Service & Safety Customer Assistant - Aylesbury
Sector: Retail and Wholesale
Role: Assistant
Contract Type: Permanent
Hours: Full Time
Summary
Service and Safety Assistant
Work Pattern:
Mon 1000-1830
Tue 1000-1830
Wed 1000-1830
Fri 1000-1830
Sat 1000-1830
Sun 0800-1630
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 make eye contact, using 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, support key marketing messages, latest products, and frequently asked questions.
* Assist customers in navigating the store and provide the right level of support when needed.
* Thank customers for shopping when they exit.
* Handle various retail circumstances calmly and empathetically, including confrontational situations.
* Respond sincerely to door alarms and resolve customer issues.
* Act as a visible deterrent against violence, anti-social behaviour, and theft to support a safe shopping environment.
* Monitor suspicious activity and take appropriate actions to deter theft.
* Report incidents through the M&S Incident reporting process and to law enforcement as necessary.
* Ensure that individuals served with a trespass notice do not re-enter the site.
* Engage with police and security personnel to improve service and attend crime partnership meetings as required.
* Apprehend external thieves only if necessary and in line with business policy.
* Report suspected internal theft or malpractice.
Key Skills
* Confident with a friendly and natural personality.
* Strong communication skills to engage customers effectively.
* Ability to focus on greeting customers and deterring suspicious activity.
* Empathy with M&S brand values and service behaviours.
* Self-motivated and willing to try new approaches.
* Maintain high standards of appearance and uniform.
* No requirement for licensing, 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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