Customer Assistant - Service & Safety Assistant - Gyle

Marks and Spencer; City of Edinburgh; On-site; GBP 20,000 - 25,000; Part time

Job summary

A leading UK retailer in Edinburgh is seeking a Customer Engagement Specialist to ensure a safe shopping environment by welcoming customers and deterring theft. The role requires strong communication skills and a confident demeanor, with responsibilities including customer assistance and incident reporting. Candidates must be over 18. The position offers flexible part-time hours, especially during peak weeks.

Qualifications

• Must be 18 years or older to comply with health and safety legislation.
• No requirement for specific licenses, but good observation skills are beneficial.

Responsibilities

• Provide customers with a visible presence at the start of their shopping journey.
• Welcome customers and deter theft through engaging greetings.
• Support various tasks throughout the store as needed.
• Assist customers in navigating the store and provide help when required.
• Report incidents according to company protocol.

Skills

Confident with a friendly personality

Strong communication skills

Ability to engage customers

Natural empathy with brand values

Self-motivated

Good observation skills

Job description

All the details

Working Pattern

• Sunday 11:00-19:00
• Wednesday 11:00-19:00
• Thursday 13:00-21:00
• Friday 11:00-19:00
• Saturday 11:00-19:00

Due to operational requirements, all successful Candidates will be asked to work up to full time during the weeks commencing 14th and 21st December.

Under 18 disclaimer We can't consider applications from anyone under the age of 18. This is to comply with the relevant health and safety legislation and to keep our colleagues safe in the workplace.

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 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

Key Relationships and Stakeholders

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