Customer Assistant

7 days ago

Perth, Perth and Kinross, United Kingdom Marks & Spencer Full time

Working Pattern

Week 1
Mon:
Fri:
Sat:

Week 2
Sun:
Tues:
Wed:
Thurs:

Purpose

Providing excellent customer service, to deter any dishonest customers who
enter the store. Support a safe and secure shopping environment as part of the wider
connected security strategy team. Promote a culture of colleague safety and security throughout the store. Deal with shoplifters strictly in line with M&S policy, staying safe and
reporting all incidents.

Key Accountability Clearly identified in SSA uniform to provide customers with a visible presence throughout their shopping
experience. Confidently welcome customers into the store and thank them when they leave with a smile and by making eye
contact, and able to use a range of greeting techniques known to deter opportunistic theft, Recognise and support the needs of customers who may require extra help and assistance for example those
with assistance dogs or any others who may need extra help to access our stores. Support a culture of service and safety by using the service & Safety Assistant framework of activities as agreed
with your line manager. Confident in the use of all M&S security equipment including Body Worn Cameras, and Personal Safety Devices. Be knowledgeable of the store opening times, layout, products, and sales.
Deal calmly and empathetically with people in a variety of retail circumstances, including confrontational
situations by adopting M&S techniques to avoid aggression and by using M&S security equipment such as Body
Worn Cameras when necessary. Respond to door alarms using excellent customer service skills, assisting them to resolve the situation as per our
standard operating procedures. Be a visible deterrent against violence, anti-social behaviour, targeted theft, till snatches and other criminal
activity. Identify and monitor suspicious persons, activity or theft and take appropriate customer engaging actions to
deter theft and aggression. Support the reporting of all security incidents in your store using the Auror incident reporting platform and SOC. Support managers issue and manage trespass notices – be aware of individuals subject to your stores trespass notices and Auror persons of interest.
Responsible for carrying store radio and other security devices where appropriate and engaging with police and
other security personnel to improve service to M&S, this may include crime partnership meetings, agreed
police meetings or 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 Flexible and trained to support other areas within the store only in exceptional circumstances (and not routinely)
i.e. fridge breakdowns or emergency support. Key Capabilities Being confident with an easily felt presence and friendly and natural personality is essential. Be an effective member of and work with the wider connected security team including SOC operatives, Store
Detectives and Store Protection Officers Strong communication skills with the ability to engage customers with ease Ability to remain focussed at greeting customers and deterring suspicious activity Have a natural empathy with our M&S brand and values, including service behaviours 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 security licensed, but good observation skills would be a benefit Everyone's Welcome

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.

If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.

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