Customer Assistant - Service & Safety - Brooklands

Work PatternWeek 1Sunday: 07:00-16:00Monday: 14:00- 22:00 Wednesday: 08:00-15:00Thursday: 08:00-15:00Friday: 08:00-15:00Week 2Monday: 14:00-22:00 Tuesday: 14:00-22:00 Wednesday: 14:00-22:00 Friday: 08:00-15:00Saturday: 08:00-15:00

Under 18 disclaimer To comply with health and safety legislation and keep our colleagues safe in the workplace, colleagues in this role must be 18 years of age or older.

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