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Customer Assistant - Christmas - Service & Safety - Craigleith
Summary
Customer Assistant - Service and Safety - 30 Hours - Craigleith
Fixed Term Position
Age Restriction 18
This job role means 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.
Proposed/Example Work Pattern:
Week 1:
Sunday 1000-1800
Monday 1000-1800
Tuesday 1000-1800
Friday 1000-1800
Week 2:
Monday 1000-1800
Tuesday 1000-1800
Friday 1000-1800
Saturday 1000-1800
All new starters will be expected to attend a 2 day Induction. Please be aware, this may not be held in your base store.
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 greeting techniques known to deter theft.
* Support other areas within the store (e.g., Foods, C&H, Operations).
* Be knowledgeable of the store, support key marketing messages, latest products, and common inquiries.
* Assist customers in navigating the store and provide appropriate 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 customer issues.
* Act as a visible deterrent against violence, anti-social behaviour, targeted theft, and criminal activity.
* Identify and monitor suspicious persons or activity and engage customers to deter theft.
* Report all incidents through the M&S Incident reporting process, including necessary police involvement.
* Ensure that persons served with a trespass notice do not re-enter the site.
* Carry store radio and engage with police and security personnel to improve service, including crime partnership meetings.
* Apprehend external thieves (only if necessary) following business policy.
* Report any incidents of known or suspected internal theft or malpractice.
Key Skills:
* Confident with a friendly and natural personality.
* Strong communication skills to engage customers easily.
* Ability to focus on greeting customers and deterring suspicious activity.
* Natural empathy with the M&S brand and values, including service behaviours.
* Self-motivated, willing to improvise and suggest 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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