Work Pattern
Sunday: 10:30-16:30
Monday: 11:00-19:00
Tuesday: 11:00-19:00
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 eye contact, using greeting techniques to deter theft.
* Support other areas within the store (e.g., Foods, C&H, Operations) as needed.
* Be knowledgeable about the store, supporting key marketing messages and answering common questions.
* Assist customers in navigating the store and provide the right level of support when needed.
* Thank customers for shopping with us as they exit.
* Handle various retail situations calmly and empathetically, including confrontational circumstances.
* Respond to door alarms sincerely, resolving customer issues effectively.
* Act as a visible deterrent against violence, anti-social behaviour, theft, 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, including necessary police involvement.
* Ensure individuals served with a trespass notice do not re-enter the site.
* Carry the store radio and engage with police and security personnel to improve service.
* Apprehend external thieves only if necessary and in line with business policy.
* Report any incidents of known or suspected internal theft or malpractice.
Key Skills
* Confident with a friendly and natural personality.
* Strong communication skills with the ability to engage customers easily.
* Ability to stay focused on greeting customers and deterring suspicious activity.
* Natural empathy with M&S brand and values, including service behaviours.
* Self-motivated and willing to suggest or try new approaches.
* Maintain high standards of appearance and uniform.
* No licensing required, 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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