Service and Safety Assistant
30.00 Hours
Work Pattern:
1. Week 1
Monday 07.00 - 15.00
Tuesday 07.00 - 15.00
Friday 07.00 - 15.00
Saturday 07.00 - 15.00
2. Week 2
Monday 12.00 - 20.00
Tuesday 12.00 - 20.00
Wednesday 12.00 - 20.00
Thursday 07.00 - 15.00
3. Week 3
Wednesday 12.00 - 20.00
Thursday 12.00 - 20.00
Friday 12.00 - 20.00
Saturday 11.00 - 19.00
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 (e.g., Foods, C&H, Operations).
* Be knowledgeable of the store, support key marketing messages, latest products, and commonly asked questions.
* Assist customers in navigating the store and provide appropriate support.
* Thank customers for shopping as they exit.
* Handle various retail situations calmly and empathetically.
* Respond to door alarms sincerely, resolving any customer issues.
* Act as a visible deterrent against violence, anti-social behaviour, and theft.
* Identify and monitor suspicious activity, taking appropriate actions as needed.
* Report all incidents through the M&S Incident reporting process.
* 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.
* 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 presence with a friendly personality.
* Strong communication skills to engage customers.
* 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 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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