Customer Assistant - Service & Safety - 40 Hours - Berwick
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.
Fixed Term Contract
Example Work Pattern:
Hours to cover the period 15 December to 29 December 2024
Week 1: Tuesday - Friday 1100-2000, Saturday 1200-2100
Week 2: Sunday 1000-1700, Monday 1130-2000, Tuesday 0830-1830, Friday 1000-2000, Saturday 1000-1900
All new starters will be expected to attend an Induction. Please be aware, this may not be held in your base store.
Purpose
To deliver a great shopping experience for our customers, we are looking for colleagues who put customers before tasks every time whilst championing and promoting our brilliant products. As the face of the business, you will be the voice of our customers helping us to continually improve.
Key Accountabilities
1. Provide customers with a visible presence at the beginning of their shopping journey.
2. Welcome customers to the store with a smile and by making eye contact, using greeting techniques known to deter theft.
3. Support other areas within the store (e.g., Foods, C&H, Operations).
4. Be knowledgeable of the store, supporting key marketing messages, latest products, and common customer inquiries.
5. Assist customers in navigating the store and provide the right level of support.
6. Thank customers for shopping with us when they exit.
7. Deal calmly and empathetically with various retail circumstances, including confrontational situations.
8. Respond to door alarms sincerely and resolve any customer issues.
9. Act as a deterrent against violence, anti-social behaviour, targeted theft, and criminal activity.
10. Identify and monitor suspicious persons or activity and take appropriate actions.
11. Report all incidents through the M&S Incident reporting process and to the police where necessary.
12. Ensure that individuals served with a trespass notice do not re-enter the site.
13. Carry a store radio and engage with police and other security personnel.
14. Apprehend external thieves only if necessary and in line with business policy.
15. Report any incidents of known or suspected internal theft or malpractice.
Key Capabilities
1. Confident with a friendly and natural personality.
2. Strong communication skills with the ability to engage customers.
3. Ability to focus on greeting customers and deterring suspicious activity.
4. Natural empathy with M&S brand and values.
5. Self-motivated and willing to try new approaches.
6. Maintain high standards of appearance and uniform.
7. No requirement to be licensed, but good observation skills are beneficial.
Key Relationships and Stakeholders
1. Store Management team
2. Store Colleagues
3. Operational Security Manager
4. Regional teams (RLPMs/RCOMs)
5. Store Detectives
6. SOC
7. Police
8. Local Networks
Everyone's Welcome
M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. Join us and make an immediate impact.
We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, starting with our recruitment and selection process, and we are happy to talk flexible working.
If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application.
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