Work Pattern
Week 1
Sunday: 11:00-15:00
Tuesday: 10:00-14:00
Wednesday: 14:00-18:00
Thursday: 10:00-14:00
Friday: 14:00-18:00
Week 2
Sunday: 12:00-16:00
Monday: 14:00-18:00
Thursday: 10:00-18:00
Friday: 12:00-17:00
Join our team at M&S as a Customer Assistant in our café, where you'll become a champion of our delightful food and drink offerings, offers, and services. We're seeking passionate individuals who take pride in their knowledge of the latest food and drink trends and are eager to share it with our customers.
You will be a brand ambassador who’s ready to recommend and promote our delicious café menu. Through remarkable service, you'll ensure our customers feel truly valued every time they shop with us.
Key Responsibilities
* Be digitally confident and utilize our digital tools, such as our digital menus and in-store devices, to enhance the customer experience.
* Ensure efficiency and effectiveness in your role, maintaining high standards in food safety and hygiene consistently.
* Be a team player, creating a great inclusive café environment, supporting and respecting your colleagues and our customers.
* Demonstrate flexibility, working effectively across various areas of the store and adapting to the changing demands of the retail environment seamlessly.
Purpose
* To deliver a great shopping experience for customers, prioritizing their needs every time.
* Champion new ways of working within stores through an open mindset and positive attitude.
* Complete tasks and processes that deliver ‘best in town’ standards.
* Serve and sell across all channels brilliantly well.
* Be the voice of our customers to help us continually improve.
Key Accountabilities
* Serve our customers efficiently and brilliantly well – on the shop floor and at service points.
* Deliver ‘best in town’ standards through presentation standards, availability, and maintaining a clean and tidy store.
* Utilize all digital tools and communication channels effectively.
* Share customer and colleague feedback to help us improve.
* Support colleagues in building skills and confidence through knowledge sharing.
* Own your learning & development and proactively access digital learning solutions.
* Know the daily sales targets, priorities, promotions & selling opportunities.
* Possess great product knowledge to sell and recommend our products and services.
* Proactively engage with customers to understand their needs and make recommendations.
* Understand store priorities and your role in achieving them.
* Complete tasks with pace and in line with SOPs.
* Minimize cost and waste through good process practice.
* Follow safe and legal working practices.
Key Capabilities
* Understand how M&S operates, its strategy, future, and your role within it.
* Commit to delivering excellent work quickly with great attention to detail.
* Be open to feedback and act on it, asking for it regularly.
* Set performance objectives for yourself in conjunction with your line manager and in line with business plans.
* Take accountability for planning and managing your work efficiently to ensure objectives are met.
* Be curious and ask questions to challenge the status quo.
* Communicate intentions clearly and simply to others.
* Manage your own reactions and consider how to share your perspective to create better reactions for the team.
* Cope well with change and work challenges, recovering quickly from their impact.
* Build positive relationships by being a good listener and getting to know people.
Technical Skills/Experience
* Contribute to store sales and cost control.
* Work across the store to get things done right the first time within timescales.
* Have comprehensive knowledge of customer shopping channels.
* Possess a good level of product knowledge and services across the store.
* Stay up to date with the commercial operation and brilliant basics.
* Have a good level of digital capability and use of digital tools and applications.
* Understand customer needs and spot selling opportunities.
* Adapt to change effectively.
* Have good knowledge of VM principles.
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
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