Service and Safety Assistant
Below is the working pattern for this vacancy.
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.
Monday 11:00-18:00
Wednesday 11:00-18:00
Friday 11:00-18:00
Saturday 11:00-18:00
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, making eye contact, and using greeting techniques known to deter theft.
3. Support other areas within the store as needed (e.g., Foods, C&H, Operations).
4. Be knowledgeable of the store, supporting key marketing messages, latest products, and frequently asked questions (e.g., what time do you close?).
5. Assist customers in navigating the store, recognizing when they need help and providing the right level of support.
6. Thank customers for shopping with us when they exit.
7. Handle various retail circumstances calmly and empathetically, including confrontational situations.
8. Respond to door alarms sincerely and apologetically, resolving any customer issues.
9. Act as a visible deterrent against violence, anti-social behavior, targeted theft, till snatches, and criminal activity to support a safe shopping environment.
10. Identify and monitor suspicious persons, activity, or theft, taking appropriate actions to deter them.
11. 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.
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 other security personnel to improve service to M&S, including crime partnership meetings and shop watch schemes.
14. Apprehend external thieves (only if necessary) in line with business policy and only if all components of theft are observed.
15. Report any incidents of known or suspected internal theft or malpractice.
Key Skills
1. Confidence with a friendly and natural personality is essential.
2. Strong communication skills with the ability to engage customers easily.
3. Ability to remain focused on greeting customers and deterring suspicious activity.
4. Natural empathy with our M&S brand and values, including service behaviors.
5. Self-motivated, willing to improvise and suggest or try new approaches.
6. Able to maintain high standards of appearance and uniform standards.
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
#J-18808-Ljbffr