Service and Safety Assistant, Arnison Centre Durham
24 Hours, Permanent
Working Hours:
Sun 09:00 - 15:30
Tues 10:00 - 16:30
Thurs 10:00 - 16:30
Fri 10:30 - 17:00
Mon 10:00 - 16:30
Wed 10:00 - 16:30
Sat 09:30 - 16:00
This job role involves dealing with potential confrontational situations, and we can’t consider applications from anyone under the age of 18. This is to comply with the relevant health and safety legislation and to keep our colleagues safe in the workplace.
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 and use a range of greeting techniques known to deter theft.
3. Support other areas within the store (e.g. Foods, C&H, Operations).
4. Be knowledgeable of the store, support key marketing messages, latest products, and frequently asked questions.
5. Assist customers in navigating the store and provide the right level of support.
6. Thank customers for shopping when they exit.
7. Deal calmly and empathetically with various retail circumstances, including confrontational situations.
8. Respond to door alarms sincerely and resolve any customer issues.
9. Be a visible deterrent against violence, anti-social behaviour, targeted theft, and criminal activity.
10. Identify and monitor suspicious persons and take appropriate actions to deter theft.
11. Report all incidents through the M&S Incident reporting process.
12. Ensure that persons served with a trespass notice do not re-enter the site.
13. Engage with police and other security personnel to improve service to M&S.
14. Apprehend external thieves only if necessary and in line with business policy.
15. Report any incidents of known or suspected internal theft or malpractice.
Key Skills
1. Confident 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 M&S brand and values, including service behaviours.
5. Self-motivated, willing to improvise and try new approaches.
6. Able to maintain high standards of appearance and uniform.
7. No requirement to be licensed, 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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