Customer Assistant - Service & Security - 11.5 Hours - Princes Street
Permanent Position
Proposed/Example Work Pattern:
Monday 1500-2100
Friday 0900-1500
All new starters will be expected to attend a 2-day induction. Please be aware, this may not be held in your base store.
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.
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 known to deter theft.
* Support other areas within the store as needed (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 and provide the right level of support.
* Thank customers for shopping when they exit.
* Deal calmly and empathetically with various retail circumstances, including confrontational situations.
* 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 and activity, taking appropriate actions to deter theft.
* Report incidents through the M&S Incident reporting process and to the police when necessary.
* Ensure that persons served with a trespass notice do not re-enter the site.
* 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 known or suspected internal theft or malpractice.
Key Skills:
* Confident with a friendly and natural personality.
* Strong communication skills with the ability to engage customers easily.
* Ability to focus on greeting customers and deterring suspicious activity.
* Natural empathy with M&S brand and values, including service behaviours.
* Self-motivated, willing to improvise and suggest new approaches.
* Able to maintain high standards of appearance and uniform standards.
* 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
#J-18808-Ljbffr