Customer Assistant - Service & Safety Assistant - Leamington

Work Pattern

Week 1

• Sunday: 10:00-18:00
• Tuesday: 10:00-18:00
• Wednesday: 10:00-18:00
• Thursday: 10:00-18:00
• Friday: 10:00-18:00

Week 2

• Monday: 10:00-18:00
• Tuesday: 10:00-18:00
• Thursday: 10:00-18:00
• Friday: 10:00-18:00
• Saturday: 10:00-18:00

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

• 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, recognising when a customer needs help and provide 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 behaviour, 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.

Key Skills

• 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 behaviours.
• 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.

Key Relationships and Stakeholders

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