Customer Assistant - Service & Safety - Gyle
Summary
Customer Assistant - Service & Safety - 22.5 Hours - Gyle
Permanent Position
Age Restriction: 18
This job role means we can't consider applications from anyone under the age of 18 to comply with health and safety legislation.
Proposed Work Pattern:
Sunday 1100-1900
Wednesday 1200-2000
Saturday 1100-1900
Induction:
All new starters will be expected to attend a 2-day Induction. Please be aware, this may not be held in your base store.
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).
* Be knowledgeable about the store, marketing messages, latest products, and common inquiries.
* Assist customers in navigating the store and provide the right level of support.
* Thank customers for shopping when they exit.
* Deal calmly and empathetically with various retail circumstances, including confrontational situations.
* Respond to door alarms sincerely, resolving any customer issues.
* Be a visible deterrent against violence, anti-social behaviour, and criminal activity.
* Identify and monitor suspicious persons or activity and engage appropriately.
* Report incidents through the M&S Incident reporting process and to the police when necessary.
* Ensure that persons served with a trespass notice do not re-enter the site.
* Engage with police and security personnel to improve service to M&S.
* Apprehend external thieves only if necessary and in line with business policy.
* Report known or suspected internal theft or malpractice.
Key Skills
* Confident, friendly, and natural personality.
* Strong communication skills to engage customers easily.
* Ability to focus on greeting customers and deterring suspicious activity.
* Natural empathy with M&S brand and values.
* Self-motivated and willing to try new approaches.
* Maintain high standards of appearance and uniform.
* No requirement for licensing, 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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