Service and Safety Assistant
Schedule:
Week 1
Sun 10.00-16.30
Tues 12.00-20.00
Weds 12.00-20.00
Week 2
Thurs 12.00-18.30
Fri 12.00-20.00
Sat 12.00-20.00
Due to the nature of this role, we cannot accept applications for anyone under the age of 18.
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 eye contact, using greeting techniques to deter theft.
* Support other areas within the store, including Foods, C&H, and Operations.
* Be knowledgeable about the store, key marketing messages, latest products, and frequently asked questions.
* Assist customers in navigating the store and provide appropriate support when needed.
* Thank customers for shopping with us when they exit.
* Handle various retail situations calmly and empathetically, including confrontational circumstances.
* Respond to door alarms sincerely, resolving any customer issues.
* Act as a visible deterrent against violence, anti-social behaviour, and theft to maintain a safe shopping environment.
* Identify and monitor suspicious persons and activities, taking appropriate actions as necessary.
* Report all incidents through the M&S Incident reporting process, using the Hicom app or Security Operations Centre, and to the police when necessary.
* Ensure that individuals served with a trespass notice do not re-enter the site.
* Engage with police and security personnel to enhance service, including participation in crime partnership meetings and shop watch schemes.
* 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 and ability to engage customers effectively.
* Focused on greeting customers and deterring suspicious activity.
* Empathetic towards the M&S brand and values, including service behaviours.
* Self-motivated and willing to try new approaches.
* Maintain high standards of appearance and uniform compliance.
* No licensing 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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