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.
* Confidently welcome customers to the store with a smile and by making eye contact, using a range of greeting techniques known to deter theft.
* Be flexible and trained to support other areas within the store (e.g., Foods, C&H, Operations).
* Be knowledgeable of the store, supporting key marketing messages, latest products, and common customer questions (e.g., what time do you close?).
* Assist customers in navigating the store, recognizing when they need help and providing the right level of support.
* Thank customers for shopping with us when they exit.
* Deal calmly and empathetically with various retail circumstances, including confrontational situations.
* Respond to door alarms sincerely, resolving any issues the customer may have.
* Be a visible deterrent against violence, anti-social behavior, targeted theft, till snatches, and criminal activity to support a safe shopping environment.
* Identify and monitor suspicious persons, activity, or theft and take appropriate customer-engaging actions as required to deter.
* Ensure all incidents are reported through the M&S Incident reporting process, either through the Hicom app (on the Honeywell) or into the Security Operations Centre, and to the police where necessary.
* Ensure that persons served with a trespass notice do not re-enter the site.
* Carry store radio and engage with police and other security personnel to improve service to M&S, including crime partnership meetings and shop watch schemes.
* Apprehend external thieves (only if necessary) in line with business policy and only if all components of theft are seen.
* Report any incidents of known or suspected internal theft or malpractice.
Key Skills:
* Confidence with a friendly and natural personality is essential.
* Strong communication skills with the ability to engage customers with ease.
* Ability to remain focused on greeting customers and deterring suspicious activity.
* Natural empathy with our M&S brand and values, including service behaviors.
* Self-motivated, willing to improvise and suggest or try new approaches.
* Able to maintain high standards of appearance and uniform standards.
* No requirement to be licensed, but good observation skills would be 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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