Christmas - Customer Assistant - Operations - Bristol Cabot Circus

Marks and Spencer; West of England; On-site; GBP 18,000 - 24,000; Full time

Job summary

Marks & Spencer is seeking an Operations Assistant to support frontline store operations and customer service across channels. You will deliver a great shopping experience, work to SOPs, and help keep the store neat, well merchandised and compliant with safety standards.

You will use digital tools to assist customers and colleagues, share feedback for improvements, and develop your skills through available digital learning solutions.

Qualifications

• Experience in retail customer service preferred.
• Able to work to SOPs and standard procedures.
• Strong product knowledge and selling ability.

Responsibilities

• Serve customers efficiently on the shop floor and at service points.
• Maintain presentation standards and store cleanliness.
• Utilise digital tools and communicate effectively with customers and colleagues.
• Share customer and colleague feedback to drive improvements.
• Support ongoing learning and development through available digital solutions.
• Know and work towards daily sales targets, promotions, and selling opportunities.
• Recommend products and services to customers based on needs.
• Engage proactively with customers to understand and meet their needs.

Skills

Customer service

Communication

Teamwork

Attention to detail

Digital literacy

Adaptability

Learning mindset

Tools

Digital tools

Job description

Operations Assistant

All the details

Purpose

• To deliver a great shopping experience for their customers, putting customers before task every time
• Champion new ways of working within stores through an open mindset and positive attitude
• Complete tasks and processes that deliver best in town' standards
• Serve and sell across all channels brilliantly well
• Be the voice of our customer to help us continually improve

Key Accountabilities

• Serve our customers efficiently and brilliantly well - on the shop floor and at service points
• Deliver best in town' standards through presentation standards, availability and keeping the store clean and tidy
• Skilled to utilise all digital tools and communication channels to do the job
• Share customer and colleague feedback to help us do things better
• Share knowledge and experience with colleagues to support others in building skill and confidence
• Own their own learning & development and proactively access digital learning solutions
• Know the daily sales targets, priorities, promotions & selling opportunities
• Have great product knowledge to sell and recommend our products and services
• Proactively engage with customers to understand their needs and make recommendations
• Understand the store priorities and their part to play
• Complete tasks with pace and in line with SOPs
• Minimise cost and waste through good process practice
• Follow safe and legal working practices

Key Capabilities

• Understands how M&S operates,it'sstrategy, future and the role they play
• Committed to delivering excellent work fast with great attention to detail
• Open to and acts on feedback, asking for this regularly
• Sets performance objectives for self in conjunction with line manager and in line with business plans
• Takes accountability for planning and managing own work efficiently to ensure objectives are met
• Is curious and asks questions to challenge the status quo - ask why the company does things the way it does things
• Effective at communicating their intentions to others; ensures communication is clear and simple
• In control of their own reactions and considers how to share their perspective to create better reaction for team
• Copes well with change and work challenges and recovers quickly from its impact
• Builds positive relationships by being a good listener and getting to know people by establishing a connection

Technical Skills/ Experience

• Contributing to store sales and cost control
• Work across the store to get things done right first time within timescales
• Comprehensive knowledge of customer shopping channels
• Good level of product knowledge and services across the store
• Up to date knowledge of the commercial operation and brilliant basics
• Good level of digital capability and use of digital tools and applications
• Understand customer needs and spot selling opportunities
• Adapting to change
• Good Knowledge of VM principles

Key Relationships and Stakeholders

• Customers
• Colleagues
• Store Leadership
• BIG