Customer Assistant - Service & Safety Assistant - Cheltenham

ENGINEERINGUK; Cheltenham; On-site; GBP 40,000 - 60,000; Part time

Job description

Customer Assistant - Service & Safety Assistant - Cheltenham

Sector: Retail and Wholesale
Role: Assistant
Contract Type: Variable Hours, Part Time

Summary
Service and Safety Assistant
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.

Working Pattern
Monday: 11:00-18:00
Wednesday: 11:00-18:00
Friday: 11:00-18:00
Saturday: 11:00-18:00

Key Accountabilities and Measures

• Provide customers with a visible presence at the beginning of their shopping journey.
• Welcome customers to the store with a smile and eye contact, using greeting techniques known to deter theft.
• Support other areas within the store as needed.
• Be knowledgeable of the store, support key marketing messages, latest products, and common customer inquiries.
• Assist customers in navigating the store and provide appropriate support.
• Thank customers as they exit the store.
• Handle various retail situations calmly and empathetically.
• Respond to door alarms sincerely and resolve customer issues.
• Act as a visible deterrent against violence, anti-social behaviour, and theft.
• Identify and monitor suspicious persons or activities and take appropriate actions.
• Report all incidents through the M&S Incident reporting process.
• Ensure that persons served with a trespass notice do not re-enter the site.
• Engage with police and security personnel to enhance service and safety.
• Apprehend external thieves only if necessary and in line with business policy.
• Report any known or suspected internal theft or malpractice.

Key Skills

• Confident with a friendly and approachable personality.
• Strong communication skills to engage customers effectively.
• Ability to maintain focus on greeting customers and deterring suspicious activity.
• Natural empathy with M&S brand values and service behaviours.
• Self-motivated and open to trying new approaches.
• Maintain high standards of appearance and uniform.
• Good observation skills are beneficial.

Key Relationships and Stakeholders

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