Customer Assistant

4 days ago

WHITSTABLE, United Kingdom MARKS&SPENCER Full time
Key Accountabilities and Measures
 Clearly identified to provide customers with a visible presence at the beginning of their shopping journeyConfidently 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 storeFlexible and trained to support other areas within the store i.e. Foods, C&H, OperationsBe 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 supportThank our customers for shopping with us when they exitDeal calmly and empathetically with people in a variety of retail circumstances, including confrontational situationsRespond to door alarms in a sincere and apologetic manner, resolving any issues the customer may haveBe 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 deterEnsure 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 necessaryEnsure that persons served with a trespass notice do not re-enter the siteResponsible 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 schemesApprehend external thieves (only if necessary) in line with business policy and only if all components of theft are seenReport any incidents of known or suspected internal theft or malpracticeKey Skills
 Being confident with an easily felt presence and friendly and natural personality is essentialStrong communication skills with the ability to engage customers with easeAbility to remain focussed at greeting customers and deterring suspicious activityTo have a natural empathy with our M&S brand and values, including service behavioursTo be self-motivated, willing to improvise and suggest or try new approachesAble to maintain high standards of appearance and uniform standardsNo requirement to be licensed, but good observation skills would be a benefitKey Relationships and Stakeholders
 Store Management teamStore ColleaguesOperational Security ManagerRegional teams (RLPMs/RCOMs)Store DetectivesSOCPoliceLocal Networks

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