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Service & Safety Customer Assistant

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Marks and Spencer

1mo ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    Facilities Management

AI generated summary

  • You need strong communication skills, an engaging personality, attention to detail, self-motivation, a commitment to M&S values, and good observation skills, with high appearance standards.
  • You will greet customers, assist with store navigation, deter theft, report incidents, engage with security, and ensure a safe shopping environment.

Requirements

  • 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

Responsibilities

  • 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

FAQs

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

The working hours for this position are Sunday from 11:00 to 17:00, and Wednesday, Thursday, and Friday from 10:00 to 21:00.

What are the main responsibilities of a Service & Safety Customer Assistant?

The main responsibilities include welcoming customers, providing a visible presence in the store, assisting customers, monitoring for suspicious activity, and reporting incidents as per the M&S Incident reporting process.

Is any special training required for this position?

No specific licensing is required, but strong observational skills and training to support various areas within the store will be beneficial.

What key skills are needed for the role?

Key skills include strong communication abilities, confidence, empathy, self-motivation, and the ability to maintain high appearance standards.

Who will I work with as a Service & Safety Customer Assistant?

You will have key relationships with the store management team, store colleagues, the Operational Security Manager, regional teams, and other stakeholders like store detectives and local police.

How does the role contribute to customer safety?

The role helps create a safe shopping environment by being a visible deterrent against theft and anti-social behaviour, assisting customers, and responding to security incidents.

Will I be required to apprehend thieves?

You may apprehend external thieves only if necessary and in accordance with business policy, ensuring that all components of the theft are witnessed.

What is the expected demeanor when dealing with confrontational situations?

You should remain calm and empathetic when dealing with confrontational situations to ensure effective resolution.

How should I respond to door alarms?

You should respond to door alarms in a sincere and apologetic manner, addressing any issues the customer may have.

Are there opportunities to suggest improvements in this role?

Yes, being self-motivated and willing to suggest new approaches or try different methods is valued in this position.

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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