Customer Assistant - Service & Safety - Leamington Shopping Park

Summary

Service and Safety Assistant

All the details

Below is the working pattern for this vacancy.

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.

Monday 12:00-20:00
Tuesday 12:00-20:00
Thursday 12:00-20:00
Friday 12:00-20:00
Saturday 12:00-20:00

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 eye contact, using greeting techniques to deter theft.
• Support other areas within the store (e.g., Foods, C&H, Operations) as needed.
• Be knowledgeable of the store, supporting key marketing messages, latest products, and common inquiries (e.g., store closing time).
• Assist customers in navigating the store, recognizing when help is needed.
• Thank customers for shopping with us as they exit.
• Handle various retail situations calmly and empathetically, including confrontational scenarios.
• Respond to door alarms sincerely, resolving customer issues.
• Act as a visible deterrent against violence, anti-social behavior, and theft, ensuring a safe shopping environment.
• Identify and monitor suspicious persons or activity and engage appropriately to deter theft.
• Report incidents through the M&S Incident reporting process, either via the Hicom app or to the Security Operations Centre, 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 improve service, including attending crime partnership meetings.
• Apprehend external thieves only if necessary and in accordance with business policy.
• Report any incidents of suspected internal theft or malpractice.

Key Skills

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