Summary
Providing excellent customer service, to deter any dishonest customers who enter the store. Support a safe and secure shopping environment as part of the wider connected security strategy team. Promote a culture of colleague safety and security throughout the store. Deal with shoplifters strictly in line with M&S policy, staying safe and reporting all incidents. Due to the nature of the role, we can't consider applications from anyone under the age of 18. This is to comply with the relevant health and safety legislation.
Contract dates: 17/11/2024 - 28/12/2024
Work Pattern:
Vacancy 1: MON 17-21 TUES 17-21 WED 17-21 SAT 1015-1900
Vacancy 2: SUN 1015-1900 MON 17-21 THURS 17-21 FRI 17-21
Key Accountabilities and Measures
* Clearly identified in SSA uniform to provide customers with a visible presence throughout their shopping experience.
* Confidently welcome customers into the store and thank them when they leave with a smile and by making eye contact, and able to use a range of greeting techniques known to deter opportunistic theft.
* Recognise and support the needs of customers who may require extra help and assistance, for example, those with assistance dogs or any others who may need extra help to access our stores.
* Support a culture of service and safety by using the service & Safety Assistant framework of activities as agreed with your line manager.
* Confident in the use of all M&S security equipment including Body Worn Cameras and Personal Safety Devices.
* Be knowledgeable of the store opening times, layout, products, and sales.
* Deal calmly and empathetically with people in a variety of retail circumstances, including confrontational situations by adopting M&S techniques to avoid aggression and by using M&S security equipment such as Body Worn Cameras when necessary.
* Respond to door alarms using excellent customer service skills, assisting them to resolve the situation as per our standard operating procedures.
* Be a visible deterrent against violence, anti-social behaviour, targeted theft, till snatches, and other criminal activity.
* Identify and monitor suspicious persons, activity or theft and take appropriate customer engaging actions to deter theft and aggression.
* Support the reporting of all security incidents in your store using the Auror incident reporting platform and SOC.
* Support managers in issuing and managing trespass notices - be aware of individuals subject to your store's trespass notices and Auror persons of interest.
* Responsible for carrying store radio and other security devices where appropriate and engaging with police and other security personnel to improve service to M&S, this may include crime partnership meetings, agreed police meetings or shop watch schemes.
* Apprehend external thieves (only if necessary) in line with business policy and only if all components of theft are seen.
* Report any incidents of known or suspected internal theft or malpractice.
* Flexible and trained to support other areas within the store only in exceptional circumstances (and not routinely) i.e. fridge breakdowns or emergency support.
Key Skills
* Being confident with an easily felt presence and friendly and natural personality is essential.
* Be an effective member of and work with the wider connected security team including SOC operatives, Store Detectives and Store Protection Officers.
* Strong communication skills with the ability to engage customers with ease.
* Ability to remain focused at greeting customers and deterring suspicious activity.
* Have a natural empathy with our M&S brand and values, including service behaviours.
* Be self-motivated, willing to improvise and suggest or try new approaches.
* Able to maintain high standards of appearance and uniform standards.
* No requirement to be security licensed, but good observation skills would be a benefit.
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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