Customer Assistant

4 weeks ago


Glasgow, United Kingdom M&S Full time

**Summary**

Service and Safety Assistant

Contract start date: 17/03/2024

Contract end date: 25/05/2024

Work Pattern:
Week 1:
Sunday 11.00-19.00

Thursday 12.00-20.00

Friday 12.00-20.00

Saturday 11.00-19.00

Week 2:
Sunday 11.00-19.00

Thursday 12.00-20.00

Friday 12.00-20.00

Saturday 11.00-19.00

Proposed Induction Dates: Sunday 17th March and Monday 18th March at Braehead
**All the details**

**Contract start date**: 17/03/2024
**Contract end date**: 25/05/2024

**Work Pattern**:
**Week 1**:
**Sunday **11.00-19.00
**Thursday** 12.00-20.00
**Friday** 12.00-20.00
**Saturday** 11.00-19.00
**Week 2**:
**Sunday** 11.00-19.00
**Thursday** 12.00-20.00
**Friday** 12.00-20.00
**Saturday** 11.00-19.00

**Proposed Induction Dates**:Sunday 17th March and Monday 18th March at Braehead

**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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