Customer Assistant

6 months ago

Woking, United Kingdom M&S Full time

**Key Accountabilities**

Customer Assistant - Cafe

Work pattern:
Week 1

Sunday-1200-1600

Thursday 1100-1500

Week 2

Friday 1100-1500

Saturday 1100-1500

Purpose

To deliver a great shopping experience for our 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 Capabilities**

**Description**

**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 (Standard Operating Procedures)

Minimise cost and waste through good process practice

Follow safe and legal working practices

**Key Capabilities**

Understands how M&S operates, it is strategy, 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 (Business Involvement Group)

M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That is why we are revolutionising how we work and offering our most exciting opportunities yet. There has never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted, and admired by our colleagues, customers, and suppliers. Join us and make an immediate impact.

We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.

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