Summary
Service and Safety Assistant
All the details
Work Pattern
Week 1
Sunday: 07:00-15:00
Monday: 08:00-16:00
Wednesday: 14:00-22:00
Thursday: 14:00-22:00
Friday: 14:00-22:00
Week 2
Monday: 08:00-16:00
Tuesday: 08:00-16:00
Thursday: 14:00-22:00
Friday: 14:00-22:00
Saturday: 14:00-22:00
Under 18 disclaimer
To comply with health and safety legislation and keep our colleagues safe in the workplace, colleagues in this role must be 18 years of age or older.
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 make eye contact, using a range of greeting techniques to deter theft.
* Support other areas within the store, such as Foods, C&H, Operations.
* Be knowledgeable of the store, supporting key marketing messages, latest products, and answering top questions (e.g., what time do you close?).
* Assist customers in navigating the store and provide appropriate support when needed.
* Thank customers for shopping with us when they exit.
* Handle various retail circumstances, including confrontational situations, calmly and empathetically.
* Respond to door alarms sincerely and apologetically, resolving any customer issues.
* Act as a visible deterrent against violence, anti-social behaviour, theft, and criminal activity to ensure a safe shopping environment.
* Identify and monitor suspicious persons or activities and engage customers to deter theft.
* Report all incidents through the M&S Incident reporting process, either via the Hicom app or to the Security Operations Centre, and to the police when necessary.
* Ensure that persons served with a trespass notice do not re-enter the site.
* Carry a store radio and engage with police and other security personnel to improve service to M&S, which may include crime partnership meetings and shop watch schemes.
* Apprehend external thieves if necessary, in line with business policy and only if all components of theft are observed.
* Report any known or suspected internal theft or malpractice.
Key Skills
* Confidence with a friendly and natural personality is essential.
* Strong communication skills with the ability to engage customers easily.
* Ability to remain focused on greeting customers and deterring suspicious activity.
* Natural empathy with our M&S brand and values, including service behaviours.
* Self-motivated and willing to suggest or try new approaches.
* Able to maintain high standards of appearance and uniform standards.
* No requirement for a license, but good observation skills would be beneficial.
Key Relationships and Stakeholders
* Store Management team
* Store Colleagues
* Operational Security Manager
* Regional teams (RLPMs/RCOMs)
* Store Detectives
* SOC
* Police
* Local Networks
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