Customer Assistant

4 days ago

Taunton, United Kingdom Marks & Spencer Full time

Customer Assistant - Bureau - Taunton - Permanent Position - 25.25 hours
Work Pattern - Week 1
Sun-9.3-16.30
Wed 12-18.45
Thus 12-18.45
Fri 12-18.45
Week 2
Mon 12-18.45
Tues 12-18.45
Fri 12-18.45
Sat 11.45-18.45

**Bureau colleagues need to have a strong customer centric attitude ensuring that they always put the customer at the heart of every decision they make. They will also have good attention to detail, a reasonable level of mathematics ability and be confident to speak up when they believe something is wrong.**
**Main Responsibilities for a Bureau Colleague include**:

- **
Serve, educate and support our customers**:

- **
Act as the first line of defence for our business**
**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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