Summary
Service and Safety Assistant
Mon, Tues, Sat 11.00 - 17.15
Key Accountabilities and Measures
* Provide customers with a visible presence at the beginning of their shopping journey.
* Welcome customers to the store with a smile and by making eye contact, using greeting techniques to deter theft.
* Support other areas within the store (e.g., Foods, C&H, Operations) as needed.
* Be knowledgeable of the store, key marketing messages, latest products, and common inquiries.
* Assist customers in navigating the store and provide the right level of support when needed.
* Thank customers for shopping as they exit.
* Handle various retail circumstances, including confrontational situations, with calmness and empathy.
* Respond to door alarms sincerely and resolve any customer issues.
* Act as a visible deterrent against violence, anti-social behavior, targeted theft, and criminal activity.
* Identify and monitor suspicious persons and activities, taking appropriate actions to deter theft.
* Report all incidents through the M&S Incident reporting process, including to the police when necessary.
* Ensure individuals served with a trespass notice do not re-enter the site.
* Carry store radio and engage with police and security personnel to improve service, including participation in crime partnership meetings.
* Apprehend external thieves only if necessary and in line with business policy.
* Report any incidents of known or suspected internal theft or malpractice.
Key Skills
* Confident presence with a friendly and natural personality.
* Strong communication skills to engage customers easily.
* Ability to focus on greeting customers and deterring suspicious activity.
* Empathy with M&S brand and values, including service behaviors.
* Self-motivated with a willingness to improvise and suggest new approaches.
* Maintain high standards of appearance and uniform.
* No license required, but good observation skills are beneficial.
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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