Customer Assistant-Service and Safety-Portfield

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Customer Assistant-Service and Safety-Portfield

Sector: Retail and Wholesale
Role: Assistant
Contract Type: Permanent
Hours: Full Time

Summary
Service and Safety Assistant
All the details

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

• Provide customers with a visible presence at the beginning of their shopping journey.
• Welcome customers to the store with a smile and by making eye contact, using a range of greeting techniques to deter theft.
• Support other areas within the store, such as Foods, C&H, Operations.
• Be knowledgeable of the store, supporting key marketing messages, latest products, and common inquiries.
• Assist customers in navigating the store and recognize when they need help.
• Thank customers for shopping when they exit.
• Deal calmly and empathetically with customers in various retail circumstances, including confrontational situations.
• Respond to door alarms sincerely, resolving any issues for the customer.
• Act as a visible deterrent against violence, anti-social behaviour, theft, and criminal activity.
• Identify and monitor suspicious persons or activities and take appropriate actions to deter them.
• Report all 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, including attending crime partnership meetings.
• Apprehend external thieves only if necessary and in accordance with business policy.
• Report any incidents of known or suspected internal theft or malpractice.

Key Skills

• Confidence with a friendly and natural personality.
• Strong communication skills and the ability to engage customers easily.
• Focus on greeting customers and deterring suspicious activity.
• Natural empathy with M&S brand and values, including service behaviours.
• Self-motivated and willing to try new approaches.
• Maintain high standards of appearance and uniform.
• No licensing required, but good observation skills are a benefit.

Key Relationships and Stakeholders

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

Company

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