Summary
Service and Safety Assistant
Hours:
* Sun: 11-17
* Wed: 10.00-21.00
* Thu: 10.00-21.00
* Fri: 10.00-21.00
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 eye contact, using greeting techniques to deter theft.
* Support other areas within the store (e.g., Foods, C&H, Operations) as needed.
* Be knowledgeable of the store, marketing messages, latest products, and common customer inquiries.
* Assist customers in navigating the store and provide support when needed.
* Thank customers for shopping when they exit.
* Handle various retail situations calmly and empathetically, including confrontational scenarios.
* Respond sincerely to door alarms and resolve customer issues.
* Act as a visible deterrent against violence, anti-social behavior, and theft to maintain a safe shopping environment.
* Identify and monitor suspicious persons or activities and take appropriate actions to deter theft.
* Report all incidents through the M&S Incident reporting process, including necessary police involvement.
* Ensure persons served with a trespass notice do not re-enter the site.
* Carry store radio and engage with police and security personnel to enhance service, including participation in crime partnership meetings.
* Apprehend external thieves only if necessary and in line with business policy.
* Report incidents of known or suspected internal theft or malpractice.
Key Skills
* Confident and friendly personality with a strong presence.
* Strong communication skills to engage customers effectively.
* Ability to focus on greeting customers while deterring suspicious activity.
* Natural empathy with M&S brand and values, including service behaviors.
* Self-motivated and willing to suggest or try new approaches.
* Maintain high standards of appearance and uniform.
* No licensing required, 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
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