Customer Assistant - Christmas - Service and Safety - Silverlink Newcastle
Temporary Position: 24 November to 28 December, 18 hours
Week 1:
Monday 08:30-16:00
Thursday 08:30-16:00
Saturday 08:30-12:30
Week 2:
Monday 08:30-16:00
Thursday 08:30-16:00
Saturday 15:00-19:00
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 use a range of greeting techniques to deter theft.
3. Support other areas within the store as needed (e.g., Foods, C&H, Operations).
4. Be knowledgeable of the store, support key marketing messages, latest products, and common questions (e.g., store closing time).
5. Assist customers in navigating the store and provide appropriate support when needed.
6. Thank customers for shopping when they exit.
7. Handle various retail circumstances calmly and empathetically, including confrontational situations.
8. Respond to door alarms sincerely and resolve any customer issues.
9. Act as a visible deterrent against violence, anti-social behavior, targeted theft, and criminal activity.
10. Identify and monitor suspicious persons or activities and engage customers as needed to deter issues.
11. Report incidents through the M&S Incident reporting process, including to the police when necessary.
12. Ensure that individuals served with a trespass notice do not re-enter the site.
13. Carry store radio and engage with police and security personnel to enhance service, including attending crime partnership meetings.
14. Apprehend external thieves only if necessary and in line with business policy.
15. Report any known or suspected internal theft or malpractice.
Key Skills:
1. Confident presence with a friendly and natural personality.
2. Strong communication skills to engage customers easily.
3. Ability to focus on greeting customers while deterring suspicious activity.
4. Natural empathy with the M&S brand and values.
5. Self-motivated with a willingness to improvise and suggest new approaches.
6. 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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