Customer Assistant

In Store

Store

Richmond

Location

Richmond, Greater London

Contract type

Permanent

Position type

Part Time

Salary

£13.85 p/h

Closing date: 28th November 2025

How We Hire

Everyone is welcome at M&S. No exceptions. It's your background, abilities and differences that make you, uniquely you. And when you're part of M&S, that individuality has the potential to make waves.

About the role

This section tells you all you need to know about the position and its responsibilities, outlining everything we hope to see in a successful candidate.

Summary

Operations Assistant

All the details

Work Pattern

Monday

Tuesday

Saturday

Join our team at M&S as a Customer Assistant in Operations, where you'll play a vital role in keeping our store running smoothly behind the scenes. We're looking for hardworking individuals who take pride in ensuring our products are delivered, organised, and ready for our colleagues and customers.

You'll be responsible for accepting deliveries, unpacking goods, and preparing crates to ensure our shop floor is always fully stocked. Through your efficiency and agility, you'll help create a seamless shopping experience by keeping products available for our customers at all times.

At M&S, our operations team ensures our store runs like clockwork, so you'll need to be ready to roll up your sleeves and keep things moving.

Being digitally confident is essential. You'll use our in-store systems and tools to track deliveries, manage stock, and make sure our products are exactly where they need to be.

Being a team player is crucial. You'll work closely with colleagues from across the store to ensure a smooth operation, supporting your team and helping to create an inclusive environment.

Flexibility is also vital. You should be confident working across various operational tasks and be ready to adapt to the changing needs of the store.

Are you ready for it? Take your marks and get ready to apply.

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's 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
• Good level of digital capability and use of digital tools and applications
• Understand customer needs and spot selling opportunities
• Adapting to change
• Good Knowledge of VM principles

Key Relationships and Stakeholders

• Customers
• Colleagues
• Store Leadership
• BIG

Our Support
Mentorship

It's important to us that our new colleagues feel supported in their roles and can learn from each other. That's why we offer mentorship through our buddy system.

Flexible working

We're a 24/7 business and our working patterns adapt to our customers' needs. Worklife is our flexible working policy that gives colleagues the option for part-time working, a 4-day compressed week, or to job share if it's in the best interests of everyone.

Benefits
Wellbeing hub

Get access to resources to support your wellbeing, including a free virtual GP service.

Colleague Networks

We want you to feel supported, no matter what.

Cancer Network

Fostering a supportive and inclusive workplace culture, addressing stigma, providing guidance and raising awareness to empower and assist colleagues affected by cancer.

Health and Wellbeing Network

Providing a safe space for colleagues with all types of health conditions or disabilities and supporting with business initiatives to ensure our stores are truly accessible for our customers.

Forces Community Network

Supporting colleagues connected to the Armed Forces, aiding their transition to civilian life, and ensuring that they thrive in the workplace.

Gender Equality Network

Addressing gender-related challenges, raising awareness, and driving action to ensure equal opportunities for all.

Family & Carers Network

A support network for parents and carers, offering a space for colleagues to share experiences, exchange ideas, and access useful resources.

Culture and Heritage Network

Raising awareness of various religions and cultures through events and comms, to educate others and better represent our M&S colleagues and customers.

LGBTQ+ Network

Proactively representing LGBTQ+ issues and opportunities to deliver a truly inclusive place to work and shop for our colleagues and customers.

Menopause Network

Initiating and encouraging open conversations about menopause by offering support and sharing experiences.

How to Apply

Here's what to expect at each stage of the application process. This can change depending on the role you've applied to. If you need any reasonable adjustments made at any stage, let us know and we can help.

Send us your application

Fill in our short application form and hit submit.

Online assessment

We'll invite you to take part in an online assessment. This could be before or after your interview.

In-person assessment centre

We'll invite you to an in-person assessment centre or an interview. This process may differ depending on the role you've applied to.

Decision

After we've decided, we'll be in touch. If you've been successful, we'll officially invite you to join the team and let you know the next steps.

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