Customer Assistant - Service & Safety - Carlisle
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 eye contact, using techniques to deter theft.
* Support other areas within the store (e.g., Foods, C&H, Operations).
* Be knowledgeable of the store, marketing messages, latest products, and common customer inquiries.
* Assist customers in navigating the store and provide the right level of support.
* Thank customers for shopping when they exit.
* Calmly and empathetically deal with various retail circumstances, including confrontational situations.
* Respond to door alarms sincerely, resolving customer issues.
* Act as a visible deterrent against violence, anti-social behaviour, and theft.
* Identify and monitor suspicious persons or activities and engage appropriately.
* Report all incidents through the M&S Incident reporting process.
* Ensure that those served with a trespass notice do not re-enter the site.
* Carry store radio and engage with police and security personnel.
* Apprehend external thieves if necessary and in line with business policy.
* Report known or suspected internal theft or malpractice.
Key Skills
* Confident, 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 behaviours.
* Self-motivated and willing to suggest or try new approaches.
* Maintain high standards of appearance and uniform.
* 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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