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Sector: Retail and Wholesale
Role: Assistant
Contract Type: Permanent
Hours: Full Time
Work Pattern
Week 1
Sunday: 10:00-18:00
Tuesday: 10:00-18:00
Wednesday: 10:00-18:00
Thursday: 10:00-18:00
Friday: 10:00-18:00
Week 2
Monday: 10:00-18:00
Tuesday: 10:00-18:00
Thursday: 10:00-18:00
Friday: 10:00-18:00
Saturday: 10:00-18:00
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 and by making eye contact, using a range of greeting techniques known to deter theft.
* Support other areas within the store as needed (e.g., Foods, C&H, Operations).
* Be knowledgeable of the store, supporting key marketing messages, latest products, and answering common questions.
* Assist customers in navigating the store, recognizing when they need help and providing appropriate support.
* 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 behavior, targeted theft, and criminal activity.
* Identify and monitor suspicious persons or activity and engage appropriately to deter theft.
* Report all incidents through the M&S Incident reporting process and notify the police when necessary.
* Ensure that individuals served with a trespass notice do not re-enter the site.
* Carry the store radio and engage with police and security personnel to enhance service, including 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
* Confidence with a friendly and approachable personality.
* Strong communication skills to engage customers effectively.
* Ability to focus on greeting customers and deterring suspicious activity.
* Empathy with the M&S brand and values, including service behaviors.
* Self-motivated and willing to 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
Company
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