Customer Assistant- Travel Money

5 days ago

St Albans, United Kingdom Marks & Spencer Full time

Purpose
- To deliver a great experience for your customers across Travel Money and other services, 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 Travel Money and other service channels brilliantly well
- Be the voice of our customer to help us continually improve

Key Accountabilities
- Demonstrate a genuine interest in your customers and build good relationships
- Serve our customers efficiently and brilliantly well
- 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 Travel Money knowledge and experience with colleagues to support others in building skill and confidence
- Own your 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 help our customers
- Proactively engage with customers to understand their needs and make recommendations
- Understand the store priorities and the part you play
- Complete all Travel Money tasks with pace, accuracy and in line with procedures
- Follow safe, legal and financial crime 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 and suggests improvements
- Effective at communicating; 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, recovering 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 profitability
- Work to get things done right first time within timescales
- Comprehensive knowledge of Travel Money channels
- Good level of product knowledge and other services
- Up to date knowledge of the commercial operation and brilliant basics
- Understand customer needs and spot selling opportunities to delight
- Adapting to change
- Flexible and able to learn quickly

Key Relationships and Stakeholders
- Customers
- Colleagues
- Store Leadership
- M&S Bank Travel Money support team
- BIG

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