Customer Assistant - Service & Safety Assistant - Leamington

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Sector: Retail and Wholesale

Role: Assistant

Contract Type: Permanent

Hours: Full Time

Work Pattern

Week 1
Sunday: 10:00-18:00
Tuesday: 10:00-18:00
Wednesday: 10:00-18:00
Thursday: 10:00-18:00
Friday: 10:00-18:00

Week 2
Monday: 10:00-18:00
Tuesday: 10:00-18:00
Thursday: 10:00-18:00
Friday: 10:00-18:00
Saturday: 10:00-18:00

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.

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 by making eye contact, using a range of greeting techniques known to deter theft.
• Support other areas within the store as needed (e.g., Foods, C&H, Operations).
• Be knowledgeable of the store, supporting key marketing messages, latest products, and answering common questions.
• Assist customers in navigating the store, recognizing when they need help and providing appropriate support.
• Thank customers for shopping when they exit.
• Handle various retail circumstances calmly and empathetically, including confrontational situations.
• Respond to door alarms sincerely and resolve any issues customers may have.
• Act as a visible deterrent against violence, anti-social behavior, targeted theft, and criminal activity.
• Identify and monitor suspicious persons or activity and engage appropriately to deter theft.
• Report all incidents through the M&S Incident reporting process and notify the police when necessary.
• Ensure that individuals served with a trespass notice do not re-enter the site.
• Carry the store radio and engage with police and security personnel to enhance service, including crime partnership meetings.
• Apprehend external thieves only if necessary and in line with business policy.
• Report any incidents of known or suspected internal theft or malpractice.

Key Skills

• Confidence with a friendly and approachable personality.
• Strong communication skills to engage customers effectively.
• Ability to focus on greeting customers and deterring suspicious activity.
• Empathy with the M&S brand and values, including service behaviors.
• Self-motivated and willing to try new approaches.
• Maintain high standards of appearance and uniform.
• No license required, but 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

Company

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