Customer Assistant - Service & Safety Assistant - Worthing

MARKS&SPENCER; Worthing; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading retail organization in Worthing is seeking a candidate to enhance customer experience and support store security. Responsibilities include welcoming customers, monitoring store safety, and assisting in various store areas. Ideal candidates will have strong communication skills and a confident presence. Join us to make a positive impact in our innovative retail environment.

Qualifications

• Being confident with a friendly and natural personality is essential.
• Ability to remain focused at greeting customers and deterring suspicious activity.
• Self-motivated and willing to suggest or try new approaches.

Responsibilities

• Provide visible presence at the beginning of the shopping journey.
• Welcome customers and deter theft.
• Support various areas within the store as needed.
• Monitor suspicious persons and ensure a safe shopping environment.

Skills

Strong communication skills

Ability to engage customers

Good observation skills

Confident personality

Job description

Work Pattern

Sunday 10:30 - 16:30; Monday 12:00 - 18:00; Thursday 12:00 - 18:00; Friday 12:00 - 18:00; Saturday 12:00 - 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, e.g. 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, recognise 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, which 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

Company Information

Someone's Welcome: M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact.

We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.

If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.