Customer Assistant

6 months ago

Edinburgh, United Kingdom M&S Full time

**Summary**

Customer Assistant - Service & Safety - 16 Hours - Morningside

This role focuses on deterring criminal activity in our stores, whilst still providing quality service to our customers. Previous experience of deterring theft or de-escalating situations is preferred.

Example Work Pattern
- Week 1: Sunday 10:00-14:00, Monday 18:00-22:00, Wednesday 06:00-10:00, Saturday 18:00-22:00

Week 2: Sunday 17:00-21:00, Tuesday 10:00-14:00, Thursday 18:00-22:00, Saturday 11:00-15:00

All new starters will be expected to attend an Induction. Please be aware, this may not be held in your base store.
**All the details**

**Customer Assistant - Service & Safety - 16 Hours - Morningside**
- **This role focuses on deterring criminal activity in our stores, whilst still providing quality service to our customers. Previous experience of deterring theft or de-escalating situations is preferred.**

Example Work Pattern
- **Week 1**: Sunday 10:00-14:00, Monday 18:00-22:00, Wednesday 06:00-10:00, Saturday 18:00-22:00
**Week 2**: Sunday 17:00-21:00, Tuesday 10:00-14:00, Thursday 18:00-22:00, Saturday 11:00-15:00

**All new starters will be expected to attend an Induction. Please be aware, this may not be held in your base store.**

**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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