Summary
Customer Assistant - Service and Safety - Aintree
Working Pattern:
Week 1:
Monday- 09:00- 21:00
Tuesday- 09:00- 21:00
Thursday- 09:00 - 21:00
Week 2:
Wednesday- 09:00- 21:00
Friday- 09:00- 21:00
Saturday- 08:00- 20:00
To comply with relevant health and safety legislation and to keep our colleagues safe in the workplace, we cannot consider applications from 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 greeting techniques known to deter theft.
3. Support other areas within the store, such as Foods, C&H, and Operations.
4. Be knowledgeable of the store, support key marketing messages, latest products, and common customer inquiries.
5. Assist customers in navigating the store and recognize when they need help.
6. Thank customers for shopping when they exit.
7. Handle various retail situations calmly and empathetically, including confrontational ones.
8. Respond sincerely to door alarms, resolving any customer issues.
9. Act as a visible deterrent against violence, anti-social behavior, targeted theft, and criminal activity to maintain a safe shopping environment.
10. Identify and monitor suspicious persons and activities, taking appropriate actions to deter theft.
11. Report incidents through the M&S Incident reporting process or to the Security Operations Centre and 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 improve service, including participation in crime partnership meetings.
14. Apprehend external thieves only if necessary and in line with business policy.
15. Report any known or suspected internal theft or malpractice.
Key Skills
1. Confidence with a friendly and natural personality is essential.
2. Strong communication skills to engage customers effectively.
3. Ability to focus on greeting customers and deterring suspicious activity.
4. Empathy with the M&S brand and values, including service behaviors.
5. Self-motivated, willing to improvise and suggest new approaches.
6. Able to maintain high standards of appearance and uniform.
7. No licensing required, 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
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