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Customer Assistant - Service & Safety - Cheltenham

Cheltenham

Contract type
Permanent
Position type
Full Time
Salary
£12.00 p/h
Closing date: 11th September 2024

Everyone is welcome at M&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M&S, that individuality has the potential to make waves.

Work Pattern:

Tuesday 1000-1800
Wednesday 0900-1700
Thursday 1000-1800
Friday 0800-1600
Saturday 1000-1800

Sunday 0930-1730
Monday 0800-1600
Tuesday 1000-1800
Wednesday 0900-1700
Thursday 0900-1700

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

To apply, please click on button below. You may need to 'Search and Apply' using relevant search criteria and the correct branch location. We do our best to keep our website as up to date as possible but if the advertiser is no longer advertising the role, you will not be able to apply. Please do not hesitate to let us know if this is the case. Please state you saw this advert on GlosJobs when applying.

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