Customer Assistant - Service & Safety - Brooklands

Customer Assistant - Service & Safety - Brooklands

Employer: M&S
Location: Weybridge, Surrey, UK
Salary: £12.00 per hour (increasing to £12.60 from 1st April)
Closing date: 18 Apr 2025

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

Work Pattern

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

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

• Provide customers with a visible presence at the beginning of their shopping journey.
• Welcome customers to the store with a smile, making eye contact, and using greeting techniques known to deter theft.
• Support other areas within the store as needed.
• Be knowledgeable of the store, marketing messages, and latest products.
• Assist customers in navigating the store and provide the right level of support.
• Thank customers for shopping with us when they exit.
• Deal calmly and empathetically with various retail circumstances, including confrontational situations.
• Respond to door alarms sincerely and resolve any customer issues.
• Be a visible deterrent against violence, anti-social behaviour, and criminal activity.
• Identify and monitor suspicious persons and activity, taking appropriate actions to deter theft.
• Report all incidents through the M&S Incident reporting process.
• Ensure that persons served with a trespass notice do not re-enter the site.
• Engage with police and security personnel to improve service to M&S.
• Apprehend external thieves only if necessary and in line 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 with the ability to engage customers easily.
• Ability to focus on greeting customers and deterring suspicious activity.
• Empathy with M&S brand and values.
• Self-motivated and willing to try new approaches.
• Maintain high standards of appearance and uniform.
• No requirement to be licensed, but good observation skills are beneficial.

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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