Service and Safety Assistant - Christmas - Stirling
Summary
Working Pattern
Week 1
Monday: 1000-1800
Tuesday: 1000-1800
Wednesday: 1000-1800
Friday: 1000-1800
Saturday: 1000-1800
Week 2
Sunday: 1000-1800
Tuesday: 1000-1800
Wednesday: 1000-1800
Thursday: 1000-1800
Friday: 1000-1800
Due to the nature of the role, you must be 18 years old or over to apply for this vacancy.
Purpose
To deliver a great shopping experience for our customers, we are looking for colleagues who put customers before tasks every time whilst championing and promoting our brilliant products. As the face of the business, you will be the voice of our customers helping us to continually improve.
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 known to deter theft.
3. Support other areas within the store (e.g., Foods, C&H, Operations).
4. Be knowledgeable of the store and support key marketing messages, latest products, and common customer inquiries.
5. Assist customers in navigating the store and provide appropriate support.
6. Thank customers for shopping upon their exit.
7. Handle confrontational situations calmly and empathetically.
8. Respond to door alarms sincerely and resolve customer issues.
9. Act as a visible deterrent against violence, anti-social behavior, and theft.
10. Monitor suspicious persons and activity, taking appropriate actions to deter theft.
11. Report incidents through the M&S Incident reporting process.
12. Ensure that persons served with a trespass notice do not re-enter the site.
13. Engage with police and security personnel to improve service.
14. Apprehend external thieves only if necessary and in line with business policy.
15. Report any incidents of known or suspected internal theft or malpractice.
Key Skills
1. Confident with a friendly and approachable personality.
2. Strong communication skills to engage customers easily.
3. Ability to focus on greeting customers and deterring suspicious activity.
4. Empathy with M&S brand and values, including service behaviors.
5. Self-motivated and willing to suggest or try new approaches.
6. Maintain high standards of appearance and uniform.
7. Good observation skills are beneficial but not required to be licensed.
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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