Customer Assistant

7 months ago

Livingston, United Kingdom M&S Full time

**Key Accountabilities**

Customer Assistant

To deliver a great shopping experience for our customers, putting customers before task every time. Champion new ways of working within store through an open mindset and positive attitude. Complete tasks and processes that deliver 'best in town' standards. Serve and sell across all channels brilliantly well. Be the voice of our customer to help us continually improve

Proposed Work Pattern
- Wk1

Mon 0500-0900 Thur 0500-0900 Sat0500-0900

Wk2

Sun 0500-0900 Thur 0500 0900 Sat 0500 0900

All new starters will be expected to attend a Two-Day Induction. Please be aware, this may not be held in your base store.
- Unsocial Hours fall between 22:00 and 06:00. Working between these hours also incurs an additional payment.

**Key Capabilities**

Customer Assistant
To deliver a great shopping experience for our customers, putting customers before task every time. Champion new ways of working within store through an open mindset and positive attitude. Complete tasks and processes that deliver 'best in town' standards. Serve and sell across all channels brilliantly well. Be the voice of our customer to help us continually improve

Proposed Work Pattern
- Wk1
Mon 0500-0900 Thur 0500-0900 Sat0500-0900
Wk2
Sun 0500-0900 Thur 0500 0900 Sat 0500 0900

All new starters will be expected to attend a Two-Day Induction. Please be aware, this may not be held in your base store.
- Unsocial Hours fall between 22:00 and 06:00. Working between these hours also incurs an additional payment.

**Purpose**
- To deliver a great shopping experience for their customers, putting customers before task every time
- Champion new ways of working within stores through an open mindset and positive attitude
- Complete tasks and processes that deliver ‘best in town’ standards
- Serve and sell across all channels brilliantly well
- Be the voice of our customer to help us continually improve

**Key Accountabilities**
- Serve our customers efficiently and brilliantly well - on the shop floor and at service points
- Deliver ‘best in town’ standards through presentation standards, availability and keeping the store clean and tidy
- Skilled to utilise all digital tools and communication channels to do the job
- Share customer and colleague feedback to help us do things better
- Share knowledge and experience with colleagues to support others in building skill and confidence
- Own their own learning & development and proactively access digital learning solutions
- Know the daily sales targets, priorities, promotions & selling opportunities
- Have great product knowledge to sell and recommend our products and services
- Proactively engage with customers to understand their needs and make recommendations
- Understand the store priorities and their part to play
- Complete tasks with pace and in line with SOPs
- Minimise cost and waste through good process practice
- Follow safe and legal working practices

**Key Capabilities**
- Understands how M&S operates,it’sstrategy, future and the role they play
- Committed to delivering excellent work fast with great attention to detail
- Open to and acts on feedback, asking for this regularly
- Sets performance objectives for self in conjunction with line manager and in line with business plans
- Takes accountability for planning and managing own work efficiently to ensure objectives are met
- Is curious and asks questions to challenge the status quo - ask why the company does things the way it does things
- Effective at communicating their intentions to others; ensures communication is clear and simple
- In control of their own reactions and considers how to share their perspective to create better reaction for team
- Copes well with change and work challenges and recovers quickly from its impact
- Builds positive relationships by being a good listener and getting to know people by establishing a connection

**Technical Skills/ Experience**
- Contributing to store sales and cost control
- Work across the store to get things done right first time within timescales
- Comprehensive knowledge of customer shopping channels
- Good level of product knowledge and services across the store
- Up to date knowledge of the commercial operation and brilliant basics
- Understand customer needs and spot selling opportunities
- Adapting to change
- Good Knowledge of VM principles

**Key Relationships and Stakeholders**
- Customers
- Colleagues
- Store Leadership
- BIG

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