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Customer Assistant-Service and Safety-Portfield
Sector: Retail and Wholesale
Role: Assistant
Contract Type: Permanent
Hours: Full Time
Summary
Service and Safety Assistant
All the details
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 by making eye contact, using a range of greeting techniques to deter theft.
* Support other areas within the store, such as Foods, C&H, Operations.
* Be knowledgeable of the store, supporting key marketing messages, latest products, and common inquiries.
* Assist customers in navigating the store and recognize when they need help.
* Thank customers for shopping when they exit.
* Deal calmly and empathetically with customers in various retail circumstances, including confrontational situations.
* Respond to door alarms sincerely, resolving any issues for the customer.
* Act as a visible deterrent against violence, anti-social behaviour, theft, and criminal activity.
* Identify and monitor suspicious persons or activities and take appropriate actions to deter them.
* Report all incidents through the M&S Incident reporting process and to the police when necessary.
* Ensure that persons served with a trespass notice do not re-enter the site.
* Engage with police and security personnel to improve service, including 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
* Confidence with a friendly and natural personality.
* Strong communication skills and the ability to engage customers easily.
* Focus on greeting customers and deterring suspicious activity.
* Natural empathy with M&S brand and values, including service behaviours.
* Self-motivated and willing to try new approaches.
* Maintain high standards of appearance and uniform.
* No licensing required, but good observation skills are a benefit.
Key Relationships and Stakeholders
* Store Management team
* Store Colleagues
* Operational Security Manager
* Regional teams (RLPMs/RCOMs)
* Store Detectives
* SOC
* Police
* Local Networks
Company
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