Work Pattern
Week 1
Sunday: 07:00-15:00
Monday: 08:00-16:00
Wednesday: 14:00-22:00
Thursday: 14:00-22:00
Friday: 14:00-22:00
Week 2
Monday: 08:00-16:00
Tuesday: 08:00-16:00
Thursday: 14:00-22:00
Friday: 14:00-22:00
Saturday: 14:00-22:00
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 (e.g., Foods, C&H, Operations) as needed.
* Be knowledgeable of the store, supporting key marketing messages, latest products, and frequently asked questions.
* Assist customers in navigating the store, recognizing when they need help, and providing the right level of support.
* Thank customers for shopping with us when they exit.
* Handle various retail circumstances, including confrontational situations, calmly and empathetically.
* Respond sincerely to door alarms, resolving any customer issues that arise.
* Act as a visible deterrent against violence, anti-social behavior, targeted theft, till snatches, 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, either through the Hicom app or into the Security Operations Centre, and to the police when necessary.
* Ensure that persons served with a trespass notice do not re-enter the site.
* Engage with police and other security personnel to improve service to M&S, including participation in crime partnership meetings and shop watch schemes.
* Apprehend external thieves (only if necessary) in line with business policy and only if all components of theft are witnessed.
* Report any incidents of known or suspected internal theft or malpractice.
Key Skills
* Confident with a friendly and natural personality.
* Strong communication skills to engage customers easily.
* Ability to focus on greeting customers and deterring suspicious activity.
* Natural empathy with M&S brand and values, including service behaviors.
* Self-motivated and willing to try new approaches.
* Maintain high standards of appearance and uniform standards.
* No requirement to be licensed, 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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