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    Customer Assistant - EDINBURGH, United Kingdom - MARKS&SPENCER

    MARKS&SPENCER
    MARKS&SPENCER EDINBURGH, United Kingdom

    2 weeks ago

    Default job background
    Full time
    Description
    Customer Assistant - Service & Safety- 25.5 Hours - Princes Street

    This job role means we can't consider applications from anyone under the age of 18.

    This is to comply with the relevant health and safety legislation and to keep our colleagues safe in the workplace.

    Example Work Pattern -Sunday

    Monday

    Thursday

    Friday

    All new starters will be expected to attend an Induction. Please be aware, this may not be held in your base store.

    Purpose


    To deliver a great shopping experience for our customers, we are looking for colleagues who put customers before tasks every time whilst championing and promoting our brilliant products.

    As the face of the business, you will be the voice of our customers helping us to continually improve.

    Key Accountabilities and Measures

    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

    Key Skills

    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

    Key Relationships and Stakeholders

    Store Management team

    Store Colleagues

    Operational Security Manager

    Regional teams (RLPMs/RCOMs)

    Store Detectives


    SOC
    Everyone's Welcome

    M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That's why we're revolutionising how we work and offering our most exciting opportunities yet. There's never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact.


    We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.


    If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application.

    We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.

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