Cafe Customer Assistant
Working Pattern
Week 1
* Mon 11.00-17.00
* Thu 09.00-17.00
* Fri 12.00-17.00
* Sat 12.00-18.00
Week 2
* Mon 11.00-17.00
* Wed 09.00-17.00
* Fri 12.00-17.00
* Sat 08.00-14.00
Purpose
* To deliver a great shopping experience for customers, putting them before tasks 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 customers efficiently and brilliantly well – on the shop floor and at service points.
* Deliver ‘best in town’ standards through presentation, availability, and maintaining cleanliness in the store.
* Utilise all digital tools and communication channels effectively.
* Share customer and colleague feedback to improve operations.
* Support colleagues in building skills and confidence through knowledge sharing.
* Own learning and development, proactively accessing digital learning solutions.
* Know daily sales targets, priorities, promotions, and selling opportunities.
* Possess great product knowledge to sell and recommend products and services.
* Proactively engage with customers to understand their needs and make recommendations.
* Understand store priorities and their role in achieving them.
* Complete tasks promptly and in line with SOPs.
* Minimise cost and waste through good process practices.
* Follow safe and legal working practices.
Key Capabilities
* Understand how M&S operates, its strategy, future, and the role they play.
* Committed to delivering excellent work quickly with great attention to detail.
* Open to and acts on feedback, regularly asking for it.
* Set performance objectives in conjunction with the line manager and business plans.
* Accountable for planning and managing work efficiently to meet objectives.
* Curious and asks questions to challenge the status quo.
* Effectively communicates intentions to others, ensuring clarity.
* Controls reactions and considers how to share perspectives to create better team reactions.
* Copes well with change and work challenges, recovering quickly from impacts.
* Builds positive relationships by being a good listener and establishing connections.
Technical Skills/Experience
* Contribute to store sales and cost control.
* Work across the store to ensure tasks are done right the first time within timescales.
* Comprehensive knowledge of customer shopping channels.
* Good level of product knowledge and services across the store.
* Up-to-date knowledge of commercial operations and brilliant basics.
* Good level of digital capability and use of digital tools and applications.
* Understand customer needs and spot selling opportunities.
* Adapt to change.
* Good knowledge of VM principles.
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
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