Job Description
Customer Assistant - Service & Safety - Brooklands - Weybridge, Surrey
Everyone is welcome at M&S. No exceptions. It’s your background, abilities, and differences that make you uniquely you.
And when you’re part of M&S, that individuality has the potential to make waves.
Work Pattern
1. Week 1
* Sunday: 07:00-16:00
* Monday: 14:00- 22:00
* Wednesday: 08:00-15:00
* Thursday: 08:00-15:00
* Friday: 08:00-15:00
1. Week 2
* Monday: 14:00-22:00
* Tuesday: 14:00-22:00
* Wednesday: 14:00-22:00
* Friday: 08:00-15:00
* Saturday: 08:00-15:00
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
1. Provide customers with a visible presence at the beginning of their shopping journey.
2. Confidently 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 (e.g., Foods, C&H, Operations).
4. Be knowledgeable of the store, supporting key marketing messages, latest products, and top questions (e.g., what time do you close?).
5. Assist customers in navigating the store and provide the right level of support.
6. Thank customers for shopping with us when they exit.
7. Deal calmly and empathetically with people in a variety of retail circumstances, including confrontational situations.
8. Respond to door alarms sincerely and apologetically, resolving any issues the customer may have.
9. Act as a visible deterrent against violence, anti-social behaviour, targeted theft, and criminal activity to support a safe shopping environment.
10. Identify and monitor suspicious persons, activity, or theft and take appropriate actions to deter.
11. Report all incidents through the M&S Incident reporting process.
12. Ensure that persons served with a trespass notice do not re-enter the site.
13. Engage with police and other security personnel to improve service to M&S.
14. Apprehend external thieves only if necessary and in line with business policy.
15. Report any incidents of known or suspected internal theft or malpractice.
Key Skills
1. Confidence with a friendly and natural personality.
2. Strong communication skills to engage customers easily.
3. Ability to focus on greeting customers and deterring suspicious activity.
4. Empathy with the M&S brand and values, including service behaviours.
5. Self-motivated, willing to improvise and suggest new approaches.
6. 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 Police
7. Local Networks
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