Summary
Service and Safety Assistant
Work Pattern
Mon 1000-1830
Tue 1000-1830
Wed 1000-1830
Fri 1000-1830
Sat 1000-1830
Sun 0800-1630
All the details
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 make eye contact, using 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 and top questions (e.g., what time do you close?).
* Assist customers in navigating the store and provide the right level of support.
* Thank customers for shopping with us when they exit.
* Deal calmly and empathetically with people in various retail circumstances, including confrontational situations.
* Respond to door alarms sincerely and apologetically, resolving 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 take appropriate actions to deter theft.
* Report all incidents through the M&S Incident reporting process, including the Hicom app or Security Operations Centre, and to the police when necessary.
* Ensure 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 participation in crime partnership meetings.
* Apprehend external thieves only if necessary and in line with business policy.
* 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.
* Ability to focus on greeting customers and deterring suspicious activity.
* Natural empathy with M&S brand and values, including service behaviours.
* Self-motivated with a willingness to suggest or try new approaches.
* Able to maintain high standards of appearance and uniform.
* No requirement to be licensed, 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
#J-18808-Ljbffr