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    Customer Assistant - Stevenage, Hertfordshire, United Kingdom - Marks and Spencer

    Marks and Spencer
    Marks and Spencer Stevenage, Hertfordshire, United Kingdom

    1 week ago

    Default job background
    Part time
    Description

    Summary

    Customer Assistant - Service and Safety - Stevenage

    Hours: Need to be flexible
    Sun
    Mon-Fri or Mon-Fri
    Sat

    All the details

    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
    • Police
    • Local Networks
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