Customer Assistant - Service and Safety Assistant - York

Marks and Spencer; York and North Yorkshire; On-site; GBP 40,000 - 60,000; Part time

Job summary

A leading retail brand in York is seeking a security personnel to enhance customer engagement and maintain a safe shopping environment. Responsibilities include welcoming customers, monitoring store activity, and collaborating with security personnel. The ideal candidate will possess strong communication skills and a confident demeanor. Flexible working hours with a premium for unsocial hours.

Qualifications

• Must be 18 years of age or older.
• No licensing required, but good observation skills are beneficial.

Responsibilities

• Provide a visible presence at the store.
• Welcome and assist customers.
• Monitor and report suspicious activity.
• Engage with police and security personnel.
• Support a safe shopping environment.

Skills

Strong communication skills

Confident presence

Empathy with brand values

Ability to deter suspicious activity

Job description

All the details

Work Pattern

Week 1

• Monday: 08:00-16:00
• Wednesday: 08:00-16:00
• Thursday: 08:00-16:00
• Saturday: 08:00-16:00

Week 2

• Sunday: 08:00-16:00
• Wednesday: 08:00-16:00
• Thursday: 08:00-16:00
• Friday: 08:00-16:00

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.

Please note that the + £3.00 p/h unsocial premium is only added on any hours worked between 22:00-06:00.

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