Service & Safety Customer Assistant - Wakefield

4 weeks ago


Wakefield West Yorkshire, United Kingdom Marks & Spencer Plc Full time

Service and Safety Assistant at Marks and Spencer Wakefield

Three vacancies with a range of work patterns from 12-30 hours a week

Vacancy 1

30 Hours per week

Sun 10:30-16:30 Mon 08:30 - 17:30 Thurs 08:30 -17:00 Sat 08:30 -17:30

Tues 08:30-17:30 Weds 08:30 -17:30 Thurs 08:30-17:30 Fri 12:00 - 17:30

Vacancy 2

20 Hours per week

Sun 11:00 -17:00 Tues 08:30 -16:00 Weds 08:30 -16:15

Mon 08:30 - 15:00 Fri 08:30 -14:30 Sat 08:30-17:30

Vacancy 3

12 Hours per week

Sun 10:30-16:30 Fri 08:30-15:15

Sun 10:30 -16:30 Sat 09:30-16:15

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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