Customer Assistant - Service & Safety - Worcester

Details of the offer

Working Pattern Sunday 10.30-16.30
Monday 10.00-18.00
Tuesday 10.00-18.00
Thursday 10.00-18.00
Saturday 14.00-18.00
Under 18 disclaimer: 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.
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, making eye contact, and using various greeting techniques known to deter theft. Support other areas within the store, including Foods, C&H, and Operations. Be knowledgeable about the store, supporting key marketing messages, latest products, and frequently asked questions. Assist customers in navigating the store, recognizing when they need help and providing appropriate support. Thank customers for shopping with us when they exit. Handle various retail circumstances, including confrontational situations, calmly and empathetically. Respond to door alarms sincerely and apologetically, resolving any customer issues. Act as a visible deterrent against violence, anti-social behavior, targeted theft, and criminal activity. Identify and monitor suspicious persons or activities and take appropriate actions to deter them. Report all incidents through the M&S Incident reporting process, using the Hicom app or contacting the Security Operations Centre and 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 other security personnel to enhance service, including participation in crime partnership meetings. Apprehend external thieves if necessary, in line with business policy and only if all components of theft are observed. Report any known or suspected internal theft or malpractice. Key Skills Confident demeanor with a friendly and natural personality. Strong communication skills to engage customers effortlessly. Ability to focus on greeting customers and deterring suspicious activity. Natural empathy with the M&S brand and values, including service behaviors. Self-motivated, willing to improvise and suggest new approaches. Maintain high standards of appearance and uniform. No license 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
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Nominal Salary: To be agreed

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