Customer Assistant - Cafe - Canterbury

Marks and Spencer plc (UK); Canterbury; On-site; GBP 20,000 - 25,000; Full time

Job summary

Join a leading retail company as part of the café team, where you will deliver efficient customer service while maintaining high standards under pressure. Your role as a brand ambassador will require great product knowledge and an ability to engage with customers effectively. Teamwork and flexibility are crucial for adapting to the high-paced environment. Candidates must be digitally confident, ensuring smooth café operations, all while contributing to an exemplary shopping experience.

Qualifications

• Experience in a fast-paced customer service environment.
• Ability to handle pressure while maintaining quality service.
• Strong communication skills and the ability to build relationships.

Responsibilities

• Serve customers efficiently on the shop floor and points.
• Maintain presentation standards and cleanliness in the café.
• Engage with customers to understand needs and make recommendations.
• Work collaboratively with colleagues to ensure smooth operations.

Skills

Customer service excellence

Teamwork

Digital confidence

Food safety standards

Flexibility and adaptability

Tools

Digital tools and applications

Job description

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, its strategy, 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
• 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

Join our team in the M&S Café – the heart of our store and a place where customers come to recharge. This is a hands‑on, high‑pressure role for those who can handle pace, stay calm under pressure, and still deliver warm, five‑star service.

You’ll be a brand ambassador, making great food and drink recommendations while ensuring the café operates smoothly, even during the busiest periods.

• Being digitally confident is essential. You’ll use our tools to take and fulfil orders fast, keeping customers moving and satisfied.
• Efficiency and effectiveness are key aspects of your role. You’ll maintain impeccable food safety standards while juggling orders and queues.
• At M&S, our customers don’t wait. You’ll be fast and relentlessly focused on delivering quality under pressure while focusing on delivering five‑star service.
• Teamwork matters. You’ll support colleagues and contribute to a high‑performance culture that meets customer needs – no matter how hectic it gets.
• Flexibility is also vital. You’ll adapt quickly, working where needed with pace.

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