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Service & Safety Customer Assistant

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Marks and Spencer

2mo ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    Facilities Management

AI generated summary

  • You must provide visible customer support, deter theft, use security equipment, handle incidents calmly, and maintain high appearance standards while embodying M&S values.
  • You will assist customers, deter theft, support safety, resolve incidents, monitor store activity, and engage with security personnel while maintaining a welcoming presence.

Requirements

  • Clearly identified in SSA uniform to provide customers with a visible presence throughout their shopping experience.
  • Confidently welcome customers into the store and thank them when they leave with a smile and by making eye contact, and able to use a range of greeting techniques known to deter opportunistic theft.
  • Recognise and support the needs of customers who may require extra help and assistance for example those with assistance dogs or any others who may need extra help to access our stores.
  • Support a culture of service and safety by using the service & Safety Assistant framework of activities as agreed with your line manager.
  • Confident in the use of all M&S security equipment including Body Worn Cameras, and Personal Safety Devices.
  • Be knowledgeable of the store opening times, layout, products, and sales.
  • Deal calmly and empathetically with people in a variety of retail circumstances, including confrontational situations by adopting M&S techniques to avoid aggression and by using M&S security equipment such as Body Worn Cameras when necessary.
  • Respond to door alarms using excellent customer service skills, assisting them to resolve the situation as per our standard operating procedures.
  • Be a visible deterrent against violence, anti-social behaviour, targeted theft, till snatches and other criminal activity.
  • Identify and monitor suspicious persons, activity or theft and take appropriate customer engaging actions to deter theft and aggression.
  • Support the reporting of all security incidents in your store using the Auror incident reporting platform and SOC.
  • Support managers issue and manage trespass notices – be aware of individuals subject to your stores trespass notices and Auror persons of interest.
  • Responsible for carrying store radio and other security devices where appropriate and engaging with police and other security personnel to improve service to M&S, this may include crime partnership meetings, agreed police meetings or 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.
  • Flexible and trained to support other areas within the store only in exceptional circumstances (and not routinely) i.e. fridge breakdowns or emergency support.
  • Being confident with an easily felt presence and friendly and natural personality is essential. Be an effective member of and work with the wider connected security team including SOC operatives, Store Detectives and Store Protection Officers.
  • Strong communication skills with the ability to engage customers with ease.
  • Ability to remain focussed at greeting customers and deterring suspicious activity.
  • Have a natural empathy with our M&S brand and values, including service behaviours.
  • 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 security licensed, but good observation skills would be a benefit.

Responsibilities

  • Clearly identified in SSA uniform to provide customers with a visible presence throughout their shopping experience.
  • Confidently welcome customers into the store and thank them when they leave with a smile and by making eye contact, and able to use a range of greeting techniques known to deter opportunistic theft,
  • Recognise and support the needs of customers who may require extra help and assistance for example those with assistance dogs or any others who may need extra help to access our stores.
  • Support a culture of service and safety by using the service & Safety Assistant framework of activities as agreed with your line manager.
  • Confident in the use of all M&S security equipment including Body Worn Cameras, and Personal Safety Devices.
  • Be knowledgeable of the store opening times, layout, products, and sales.
  • Deal calmly and empathetically with people in a variety of retail circumstances, including confrontational situations by adopting M&S techniques to avoid aggression and by using M&S security equipment such as Body Worn Cameras when necessary.
  • Respond to door alarms using excellent customer service skills, assisting them to resolve the situation as per our standard operating procedures.
  • Be a visible deterrent against violence, anti-social behaviour, targeted theft, till snatches and other criminal activity.
  • Identify and monitor suspicious persons, activity or theft and take appropriate customer engaging actions to deter theft and aggression.
  • Support the reporting of all security incidents in your store using the Auror incident reporting platform and SOC.
  • Support managers issue and manage trespass notices – be aware of individuals subject to your stores trespass notices and Auror persons of interest.
  • Responsible for carrying store radio and other security devices where appropriate and engaging with police and other security personnel to improve service to M&S, this may include crime partnership meetings, agreed police meetings or 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
  • Flexible and trained to support other areas within the store only in exceptional circumstances (and not routinely) i.e. fridge breakdowns or emergency support.

FAQs

What are the work hours for the Service & Safety Customer Assistant position?

The work hours are Saturday from 08:00 to 20:00 and Sunday from 09:30 to 16:00.

What should I wear as a Service & Safety Customer Assistant?

You should wear the SSA uniform to ensure a visible presence for customers throughout their shopping experience.

Will I need security licensing for this role?

No, there is no requirement to be security licensed, but good observation skills would be beneficial.

What is the primary responsibility of the Service & Safety Customer Assistant?

The primary responsibility is to provide a visible presence, enhance customer service, deter theft and anti-social behavior, and support overall store safety.

How will I handle confrontational situations in this role?

You will deal calmly and empathetically with people using M&S techniques to avoid aggression, and you may use M&S security equipment as necessary.

What kind of skills are important for this position?

Key skills include strong communication, confidence, empathy with the M&S brand and values, self-motivation, and the ability to maintain high standards of appearance.

Are there any other responsibilities outside of customer assistance?

Yes, you may need to support managers with issuing and managing trespass notices, respond to door alarms, and report security incidents using the designated platforms.

Will I interact with law enforcement or security personnel?

Yes, your role may require engaging with police and other security personnel to improve service and participate in crime partnership meetings or shop watch schemes.

Can I work in other areas of the store if needed?

Yes, you will be flexible and trained to support other areas within the store, but only in exceptional circumstances and not routinely.

Who will I report security incidents to?

You will report security incidents using the Auror incident reporting platform and communicate with your store's management team and other security personnel as necessary.

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Marks and Spencer

Forward thinking, future-focused and digital-first retail

Retail & Consumer Goods
Industry
10,001+
Employees
1884
Founded Year

Mission & Purpose

We hold ourselves to a very high standard here at M&S. That much has never changed. Our attention to detail, forward thinking and passion for improvement has led to the creation of some of the nation’s most loved products. But a rapidly changing world demands that we change along with it. M&S has been at the forefront of social change for the past 134 years, and we’re determined to keep it that way. Setting bolder goals and giving our people the space and resources to achieve them. Today, we are a unique retailer delivering top quality food, clothing, home products and financial services. We employ over 80,000 colleagues who serve over 32 million customers. But what about tomorrow? We’ve put customer-focused digital innovation at the heart of our business, partnering with world-class technology firms to help shape the retail experience of the future. From digital transformation to empowering people to make a positive impact on wellbeing, communities and the planet, there’s never been a more exciting time to join us. Because if you become part of our journey today, you’ll be shaping the very future of our business.

Benefits

  • Colleague Discount

    Receive 20% discounts in-store for you and members of your household

  • Bonus

    We have discretionary bonus schemes depending on your role and our business performance

  • Pay

    Our salaries are competitive and reviewed every year

  • Life Assurance

    Life cover of twice your salary up to age 70 which is double when you join your M&S pension savings plan