Summary
Customer Assistant - Service and Safety - Carlisle
Work Pattern
Sun 11:15-18:00
Mon 11:15-18:00
Tues 11:15-18:00
Wed 11:15-18:00
Sat 11:15-18:00
Over 18s only
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 known to deter theft.
* Support other areas within the store (e.g., Foods, C&H, Operations).
* Be knowledgeable of the store, support key marketing messages, latest products, and common customer inquiries.
* Assist customers in navigating the store, recognizing when a customer needs help and providing appropriate support.
* Thank customers for shopping when they exit.
* Deal calmly and empathetically with customers in a variety of retail circumstances, including confrontational situations.
* 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 or activities and take appropriate actions to deter theft.
* Report all incidents through the M&S Incident reporting process, either via the Hicom app or to the Security Operations Centre.
* Ensure that individuals served with a trespass notice do not re-enter the site.
* Engage with police and other security personnel to improve service, which may include attending crime partnership meetings.
* Apprehend external thieves only if necessary and in accordance with business policy.
* Report any incidents of known or suspected internal theft or malpractice.
Key Skills
* Confident with a friendly and natural personality.
* Strong communication skills with the ability to engage customers easily.
* Focus on greeting customers and deterring suspicious activity.
* Empathy with the M&S brand and values, including service behaviors.
* Self-motivated, willing to improvise, and open to trying new approaches.
* Maintain high standards of appearance and uniform.
* Good observation skills are beneficial, though no licensing is required.
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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