Customer Assistant -Service & Safety -Carlisle

Customer Assistant - Service and Safety - Carlisle

Work Pattern:

Sun 11:15-18:00
Mon 11:15-18:00
Tues 11:15-18:00
Sat 11:15-18:00

Key Accountabilities and Measures:

1. Provide customers with a visible presence at the beginning of their shopping journey.
2. Welcome customers to the store with a smile and by making eye contact, using techniques to deter theft.
3. Support other areas within the store (Foods, C&H, Operations) as needed.
4. Be knowledgeable of the store, supporting key marketing messages, latest products, and answering common questions.
5. Assist customers in navigating the store and provide the right level of support when needed.
6. Thank customers for shopping when they exit.
7. Deal calmly and empathetically with various retail circumstances, including confrontational situations.
8. Respond to door alarms sincerely, resolving customer issues.
9. Act as a visible deterrent against violence, anti-social behaviour, and theft to support a safe shopping environment.
10. Identify and monitor suspicious persons or activities and engage appropriately to deter them.
11. Report all incidents through the M&S Incident reporting process and to the police when necessary.
12. Ensure that individuals served with a trespass notice do not re-enter the site.
13. Carry store radio and engage with police and security personnel to enhance service, including attending crime partnership meetings.
14. Apprehend external thieves only if necessary, in line with business policy.
15. Report any known or suspected internal theft or malpractice.

Key Skills:

1. Confident presence with a friendly and natural personality.
2. Strong communication skills to engage customers easily.
3. Ability to focus on greeting customers and deterring suspicious activity.
4. Natural empathy with M&S brand and values, including service behaviours.
5. Self-motivated and willing to try new approaches.
6. Maintain high standards of appearance and uniform.
7. No licensing required, but good observation skills are beneficial.