Service & Safety Assistant

2 weeks ago

Hamilton, United Kingdom M&S Full time

**Summary**

Service & Safety Advisor - Foods - 25 Hours

Permanent Position

Proposed/Example Work Pattern
- Week 1

Sunday 12.15 - 20.00

Wednesday 13.15 - 20.00

Thursday 13.15-20.00

Friday 13.15 - 20.00

Week 2

Wednesday 13.15 - 20.00

Thursday 13.15 - 20.00

Friday 13.15 - 20.00

Saturday 13.15 - 20.00

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

Age Restriction 18

**All the details**

**Service & Safety Advisor - Foods - 25 Hours**

**Permanent Position**

**Proposed/Example Work Pattern -**

**Week 1**
Sunday 12.15 - 20.00
Wednesday 13.15 - 20.00
Thursday 13.15-20.00
Friday 13.15 - 20.00
**Week 2**
Wednesday 13.15 - 20.00
Thursday 13.15 - 20.00
Friday 13.15 - 20.00
Saturday 13.15 - 20.00

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

**Age Restriction 18**

**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 HI com 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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