Service and Safety-customer Assistant

2 weeks ago


Canterbury Kent, United Kingdom MARKS&SPENCER Full time

Service & Safety Customer Assistant - Maybrook
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
Deal calmly and empathetically with people in a variety of retail circumstances, including confrontational situations
Be a visible deterrent against violence, anti-social behaviour, targeted theft, till snatches and criminal activity to support a safe shopping environment.
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
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
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
Be a visible deterrent against violence, anti-social behaviour, targeted theft, till snatches and criminal activity to support a safe shopping environment.
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
To have a natural empathy with our M&S brand and values, including service behaviours
Store Management team
Store Colleagues
Store Detectives
Local Networks



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