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Customer Assistant - Bank and Services - Fosse Park

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myGwork - LGBTQ+ Business Community

1mo ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    Sales & Business Development
  • Leicester

AI generated summary

  • You must be over 18, self-motivated, adaptable, able to engage customers, digitally capable, and committed to improving performance and embracing change.
  • You will introduce M&S Bank products to suitable customers, support store performance, ensure compliance, and enhance the shopping experience while collaborating with team leadership.

Requirements

  • Due to the nature of this role, we are unable to accept applicants that are under 18 years of age.
  • Self-motivated individual who strives to contribute and perform.
  • Understand the role that you play within the store and within the success of M&S.
  • Ability to plan your own day and self-motivate throughout a shift.
  • Supports line manager on improving store Bank and Service Performance through sharing feedback and suggestions.
  • Can adapt and listen to the customer’s needs in order to provide a positive M&S experience.
  • Open to and acts on feedback, seeking this regularly.
  • In control of their own responses and considers how to share their perspective in a way that creates a positive reaction from the team.
  • Understands the need for change and positively supports the business as we evolve our Bank and Services model in stores.
  • Ability to connect to our customers and establish relationships with other store colleagues as these will be key to your success in this role.
  • Comfortable to start conversations with customers about our products including our M&S Credit Card in a compliant way.
  • Self-drive and a determination and motivated to improve on your own performance and the store’s results.
  • A solid basic level of digital capability.
  • Self-accountable to stay up to date with training, new ways of working and adopt new digital enhancements as they evolve.
  • An active interest in the way our customers are shopping across different channels.
  • An appreciation of the importance of loyalty products and how valued they are for us and our customers.
  • Adaptability to change through different priorities and campaigns through the year and with the potential for future evolution of the role.

Responsibilities

  • The current role core purpose is to proactively introduce our customers to our M&S Bank Credit Card and Club Rewards upgrade, contributing to the store’s overall performance.
  • You will be the key referral point on the M&S Bank Products you are trained on and further products if they become in scope to this role.
  • You will be responsible for introducing products to customers to the most suitable and appropriate customers throughout the store, always following the training that you receive, to ensure the most suitable customers are treated fairly and are well informed.
  • As a Bank and Services Colleague, you will be a highly visible colleague in our stores and around our till points supporting the wider store-team in delivering an outstanding shopping experience.
  • You will place the customer’s best interests first, seeking to provide not only a great shopping experience, but with the overall aim to achieve the best possible outcome for customers in store each time.
  • Support the store targets for Bank & Services product introduction through personal delivery, delivery within your immediate team and through engagement and relationships across the store including with store leadership.
  • Become the authority on the products that you are asked to introduce so that you can expertly introduce them to suitable customers in a compliant and positive manner.
  • Always act with integrity and adhere to compliance requirements when introducing our financial products to our customers.
  • Communicate with Store Leadership colleagues on successes and opportunities that you identify so that we can do things better.
  • Share your knowledge and experience with store colleagues to help the store’s performance.
  • Be aware of store level and bank performance to help consistently deliver suitable and compliant introductions to customers on our credit products.
  • Approach suitable customers to introduce our Bank and Services financial products and discuss them using the M&S Bank approved script and Frequently Asked Questions responses.
  • Serve our customers efficiently, thoughtfully, and compliantly – giving them the best experience that you can.

FAQs

What is the work pattern for this position?

The work pattern consists of two weeks: Week 1 includes Sunday 11:45-17:00, Thursday 10-18, and Friday 10-19; Week 2 includes Tuesday 10-18, Friday 11:45-17, and Saturday 10-18.

Is this position suitable for applicants under 18 years of age?

No, due to the nature of this role, we are unable to accept applicants that are under 18 years of age.

What is the core purpose of this job role?

The core purpose is to proactively introduce customers to M&S Bank products, specifically the M&S Bank Credit Card and Club Rewards upgrade, and contribute to the store's overall performance.

What key capabilities are required for this role?

Key capabilities include being self-motivated, supporting line managers, adapting to customer needs, acting on feedback, and positively supporting changes within the business.

What are the key accountabilities in this job?

Key accountabilities include supporting store targets for product introduction, becoming an authority on relevant products, communicating with store leadership, and serving customers efficiently and compliantly.

What technical skills or experience should candidates have?

Candidates should be able to connect with customers, start conversations about products, have self-drive and determination, possess a basic level of digital capability, and have an active interest in customer shopping behaviors.

Who are the key relationships in this role?

Key relationships include customers, colleagues in store and Bank and Service Colleagues, the Store Leadership Team, and the M&S Bank and Service Performance Manager.

Is this position permanent or temporary?

This is a temporary vacancy.

What products will the Customer Assistant be introducing to customers?

The Customer Assistant will introduce M&S Bank products, including the M&S Bank Credit Card and Club Rewards upgrade.

What is expected of a Customer Assistant in terms of customer experience?

A Customer Assistant is expected to place the customer’s best interests first, provide an outstanding shopping experience, and achieve the best possible outcomes for customers in store.

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myGwork - LGBTQ+ Business Community

The business community for LGBTQ+ professionals, graduates, inclusive employers and advocates for workplace equality.

Technology
Industry
11-50
Employees
2014
Founded Year

Mission & Purpose

myGwork is the largest global platform for the LGBTQ+ business community. Our mission is to make the workplace more inclusive for all by providing individual users and partner organizations access to a wide eco-system of services, including job opportunities, training, mentoring, employer branding, and free community events. Joining the platform is free for individual members, which supports myGwork’s goal of ensuring that the platform's benefits are as accessible and as far-reaching as possible. Corporate members get a tailored service, with carefully curated product packages to help them achieve all their DE&I goals. myGwork organizes two annual events, WorkFair – the largest virtual global career fair for the LGBTQ+ professionals, graduates and students, and WorkPride – a week-long global conference for the LGBTQ+ business community and allies during Pride Month. The company also recently launched the myGwork Academy, delivering practical and relevant LGBTQ+ training education to help create inclusive workplaces for all.