist customers in navigating the store, recognising when a customer needs help and provide the right level of support
Thank our customers for shopping with us when they exit
Deal calmly and empathetically with people in a variety of retail circumstances, including confrontational situations
Respond to door alarms in a sincere and apologetic manner, resolving any issues the customer may have

Be a visible deterrent against violence, anti-social behaviour, targeted theft, till snatches and criminal activity to support a safe shopping environment.
Identify and monitor suspicious persons, activity or theft and take appropriate customer engaging actions as required to deter
Ensure all incidents are reported through the M&S Incident reporting process either through the Hicom app (on the Honey well) or into the Security Operations Centre, and to the police where necessary
Ensure that persons served with a trespass notice do not re-enter the site
Responsible for carrying store radio and engaging with police and other security personnel to improve service to M&S, this may include crime partnership meetings, agreed police meetings, shop watch schemes

Apprehend external thieves (only if necessary) in line with business policy and only if all components of theft are seen
Report any incidents of known or suspected internal theft or malpractice

Key Skills

Being confident with an easily felt presence and friendly and natural personality is essential
Strong communication skills with the ability to engage customers with ease

Ability to remain focussed at greeting customers and deterring suspicious activity
To have a natural empathy with our M&S brand and values, including service behaviours
To be self-motivated, willing to improvise and suggest or try new approaches
Able to maintain high standards of appearance and uniform standards
No requirement to be licensed, but good observation skills would be a benefit

Key Relationships and Stakeholders