Work Pattern Wednesday - 1000-1700 Friday - 1000-1700 Saturday - 1000-1700 Purpose To deliver a great experience for your customers across Credit Card and Club Rewards Introductions and other services, putting customers before task every time Champion new ways of working within stores through an open mindset and positive attitude Be the voice of our customer to help us continually improve our Bank and services proposition Key Accountabilities Demonstrate a genuine interest in your customers and build good relationships Share M&S Credit Card and Club Rewards knowledge and experience with colleagues to support others in building skill and confidence Be the key advocate in store for M&S Bank and Services products Serve our customers efficiently and brilliantly well Skilled to utilise all digital tools and communication channels to do the job Share customer and colleague feedback to help us do things better Own your own learning & development and proactively access digital learning solutions Know the daily priorities, promotions & selling opportunities within the store Have great product knowledge to introduce our products and services helping our customers Proactively engage with customers to understand their needs and make product recommendations Understand the store priorities and the part you play Complete all M&S Credit Card and Club Rewards introductions in line with procedures Follow compliant working practices in your M&S Credit Card and Club Rewards Introductions role Key Capabilities Understands how M&S operates, its strategy, future, and the role they play Committed to delivering excellent work fast with great attention to detail Open to and acts on feedback, asking for this regularly Sets performance objectives for self in conjunction with line manager and in line with business plans Takes accountability for planning and managing own work efficiently to ensure objectives are met Is curious and asks questions to challenge the status quo – asks why the company does things the way it does and suggests improvements Effective at communicating; ensures communication is clear and simple In control of their own reactions and considers how to share their perspective to create better reactions for the team Copes well with change and work challenges, recovering quickly from its impact Builds positive relationships by being a good listener and getting to know people by establishing a connection Technical Skills/Experience Contributing to store profitability Work to get things done right the first time within timescales Good level of product knowledge and other services Up to date knowledge of the commercial operation and brilliant basics Good level of digital capability and use of digital tools and applications Understand customer needs and spot selling opportunities to delight Adapting to change Flexible and able to learn quickly Key Relationships and Stakeholders Customers Colleagues Store Leadership M&S Bank support team BIG (Business Involvement Group) Everyone’s Welcome M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact. We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working. If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.