Customer Assistant - Service & Safety Assistant - Cheltenham

Below is the working pattern for this vacancy.

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.

Monday 11:00-18:00

Wednesday 11:00-18:00

Friday 11:00-18:00

Saturday 11:00-18:00

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.

• 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 focused 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.

• Store Management team
• Store Colleagues
• Operational Security Manager
• Regional teams (RLPMs/RCOMs)
• Store Detectives
• SOC
• Police
• Local Networks