Summary
Cafe Customer Assistant
All the details
Work Pattern
Week 1
Sun 10:00-16:00,
Tues 11:00-17:00
Wed 11:00-17:00
Thurs 12:00-17:00
Fri 12:00-17:00
Week 2
Mon 11:00-17:00
Wed 11:00-17:00,
Thurs 12:00-17:00
Fri 12:00-17:00
Sat 11:00-17:00
Purpose
* To deliver a great shopping experience for customers, putting them before tasks every time.
* Champion new ways of working within stores through an open mindset and positive attitude.
* Complete tasks and processes that deliver 'best in town' standards.
* Serve and sell across all channels brilliantly well.
* Be the voice of our customer to help us continually improve.
Key Accountabilities
* Serve customers efficiently and brilliantly well - on the shop floor and at service points.
* Deliver 'best in town' standards through presentation standards, availability, and keeping the store clean and tidy.
* Utilise all digital tools and communication channels effectively.
* Share customer and colleague feedback to help us improve.
* Share knowledge and experience with colleagues to support their skill and confidence building.
* Own learning & development and proactively access digital learning solutions.
* Know daily sales targets, priorities, promotions, and selling opportunities.
* Have great product knowledge to sell and recommend products and services.
* Proactively engage with customers to understand their needs and make recommendations.
* Understand store priorities and their role in achieving them.
* Complete tasks with pace and in line with SOPs.
* Minimise costs and waste through good process practices.
* Follow safe and legal working practices.
Key Capabilities
* Understand how M&S operates, its strategy, future, and the role played.
* Committed to delivering excellent work quickly with great attention to detail.
* Open to and acts on feedback, asking for it regularly.
* Set performance objectives in conjunction with the line manager and in line with business plans.
* Take accountability for planning and managing work efficiently to ensure objectives are met.
* Be curious and ask questions to challenge the status quo.
* Communicate intentions clearly and simply to others.
* Control reactions and consider how to share perspectives for better team reactions.
* Copes well with change and work challenges, recovering quickly from impacts.
* Build positive relationships by being a good listener and establishing connections.
Technical Skills/Experience
* Contribute to store sales and cost control.
* Work across the store to get things done right the first time within timescales.
* Comprehensive knowledge of customer shopping channels.
* Good level of product knowledge and services across the store.
* Up-to-date knowledge of the commercial operation and brilliant basics.
* Good level of digital capability and use of digital tools and applications.
* Understand customer needs and spot selling opportunities.
* Adapt to change.
* Good knowledge of VM principles.
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
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