Customer Assistant

Customer Assistant - Bank & Services Colleague - Cheshunt
Temporary Contract until 31/12/22
Shift Pattern:
Week 1:
Sunday 09:45-17:00
Monday, Wednesday, Thursday 09:30-14:30
Week 2:
Tuesday, Wednesday 09:30-14:30
Friday 09:30 - 14:30
Saturday 09:45 - 17:00

Customer Assistant - M&S Bank and Services Colleague

CHANGE THE WAY WE CONNECT WITH CUSTOMERS

M&S is changing for good and helping you shape your own career for the better. Join us as a M&S Bank and Services Colleague in one of our ever-evolving stores and opportunities will present themselves. Whether you’re thinking of your future at M&S or simply looking for experience in a revolutionary retail business.

We’re totally transforming the customer experience in store, which means you’ll need to bring an upbeat confidence and passion for M&S that shines through every hour of every day. And you’ll also need a digital mindset because we’re introducing all sorts of new technologies to make your job easier. Freeing up your time to focus on the best bits, like spending time with the customer. If you have all this, you’ll get the recognition you deserve as a true customer favourite - who’s living and breathing the new and improved M&S journey.

Help customers realise their M&S Bank Rewards and benefits by joining our team and being the face of M&S Credit Card and Club Rewards in store. With all the training and support you need; you will become an expert in M&S Bank introductions. You’ll have a bright energy that customers can’t help but respond to, always gearing towards going the extra mile so customers return time after time. There are lots of ways you can discover your potential at M&S. You just have to put your all into every moment, for every customer.

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
- Understand customer needs and spot selling opportunities
- Adapting to change
- Good Knowledge of VM principles

Key Relationships and Stakeholders
- Customers
- Colleagues
- Store Leadership
- BIG