Customer Assistant-Service And Safety-Portfield

Week 1

Sun 10.00-16.30

Tues 12.00-20.00

Weds 12.00-20.00

Week 2

Thurs 12.00-18.30

Fri 12.00-20.00

Sat 12.00-20.00

Due to the nature of this role, we cannot accept applications for anyone under the age of 18.

Key Accountabilities and Measures

• Clearly identified to provide customers with a visible presence at the beginning of their shopping journey.
• Confidently welcome customers to the store with a smile and by making eye contact, and use a range of greeting techniques known to deter theft from the store.
• Flexible and trained to support other areas within the store, i.e., Foods, C&H, Operations.
• Be knowledgeable of the store, support key marketing messages, latest products, and top questions (e.g., what time do you close?).
• Assist customers in navigating the store, recognizing when a customer needs help and providing the right level of support.
• Thank our customers for shopping with us when they exit.
• Deal calmly and empathetically with people in a variety of retail circumstances, including confrontational situations.
• Respond to door alarms in a sincere and apologetic manner, resolving any issues the customer may have.
• Be a visible deterrent against violence, anti-social behavior, targeted theft, till snatches, and criminal activity to support a safe shopping environment.
• Identify and monitor suspicious persons, activity, or theft and take appropriate customer-engaging actions as required to deter.
• Ensure all incidents are reported through the M&S Incident reporting process either through the Hicom app (on the Honey well) or into the Security Operations Centre, and to the police where necessary.
• Ensure that persons served with a trespass notice do not re-enter the site.
• Responsible for carrying store radio and engaging with police and other security personnel to improve service to M&S; this may include crime partnership meetings, agreed police meetings, shop watch schemes.
• Apprehend external thieves (only if necessary) in line with business policy and only if all components of theft are seen.
• Report any incidents of known or suspected internal theft or malpractice.

• Being confident with an easily felt presence and friendly and natural personality is essential.
• Strong communication skills with the ability to engage customers with ease.
• Ability to remain focused at greeting customers and deterring suspicious activity.
• To have a natural empathy with our M&S brand and values, including service behaviors.
• To be self-motivated, willing to improvise and suggest or try new approaches.
• Able to maintain high standards of appearance and uniform standards.
• No requirement to be licensed, but good observation skills would be a benefit.

• Store Management team.
• Store Colleagues.
• Operational Security Manager.
• Regional teams (RLPMs/RCOMs).
• Store Detectives.
• SOC.
• Police.
• Local Networks.