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Service & Safety Customer Assistant

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Marks and Spencer

Oct 26

Applications are closed

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    Facilities Management
  • London

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 Service & Safety Customer Assistant position?

The working hours are Thursday, Friday, and Saturday from 10:00 AM to 8:00 PM.

What are the main responsibilities of a Service & Safety Customer Assistant?

Key responsibilities include welcoming customers, deterring theft, assisting customers, monitoring store safety, and reporting incidents as necessary.

Is prior experience necessary for this position?

No specific prior experience is required, but good observation skills and a friendly personality are beneficial.

What skills are essential for this role?

Essential skills include strong communication, confidence, ability to engage customers, empathy with the brand, self-motivation, and maintaining appearance standards.

Will I be trained for other areas within the store?

Yes, you will receive training to support other areas within the store, such as Foods and Operations.

What should I do if I encounter a confrontational situation?

You should deal with it calmly and empathetically, prioritizing a safe shopping environment.

Are there opportunities for career advancement in this role?

Yes, there may be opportunities for career advancement within the store or the larger company based on performance and available positions.

Do I need to be licensed for this position?

No, there is no requirement to be licensed, although good observation skills are beneficial.

Who will I be working with in this role?

You will be working closely with the store management team, store colleagues, operational security managers, store detectives, local police, and regional teams.

How does the role contribute to the overall safety of the store?

The role involves being a visible deterrent against criminal activity, monitoring suspicious behavior, and reporting incidents to maintain a safe shopping environment.

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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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