Customer Assistant - Cafe - Gemini

Cafe Customer Assistant

Working Pattern

W1
S
M 0700-1100
T 0700-1100
W
T 1500-1900
F 0700-1100
S 0700-1100

W2
S
M 0700-1100
T 0700-1100
W 1500-1900
T 0700-1100
F 0700-1100
S

Purpose

• To deliver a great shopping experience for customers, putting them before tasks every time.
• Champion new ways of working within stores through an open mindset and positive attitude.
• Complete tasks and processes that deliver ‘best in town’ standards.
• Serve and sell across all channels brilliantly well.
• Be the voice of our customers to help us continually improve.

Key Accountabilities

• Serve customers efficiently and brilliantly well – on the shop floor and at service points.
• Deliver ‘best in town’ standards through presentation standards, availability, and keeping the store clean and tidy.
• Skilled in utilizing all digital tools and communication channels to perform the job.
• Share customer and colleague feedback to help improve processes.
• Share knowledge and experience with colleagues to support skill and confidence building.
• Own personal learning & development and proactively access digital learning solutions.
• Know the daily sales targets, priorities, promotions, and selling opportunities.
• Have great product knowledge to sell and recommend products and services.
• Proactively engage with customers to understand their needs and make recommendations.
• Understand store priorities and their role in achieving them.
• Complete tasks with pace and in line with SOPs.
• Minimize cost and waste through good process practices.
• Follow safe and legal working practices.

Key Capabilities

• Understanding how M&S operates, its strategy, future, and the role played.
• Committed to delivering excellent work quickly with great attention to detail.
• Open to and acts on feedback, asking for it regularly.
• Sets performance objectives in conjunction with the line manager and in line with business plans.
• Takes accountability for planning and managing work efficiently to ensure objectives are met.
• Curious and asks questions to challenge the status quo.
• Effective at communicating intentions to others; ensures communication is clear and simple.
• In control of reactions and considers how to share perspectives to create better reactions for the team.
• Copes well with change and work challenges and recovers quickly from impacts.
• Builds positive relationships by being a good listener and establishing connections.

Technical Skills/Experience

• Contributing to store sales and cost control.
• Work across the store to get things done right the first time within timescales.
• Comprehensive knowledge of customer shopping channels.
• Good level of product knowledge and services across the store.
• Up-to-date knowledge of commercial operations and brilliant basics.
• Good level of digital capability and use of digital tools and applications.
• Understanding customer needs and spotting selling opportunities.
• Adapting to change.
• Good knowledge of VM principles.

Key Relationships and Stakeholders

• Customers
• Colleagues
• Store Leadership
• BIG