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Customer Assistant Service & Safety

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Marks and Spencer

Oct 29

Applications are closed

  • Job
    Full-time
    Entry Level
  • Customer Relations
    Facilities Management
  • Southampton

Requirements

  • 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 focussed 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

Responsibilities

  • 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

FAQs

What are the working hours for the Customer Assistant Service & Safety position?

The working hours vary weekly; in Week 1, the shifts are Tue 16-20, Wed 16-20, Thu 16-20, and Sat 12-20. In Week 2, the hours are Sun 10:30-17, Tue 12-16, Wed 12-16, and Thu 9-14:45.

What key responsibilities does the Customer Assistant Service & Safety role entail?

Key responsibilities include providing a visible presence for customers, welcoming them, assisting with navigation, responding to theft alarms, monitoring suspicious activity, engaging with security personnel, and reporting incidents.

Are there any specific skills required for this position?

Yes, candidates should possess strong communication skills, confidence in customer engagement, empathy with the brand, self-motivation, good observation skills, and the ability to maintain high standards of appearance.

Is previous experience in retail or security required for this role?

While no specific experience is required, having good observation skills and a friendly personality is essential. Training will be provided to support the role.

Who will I be working closely with in this position?

You will work closely with the Store Management team, store colleagues, the Operational Security Manager, local police, Store Detectives, and various regional teams.

Will I be required to apprehend thieves?

You may apprehend external thieves only if necessary and in accordance with business policy, which requires that all components of theft are seen.

Is there a uniform requirement for this job?

Yes, maintaining high standards of appearance and uniform is essential for this role.

What should I do if I encounter a confrontational situation with a customer?

You should deal with such situations calmly and empathetically, focusing on resolving the issue while ensuring a safe shopping environment.

What safety measures are in place for this position?

Safety measures include being a visible deterrent against violence and theft, monitoring suspicious activity, and collaborating with police and security personnel.

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Marks and Spencer

Forward thinking, future-focused and digital-first retail

Retail & Consumer Goods
Industry
10,001+
Employees
1884
Founded Year

Mission & Purpose

We hold ourselves to a very high standard here at M&S. That much has never changed. Our attention to detail, forward thinking and passion for improvement has led to the creation of some of the nation’s most loved products. But a rapidly changing world demands that we change along with it. M&S has been at the forefront of social change for the past 134 years, and we’re determined to keep it that way. Setting bolder goals and giving our people the space and resources to achieve them. Today, we are a unique retailer delivering top quality food, clothing, home products and financial services. We employ over 80,000 colleagues who serve over 32 million customers. But what about tomorrow? We’ve put customer-focused digital innovation at the heart of our business, partnering with world-class technology firms to help shape the retail experience of the future. From digital transformation to empowering people to make a positive impact on wellbeing, communities and the planet, there’s never been a more exciting time to join us. Because if you become part of our journey today, you’ll be shaping the very future of our business.

Benefits

  • Colleague Discount

    Receive 20% discounts in-store for you and members of your household

  • Bonus

    We have discretionary bonus schemes depending on your role and our business performance

  • Pay

    Our salaries are competitive and reviewed every year

  • Life Assurance

    Life cover of twice your salary up to age 70 which is double when you join your M&S pension savings plan

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