Customer Assistant - Service and Safety Assistant - Rochdale Riverside
Work Pattern
Sun 11:45-16:30
Tue 14:00-18:00
Wed 14:00-18:00
Fri 08:00-14:00
Sat 12:00-18:00
Over 18s
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 to deter theft
* Support other areas within the store (e.g., Foods, C&H, Operations)
* Be knowledgeable of the store, supporting key marketing messages, latest products, and answering common questions
* Assist customers in navigating the store, recognizing when they need help and providing the right level of support
* Thank customers for shopping with us upon their exit
* Handle confrontational situations calmly and empathetically
* Respond to door alarms sincerely, resolving any issues the customer may have
* Act as a visible deterrent against violence, anti-social behaviour, targeted theft, and criminal activity
* Identify and monitor suspicious persons or activities and take appropriate actions
* 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 attending crime partnership meetings
* Apprehend external thieves only if necessary and in line with business policy
* Report incidents of known or suspected internal theft or malpractice
Key Skills
* Confident presence with a friendly and natural personality
* Strong communication skills to engage customers easily
* Ability to focus on greeting customers and deterring suspicious activity
* Empathy with 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
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 revolutionising how we work and offering our most exciting opportunities yet. 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 require reasonable adjustments during the recruitment process, please share those requirements with us when completing your application.
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