Service and Safety Assistant
Under 18 disclaimer
To comply with the relevant health and safety legislation and to keep our colleagues safe in the workplace, all applicants must be over the age of 18 years.
The work pattern for this vacancy is:
Week 1: Mon, Tues, Wed, Fri, Sat 0800 - 1400
Week 2: Sun 1100-1700, Mon, Tues, Thu, Fri 0800-1330
Key Accountabilities and Measures
1. Provide customers with a visible presence at the beginning of their shopping journey.
2. Welcome customers to the store with a smile, making eye contact, and using greeting techniques to deter theft.
3. Support other areas within the store, including Foods, C&H, and Operations.
4. Be knowledgeable about the store, key marketing messages, latest products, and common customer inquiries.
5. Assist customers in navigating the store and provide appropriate support when needed.
6. Thank customers for shopping when they exit.
7. Handle various retail situations calmly and empathetically, including confrontational ones.
8. Respond sincerely to door alarms and resolve customer issues.
9. Act as a visible deterrent against violence, anti-social behaviour, and theft to support a safe shopping environment.
10. Identify and monitor suspicious persons or activity and take appropriate actions to deter theft.
11. Report all incidents through the M&S Incident reporting process and to the police when necessary.
12. Ensure that persons served with a trespass notice do not re-enter the site.
13. Carry the store radio and engage with police and security personnel to improve service, including attending crime partnership meetings.
14. Apprehend external thieves if necessary, following business policy.
15. Report any incidents of known or suspected internal theft or malpractice.
Key Skills
1. Confident presence with a friendly and natural personality.
2. Strong communication skills to engage customers easily.
3. Ability to focus on greeting customers and deterring suspicious activity.
4. Empathy with the M&S brand and values, including service behaviours.
5. Self-motivated and willing to suggest or try new approaches.
6. Maintain high standards of appearance and uniform.
7. No licensing required, but good observation skills are beneficial.
Key Relationships and Stakeholders
1. Store Management team
2. Store Colleagues
3. Operational Security Manager
4. Regional teams (RLPMs/RCOMs)
5. Store Detectives
6. SOC
7. Police
8. Local Networks
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