Customer Assistant-Service and Safety
Client:
Marks and Spencer
Location:
United Kingdom
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
6310e64a1009
Job Views:
7
Posted:
22.02.2025
Expiry Date:
08.04.2025
Job Description:
Due to the nature of this role we cannot accept applications for anyone under the age of 18.
Key Accountabilities and Measures:
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 techniques to deter theft.
3. Support other areas within the store as needed (Foods, C&H, Operations).
4. Be knowledgeable of the store and support key marketing messages, latest products, and answer common questions.
5. Assist customers in navigating the store and provide appropriate support when needed.
6. Thank customers for shopping when they exit.
7. Handle various retail situations calmly and empathetically, including confrontational circumstances.
8. Respond sincerely to door alarms and resolve customer issues.
9. Act as a visible deterrent against violence, anti-social behaviour, and theft to ensure a safe shopping environment.
10. Identify and monitor suspicious persons or activity and engage appropriately to deter theft.
11. Report incidents through the M&S Incident reporting process and to the police when necessary.
12. Ensure that individuals served with a trespass notice do not re-enter the site.
13. Carry the store radio and engage with police and security personnel to enhance service, including participation in crime partnership meetings.
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 Skills:
1. Confidence with a friendly and approachable personality is essential.
2. Strong communication skills and the ability to engage customers easily.
3. Ability to focus on greeting customers and deterring suspicious activity.
4. Natural empathy with M&S brand and values, including service behaviours.
5. Self-motivated, willing to improvise and suggest new approaches.
6. Maintain high standards of appearance and uniform standards.
7. No requirement to be licensed, but good observation skills are beneficial.
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