Customer Assistant - Service & Safety Assistant - Teeside Park

Marks and Spencer; Stockton-on-Tees; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading retail company in Stockton-on-Tees seeks a Service and Safety Assistant. The role involves providing a friendly presence to customers, deterring theft, and ensuring store safety. Ideal candidates should have strong communication skills and the ability to handle confrontational situations effectively. This position offers flexible working hours across various days of the week.

Qualifications

• Experience in a retail environment or a customer-facing role.
• Ability to handle confrontational situations calmly and with empathy.
• Knowledge of store operations and security protocols.

Responsibilities

• Provide a visible presence for customers at the start of their shopping journey.
• Welcome and assist customers while deterring theft.
• Manage incidents involving theft or anti-social behaviour.

Skills

Confident and friendly personality

Strong communication skills

Ability to deter suspicious activity

Self-motivated and innovative

Good observation skills

Job description

Summary

Service and Safety Assistant

All the details

Work Pattern

WEEK 1

Sunday 10:00-16:30

Thursday 16:00-20:00

Saturday 16:00-20:00

WEEK 2

Sunday 10:00-16:30

Friday 16:00-20:00

Saturday 16:00-20:00

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