Customer Assistant - Service & Safety - Princes Street

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Customer Assistant - Service & Safety - 20 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...

Customer Assistant - Service & Safety - 20 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 -

Week 1
Sunday 1200-1600
Monday 1700-2100
Tuesday 1700-2100
Friday 0900-1300
Saturday 0800-1200
Week 2
Monday 0900-1300
Wednesday 0900-1300
Thursday 1700-2100
Friday 0800-1200
Saturday 0800-1200

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

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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