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Customer Assistant

M& S

Customer Assistant

Salary Not Specified

M& S, Stevenage

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 3 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: c29bb481ef794ac59c38fad1079ba733

Full Job Description

  • 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

    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

    Hours: Need to be flexible

    • Sun 1030-1630
    Mon-Fri 1500-2000 or Mon-Fri 0800-1400
    Sat 1200-2000,
  • Store Management team

  • Store Colleagues

  • Operational Security Manager

  • Regional teams (RLPMs/RCOMs)

  • Store Detectives

  • SOC

  • Police

  • Local Networks