Customer Assistant
4 weeks ago
Summary
Customer Assistant - Service & Safety - 20 Hours - Princes StreetThis job role means we can't consider applications from anyone under the age of 18. This is to comply with the relevant health and safety legislation and to keep our colleagues safe in the workplace.
Example Work Pattern -
Week 1
Sunday 1200-1600
Monday 1700-2100
Tuesday 1700-2100
Friday 0900-1300
Saturday 0800-1200
Week 2
Monday 0900-1300
Wednesday 0900-1300
Thursday 1700-2100
Friday 0800-1200
Saturday 0800-1200
All the details
Customer Assistant - Service & Safety - 20 Hours - Princes Street
This job role means we can't consider applications from anyone under the age of 18. This is to comply with the relevant health and safety legislation and to keep our colleagues safe in the workplace.
Example Work Pattern -
Week 1
Sunday 1200-1600
Monday 1700-2100
Tuesday 1700-2100
Friday 0900-1300
Saturday 0800-1200
Week 2
Monday 0900-1300
Wednesday 0900-1300
Thursday 1700-2100
Friday 0800-1200
Saturday 0800-1200
All new starters will be expected to attend an Induction. Please be aware, this may not be held in your base store.
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
Store Management team
Store Colleagues
Operational Security Manager
Regional teams (RLPMs/RCOMs)
Store Detectives
SOC
Police
Local Networks
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