Summary
Service and Safety Assistant
Working Hours:
1. Tues - 11:30-18:00
2. Thur - 11:30-18:00
3. Fri - 10:30-18:00
4. Sat - 10:30-18:00
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 use a range of greeting techniques to deter theft.
* Support other areas within the store as needed (e.g., Foods, C&H, Operations).
* Be knowledgeable of the store and support key marketing messages, latest products, and common customer inquiries.
* Assist customers in navigating the store and provide the right level of support when needed.
* Thank customers for shopping when they exit.
* Handle various retail circumstances calmly and empathetically, including confrontational situations.
* Respond to door alarms sincerely and resolve any issues customers may have.
* Act as a visible deterrent against violence, anti-social behaviour, targeted theft, and criminal activity.
* 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 that persons served with a trespass notice do not re-enter the site.
* Engage with police and other security personnel to improve service, including participation in crime partnership meetings.
* 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
* Confident presence with a friendly and natural personality.
* Strong communication skills to engage customers easily.
* Ability to focus on greeting customers and deterring suspicious activity.
* Empathy with the M&S brand and values, including service behaviours.
* Self-motivated and willing to suggest or try new approaches.
* Maintain high standards of appearance and uniform.
* No license 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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