Customer Assistant - Service & Safety Assistant - Harrogate

Marks and Spencer; Harrogate; On-site; GBP 20,000 - 25,000; Full time

Job summary

A well-known retail chain is seeking a Retail Security Associate in Harrogate to provide a secure shopping environment. You will engage with customers, monitor store activity, and deter theft. Strong communication skills and a friendly demeanor are essential for this role. Flexibility to support different store areas is also important.

Qualifications

• No specific education requirement, good observation skills are beneficial.
• Must engage customers confidently and naturally.
• Ability to handle various retail situations calmly.

Responsibilities

• Provide visible presence to deter theft and ensure safety.
• Welcome customers and guide them in the store.
• Monitor suspicious activity and report incidents.
• Maintain high standards of appearance.

Skills

Strong communication skills

Observation skills

Confidence

Ability to engage customers

Empathy with brand values

Job description

All the details

Work Pattern

Week 1

Sunday: 10:00 - 16:30

Thursday: 08:30 - 18:00

Week 2

Tuesday: 10:00 - 18:00

Saturday: 10:00 - 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

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