Customer Assistant -Service & Safety -Carlisle

Customer Assistant - Service & Safety - Carlisle

Summary
Customer Assistant - Service and Safety - Carlisle
Work Pattern
Sun: 11:15-18:00
Mon: 11:15-18:00
Tues: 11:15-18:00
Wed: 11:15-18:00
Sat: 11:15-18:00
Over 18s only

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 eye contact, using techniques to deter theft.
• Support other areas within the store (e.g., Foods, C&H, Operations).
• Be knowledgeable of the store, marketing messages, latest products, and common customer inquiries.
• Assist customers in navigating the store and provide the right level of support.
• Thank customers for shopping when they exit.
• Calmly and empathetically deal with various retail circumstances, including confrontational situations.
• Respond to door alarms sincerely, resolving customer issues.
• Act as a visible deterrent against violence, anti-social behaviour, and theft.
• Identify and monitor suspicious persons or activities and engage appropriately.
• Report all incidents through the M&S Incident reporting process.
• Ensure that those served with a trespass notice do not re-enter the site.
• Carry store radio and engage with police and security personnel.
• Apprehend external thieves if necessary and in line with business policy.
• Report known or suspected internal theft or malpractice.

Key Skills

• Confident, friendly, and natural personality.
• Strong communication skills to engage customers easily.
• Ability to focus on greeting customers and deterring suspicious activity.
• Empathy with M&S brand and values, including service behaviours.
• Self-motivated and willing to suggest or try new approaches.
• Maintain high standards of appearance and uniform.
• No licensing required, 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