Customer Assistant - Service & Safety - Leamington Shopping Park

ENGINEERINGUK; Royal Leamington Spa; On-site; GBP 40,000 - 60,000; Part time

Job description

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Summary
Service and Safety Assistant
All the details

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.

Working Pattern:
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 by making eye contact, using a range of greeting techniques known 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 questions (e.g., what time do you close?).
• Assist customers in navigating the store, recognizing when a customer needs help and providing the right level of support.
• Thank customers for shopping with us as they exit.
• Handle various retail circumstances calmly and empathetically, including confrontational situations.
• Respond to door alarms sincerely and apologetically, resolving any issues the customer may have.
• Act as a visible deterrent against violence, anti-social behavior, targeted theft, and criminal activity to support a safe shopping environment.
• Identify and monitor suspicious persons, activity, or theft, taking appropriate customer-engaging actions as required.
• Report all incidents through the M&S incident reporting process, either through the Hicom app (on the Honeywell) or into the Security Operations Centre, and to the police when necessary.
• Ensure that persons served with a trespass notice do not re-enter the site.
• Carry the store radio and engage with police and other security personnel to improve service to M&S, which may include crime partnership meetings, agreed police meetings, and shop watch schemes.
• Apprehend external thieves only if necessary and in line with business policy, ensuring all components of theft are witnessed.
• Report any incidents of known or suspected internal theft or malpractice.

Key Skills

• Confidence with a friendly and natural personality is essential.
• Strong communication skills with the ability to engage customers easily.
• Ability to remain focused on greeting customers and deterring suspicious activity.
• Natural empathy with M&S brand and values, including service behaviors.
• 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 beneficial.

Key Relationships and Stakeholders

• Store Management team
• Store Colleagues
• Operational Security Manager
• Regional teams (RLPMs/RCOMs)
• Store Detectives
• SOC
• Police
• Local Networks