Work Pattern
Wednesday: 11:00-19:00
Thursday: 11:00-19:00
Friday: 11:00-19:00
Saturday: 11:00-19:00
Under 18 disclaimer
To comply with health and safety legislation and keep our colleagues safe in the workplace, colleagues in this role must be 18 years of age or older.
Key Accountabilities and Measures
1. Provide customers with a visible presence at the beginning of their shopping journey.
2. Welcome customers to the store with a smile and by making eye contact, using greeting techniques to deter theft.
3. Support other areas within the store, such as Foods, C&H, Operations, as needed.
4. Be knowledgeable of the store, supporting key marketing messages, latest products, and frequently asked questions.
5. Assist customers in navigating the store, recognizing when they need help and providing appropriate support.
6. Thank customers for shopping with us as they exit.
7. Handle various retail circumstances, including confrontational situations, calmly and empathetically.
8. Respond to door alarms sincerely and apologetically, resolving any customer issues.
9. Act as a visible deterrent against violence, anti-social behavior, targeted theft, and criminal activity to ensure a safe shopping environment.
10. Monitor suspicious persons, activity, or theft and take appropriate actions to deter issues.
11. Report all incidents through the M&S Incident reporting process, using the Hicom app or Security Operations Centre, and to the police when necessary.
12. Ensure that individuals served with a trespass notice do not re-enter the site.
13. Carry a store radio and engage with police and security personnel to enhance service, including attending crime partnership meetings and shop watch schemes.
14. Apprehend external thieves only if necessary and in accordance with business policy.
15. Report any known or suspected internal theft or malpractice.
Key Skills
1. Confident with a friendly and natural personality.
2. Strong communication skills, able to engage customers easily.
3. Ability to focus on greeting customers and deterring suspicious activity.
4. Natural empathy with M&S brand and values, including service behaviors.
5. Self-motivated, willing to improvise and try new approaches.
6. Able to maintain high standards of appearance and uniform.
7. No licensing required, but good observation skills are beneficial.
Key Relationships and Stakeholders
1. Store Management team
2. Store Colleagues
3. Operational Security Manager
4. Regional teams (RLPMs/RCOMs)
5. Store Detectives
6. SOC
7. Police
8. Local Networks
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