Service & Safety Customer Assistant

2 weeks ago

Bury St, Suffolk, United Kingdom Marks & Spencer Full time

Contract Type:
Permanent

Contacted Hours - 37.5
**Work Pattern:
- **
1 Week Rota

Sun 9:30-16:00

Mon 09:00-18:00

Tue 09:00-18:00

Wed

Thurs

Fri 09:00-18:00

Sat 10:00-18:00

Job purpose - Engage customers with a visible presence at the beginning and end of their shopping

experience in M&S in a welcoming and confident manner.
-
Use a range of greeting techniques to enhance the customer's journey when in our

stores and to deter criminal activity from the store when required.
-
Creating a safe shopping environment through the adoption of a range of de escalation techniques to mitigate aggression and confrontational situations:


  • Adopt business policy when dealing with criminals

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, antisocial 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 reenter 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 selfmotivated, 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
M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That's why we're revolutionising how we work and offering our most exciting opportunities yet. There's never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact.


We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.

Bury St Edmunds, SUFFOLK, ENGLAND;
Bury St Edmunds

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