Summary
Service and Safety Assistant
All the details
Work Pattern
Sat - 08.00 - 20.00
Sun - 09.30 - 16.00
Key Accountabilities and Measures
* Clearly identified in SSA uniform to provide customers with a visible presence throughout their shopping experience.
* Confidently welcome customers into the store and thank them when they leave with a smile and by making eye contact, and able to use a range of greeting techniques known to deter opportunistic theft.
* Recognise and support the needs of customers who may require extra help and assistance for example those with assistance dogs or any others who may need extra help to access our stores.
* Support a culture of service and safety by using the Service & Safety Assistant framework of activities as agreed with your line manager.
* Confident in the use of all M&S security equipment including Body Worn Cameras and Personal Safety Devices.
* Be knowledgeable of the store opening times, layout, products, and sales.
* Deal calmly and empathetically with people in a variety of retail circumstances, including confrontational situations by adopting M&S techniques to avoid aggression and by using M&S security equipment such as Body Worn Cameras when necessary.
* Respond to door alarms using excellent customer service skills, assisting them to resolve the situation as per our standard operating procedures.
* Be a visible deterrent against violence, anti-social behaviour, targeted theft, till snatches and other criminal activity.
* Identify and monitor suspicious persons, activity or theft and take appropriate customer engaging actions to deter theft and aggression.
* Support the reporting of all security incidents in your store using the Auror incident reporting platform and SOC.
* Support managers in issuing and managing trespass notices - be aware of individuals subject to your store's trespass notices and Auror persons of interest.
* Responsible for carrying store radio and other security devices where appropriate and engaging with police and other security personnel to improve service to M&S, this may include crime partnership meetings, agreed police meetings or shop watch schemes.
* Apprehend external thieves (only if necessary) in line with business policy and only if all components of theft are seen.
* Report any incidents of known or suspected internal theft or malpractice.
* Flexible and trained to support other areas within the store only in exceptional circumstances (and not routinely), i.e. fridge breakdowns or emergency support.
Key Skills
* Being confident with an easily felt presence and friendly and natural personality is essential. Be an effective member of and work with the wider connected security team including SOC operatives, Store Detectives and Store Protection Officers.
* Strong communication skills with the ability to engage customers with ease.
* Ability to remain focused at greeting customers and deterring suspicious activity.
* Have a natural empathy with our M&S brand and values, including service behaviours.
* Be self-motivated, willing to improvise and suggest or try new approaches.
* Able to maintain high standards of appearance and uniform standards.
* No requirement to be security licensed, but good observation skills would be a benefit.
Key Relationships and Stakeholders
* SOC & Crime Intelligence Analysts
* Store Protection Officers
* Store Detectives
* Store Management team
* Store Colleagues
* Operational Security Manager
* Police
* Local crime partnership networks
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