Customer Assistant - Service & Safety - 26.25 Hours - Gyle
Permanent Position
Age Restriction: 18
This job role means we can't consider applications from anyone under the age of 18. This is to comply with the relevant health and safety legislation and to keep our colleagues safe in the workplace.
Proposed/Example Work Pattern:
Week 1
1. Monday 1000-1500
2. Tuesday 1000-1500
3. Friday 1200-1900
4. Saturday 1000-1715
Week 2
1. Sunday 1000-1700
2. Monday 1000-1700
3. Tuesday 1000-1700
4. Friday 1145-1900
All new starters will be expected to attend a 2-day Induction. Please be aware, this may not be held in your base store.
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) as needed.
* Be knowledgeable of the store, support key marketing messages, latest products, and frequently asked questions.
* Assist customers in navigating the store, recognizing when they need help and providing appropriate 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 any issues the customer may have.
* Act as a visible deterrent against violence, anti-social behavior, targeted theft, till snatches, and criminal activity.
* Identify and monitor suspicious persons and activity, taking appropriate actions to deter theft.
* 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 the store radio and engage with police and other security personnel to improve service, including attending 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 with a friendly and natural personality.
* Strong communication skills, able to engage customers easily.
* Ability to remain focused on greeting customers and deterring suspicious activity.
* Natural empathy with the M&S brand and values, including service behaviors.
* Self-motivated and willing to try new approaches.
* Able to maintain high standards of appearance and uniform standards.
* No requirement for licensing, 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
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