Customer Assistant - Service & Safety - Bury The Rock

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

Job summary

A leading retail company in Bury is seeking a Service and Safety Assistant to ensure customer safety and engagement. The role involves welcoming customers, monitoring store security, and reporting incidents to maintain a safe shopping environment. Ideal candidates will possess strong communication skills and a natural ability to connect with customers. This position requires no licensing but values good observation skills.

Qualifications

• Confident personality with a visible presence.
• Ability to engage customers easily.
• Ability to manage confrontational situations calmly.

Responsibilities

• Provide a visible presence for customers.
• Welcome customers warmly and confidently.
• Monitor suspicious activity and report incidents.

Skills

Strong communication skills

Natural empathy with M&S brand

Observation skills

Self-motivated

Friendly and natural personality

Job description

Summary

Service and Safety Assistant

All the details

Work Pattern

Work Pattern

Week 1: Monday 11:30-18:00; Friday 08:00-16:00; Saturday 08:00-16:00

Week 2: Sunday 10:30-17:00; Wednesday 09:00-17:00; Thursday 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