Summary
Customer Assistant - Service & Safety - 22.5 Hours - Gyle
Permanent Position
Age Restriction 18
This job role means we can't consider applications from anyone under the age of 18. This is to comply with the relevant health and safety legislation and to keep our colleagues safe in the workplace.
Proposed/Example Work Pattern:
Sunday 1100-1900
Wednesday 1200-2000
Saturday 1100-1900
Induction: All new starters will be expected to attend a 2 day Induction. Please be aware, this may not be held in your base store.
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 (e.g. Foods, C&H, Operations).
* Be knowledgeable of the store, support key marketing messages, latest products, and top questions (e.g. what time do you close?).
* Assist customers in navigating the store and provide the right level of support.
* Thank customers for shopping with us when they exit.
* Deal calmly and empathetically with people in various retail circumstances, including confrontational situations.
* Respond to door alarms sincerely and resolve any issues the customer may have.
* Be a visible deterrent against violence, anti-social behaviour, targeted theft, and criminal activity.
* Identify and monitor suspicious persons, activity, or theft and take appropriate engaging actions.
* Report incidents through the M&S Incident reporting process, including to the police when necessary.
* Ensure that persons served with a trespass notice do not re-enter the site.
* Carry store radio and engage with police and security personnel to improve service.
* Apprehend external thieves only if necessary, in line with business policy.
* Report any incidents of known or suspected internal theft or malpractice.
Key Skills:
* Confident with a friendly and natural personality.
* Strong communication skills with the ability to engage customers.
* Ability to remain focused on greeting customers and deterring suspicious activity.
* Natural empathy with the M&S brand and values, including service behaviours.
* Self-motivated and willing to try new approaches.
* Able to maintain high standards of appearance and uniform.
* 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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