Cafe Customer AssistantWorking PatternWeek 1Sun - 12 - 4Mon - 12 - 4Wed - 12 - 4Sat - 12 - 4Week 2Sun - 12 - 4Mon - 12 - 4Wed - 12 - 4Sat - 12 - 4PurposeTo deliver a great shopping experience for customers, putting them before tasks every time.Champion new ways of working within stores through an open mindset and positive attitude.Complete tasks and processes that deliver 'best in town' standards.Serve and sell across all channels brilliantly well.Be the voice of our customers to help us continually improve.Key AccountabilitiesServe customers efficiently and brilliantly well – on the shop floor and at service points.Deliver 'best in town' standards through presentation standards, availability, and keeping the store clean and tidy.Skilled to utilize all digital tools and communication channels to do the job.Share customer and colleague feedback to help us do things better.Share knowledge and experience with colleagues to support others in building skill and confidence.Own personal learning & development and proactively access digital learning solutions.Know daily sales targets, priorities, promotions & selling opportunities.Have great product knowledge to sell and recommend products and services.Proactively engage with customers to understand their needs and make recommendations.Understand store priorities and their part to play.Complete tasks with pace and in line with SOPs.Minimize cost and waste through good process practice.Follow safe and legal working practices.Key CapabilitiesUnderstand how M&S operates, its strategy, future, and the role they play.Committed to delivering excellent work fast with great attention to detail.Open to and acts on feedback, asking for this regularly.Set performance objectives for self in conjunction with line manager and in line with business plans.Take accountability for planning and managing own work efficiently to ensure objectives are met.Be curious and ask questions to challenge the status quo.Effective at communicating intentions to others; ensures communication is clear and simple.In control of reactions and considers how to share perspectives to create better reactions for the team.Copes well with change and work challenges and recovers quickly from its impact.Build positive relationships by being a good listener and establishing connections.Technical Skills/ExperienceContributing to store sales and cost control.Work across the store to get things done right the first time within timescales.Comprehensive knowledge of customer shopping channels.Good level of product knowledge and services across the store.Up-to-date knowledge of the commercial operation and brilliant basics.Good level of digital capability and use of digital tools and applications.Understand customer needs and spot selling opportunities.Adapt to change.Good knowledge of VM principles.Key Relationships and StakeholdersCustomersColleaguesStore LeadershipBIG
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