Customer Assistant - Service & Safety Assistant - Leeds Moortown

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

Job summary

A leading retail company in Leeds is seeking a Service and Safety Assistant. The role involves providing visible support to customers, ensuring a safe shopping environment, and assisting in various store areas. Ideal candidates are confident with strong communication skills and the ability to handle emergencies. This position requires working flexible hours and being at least 18 years old.

Qualifications

• Must be 18 years of age or older.
• Ability to deal with confrontational situations calmly and empathetically.
• Self-motivated and willing to improvise.

Responsibilities

• Provide customers with a visible presence at the beginning of their shopping journey.
• Assist customers in navigating the store.
• Respond sincerely to door alarms and resolve customer issues.

Skills

Strong communication skills

Confidence and friendly presence

Good observation skills

Job description

Summary

Service and Safety Assistant

Work Pattern

Week 1
Wednesday 11:00-18:00
Thursday 11:00-18:00
Saturday 11:00-18:00

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

• 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