Customer Assistant - Service and Safety - Rochdale
Work Pattern
Monday 14:00-18:00
Thursday 14:00-18:00
Friday 14:00-18:00
Saturday 08:00-12:00
Over 18s only.
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, making eye contact, and using greeting techniques known to deter theft.
* Support other areas within the store as needed (e.g., Foods, C&H, Operations).
* Be knowledgeable of the store, support key marketing messages, latest products, and common customer inquiries.
* 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 and apologetically, resolving any issues the customer may have.
* Act as 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 or activities and take appropriate actions to deter them.
* Report all incidents through the M&S Incident reporting process, either through the Hicom app or into the Security Operations Centre, and to the police when necessary.
* Ensure that persons served with a trespass notice do not re-enter the site.
* Carry a store radio and engage with police and other security personnel to improve service to M&S, which may include crime partnership meetings and shop watch schemes.
* Apprehend external thieves only if necessary and in line with business policy, ensuring all components of theft are observed.
* Report any incidents of known or suspected internal theft or malpractice.
Key Skills
* Confident presence with a friendly and natural personality.
* Strong communication skills with the ability to engage customers easily.
* Ability to focus on greeting customers and deterring suspicious activity.
* Natural empathy with M&S brand and values, including service behaviors.
* Self-motivated, willing to improvise and suggest new approaches.
* Able to 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
Everyone’s Welcome
M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionizing how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organization, trusted and admired by our colleagues, customers, and suppliers. Join us and make an immediate impact.
We are committed to an active Inclusion, Diversity, and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.
If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.
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