Customer Assistant - Service & Safety - Brooklands
Employer: M&S
Location: Weybridge, Surrey, UK
Salary: £12.00 per hour (increasing to £12.60 from 1st April)
Closing date: 18 Apr 2025
Sector: Retail and Wholesale
Role: Assistant
Contract Type: Permanent
Hours: Full Time
Work Pattern
Week 1
Sunday: 07:00-16:00
Monday: 14:00-22:00
Wednesday: 08:00-15:00
Thursday: 08:00-15:00
Friday: 08:00-15:00
Week 2
Monday: 14:00-22:00
Tuesday: 14:00-22:00
Wednesday: 14:00-22:00
Friday: 08:00-15:00
Saturday: 08:00-15:00
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, making eye contact, and using greeting techniques known to deter theft.
* Support other areas within the store as needed.
* Be knowledgeable of the store, marketing messages, and latest products.
* Assist customers in navigating the store and provide the right level of support.
* Thank customers for shopping with us when they exit.
* Deal calmly and empathetically with various retail circumstances, including confrontational situations.
* Respond to door alarms sincerely and resolve any customer issues.
* Be a visible deterrent against violence, anti-social behaviour, and criminal activity.
* Identify and monitor suspicious persons and activity, taking appropriate actions to deter theft.
* Report all incidents through the M&S Incident reporting process.
* Ensure that persons served with a trespass notice do not re-enter the site.
* Engage with police and security personnel to improve service to M&S.
* Apprehend external thieves only if necessary and in line with business policy.
* Report any incidents of known or suspected internal theft or malpractice.
Key Skills
* Confidence with a friendly and natural personality.
* Strong communication skills with the ability to engage customers easily.
* Ability to focus on greeting customers and deterring suspicious activity.
* Empathy with M&S brand and values.
* Self-motivated and willing to try new approaches.
* Maintain high standards of appearance and uniform.
* No requirement to be licensed, but good observation skills are beneficial.
Key Relationships and Stakeholders
* Store Management team
* Store Colleagues
* Operational Security Manager
* Regional teams (RLPMs/RCOMs)
* Store Detectives
* SOC
* Police
* Local Networks
Company
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