Work Pattern
Week 1
Sunday: 10:00-14:00
Monday: 12:00-16:00
Thursday: 08:30-12:30
Week 2
Monday: 08:30-12:30
Thursday: 08:30-12:30
Saturday: 08:30-12:30
Join our team at M&S as a Customer Assistant in our café, where you'll become a champion of our delightful food and drink offerings, services, and promotions. We're seeking passionate individuals who take pride in their knowledge of the latest food and drink trends and are eager to share it with our customers.
You'll be a brand ambassador who’s ready to recommend and promote our delicious café menu. Through remarkable service, you'll ensure our customers feel truly valued every time they shop with us.
Key Responsibilities
* Being digitally confident is essential. You'll utilise our digital tools, such as our digital menus and in-store devices, to enhance the customer experience.
* Efficiency and effectiveness are key aspects of your role, ensuring that our customers don’t wait while maintaining high standards in food safety and hygiene consistently.
* Being a team player is crucial. You'll take responsibility for creating a great inclusive café environment, supporting and respecting your colleagues and our customers every day.
* Flexibility is vital. You should be confident to work effectively across various areas of the store, adapting to the changing demands of the retail environment seamlessly.
Purpose
* To deliver a great shopping experience for customers, putting them before tasks every time.
* Champion new ways of working within stores through an open mindset and positive attitude.
* Complete tasks and processes that deliver ‘best in town’ standards.
* Serve and sell across all channels brilliantly well.
* Be the voice of our customer to help us continually improve.
Key Accountabilities
* Serve our customers efficiently – on the shop floor and at service points.
* Deliver ‘best in town’ standards through presentation, availability, and keeping the store clean and tidy.
* Utilise all digital tools and communication channels effectively.
* Share customer and colleague feedback to improve our services.
* Support others in building skills and confidence by sharing knowledge and experience.
* Own your learning & development and proactively access digital learning solutions.
* Know daily sales targets, priorities, promotions & selling opportunities.
* Have great product knowledge to sell and recommend our products and services.
* Engage proactively with customers to understand their needs and make recommendations.
* Understand store priorities and your role in achieving them.
* Complete tasks with pace and in line with SOPs.
* Minimise cost and waste through good process practices.
* Follow safe and legal working practices.
Key Capabilities
* Understand how M&S operates, its strategy, future, and your role.
* Committed to delivering excellent work fast with great attention to detail.
* Open to and acts on feedback, asking for this regularly.
* Set performance objectives for yourself in conjunction with your line manager.
* Take accountability for planning and managing your work efficiently.
* Be curious and ask questions to challenge the status quo.
* Communicate intentions clearly and simply.
* Manage your reactions and share perspectives to create better team dynamics.
* Copes well with change and work challenges.
* Build positive relationships by being a good listener and establishing connections.
Technical Skills/Experience
* Contribute to store sales and cost control.
* Work across the store to ensure tasks are done right the first time.
* Have comprehensive knowledge of customer shopping channels.
* Possess good product knowledge and services across the store.
* Stay up to date on the commercial operation and brilliant basics.
* Have a good level of digital capability and use of digital tools.
* Understand customer needs and spot selling opportunities.
* Adapt to change effectively.
* Have a good knowledge of VM principles.
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
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