Customer Assistant - Glasgow, United Kingdom - Marks & Spencer

Marks & Spencer

Verified Company

Glasgow, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Assistant - Service & Safety Assistant - Permanent - Braehead

Contract Start Date:12/03/23

Working Pattern

Week 1
MON TUE WED FRI 13-21, SAT 11-19

Week 2
SUN 11-7, MON WED THUR FRI 10-18

Service & Safety Assistant (Customer Colleague) Business area Retail/Stores

Job purpose

Engage customers with a visible presence at the beginning and end of their shopping experience in M&S in a welcoming and confident manner.
Use a range of greeting techniques to enhance the customer's journey when in our stores and to deter criminal activity from the store when required.
Creating a safe shopping environment through the adoption of a range of de escalation techniques to mitigate aggression and confrontational situations
Adopt business policy when dealing with criminals Reward level and salary A Reporting to Team Manager Overall Scope of the role
To represent and reflect the values of the store and our brand
Delivering excellent service to our customers
Confident communicator
Supporting a safe & secure environment for customers & colleagues

Key Accountabilities and Measures

Engage with all elements of the Connected Security Strategy including CSOC & Store Detectives
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.
Complete activities contained in the SSA activity framework as required by store management.
Be a visible deterrent against violence, antisocial 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 MIDAS app (on the Honey well) or into the Connected Security Operations Centre, and to the police where necessary.
Ensure that persons served with a trespass notice do not reenter 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 selfmotivated, willing to improvise and suggest or try new approaches
Able to maintain high standards of appearance and uniform standards
No requirement to be Security Industry Association licensed, but good observation skills would be a benefit

Key Relationships and Stakeholders
Store Management team

Store Colleagues
Operational Security Manager
Regional teams (LPMs)
Store Detectives
SOC
Police
Local Networks

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.

Glasgow, GLASGOW, SCOTLAND;
Braehead