Customer Assistant - Service & Safety Assistant - Edinburgh at Marks & Spencer

, , United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

03 Jul, 26

Salary

0.0

Posted On

04 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Communication skills, Conflict resolution, Observation skills, Empathy, Safety awareness, Theft deterrence, Incident reporting, Retail operations, Teamwork, Adaptability, Professional appearance

Industry

Retail

Description

Work Pattern Monday 13:00-21:00 Wednesday 17:00-21:00 Friday 08:00-16:00 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 * 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 focused 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 M&S is ready to push boundaries to lead the industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact. We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process and we are happy to talk smart/flexible working. Retail: The sweeping innovations we’re rolling out at M&S will define a new era of retail. And we want you to help us introduce them to our customers. There’s never been a more exciting time to join M&S! We’ve embarked on a business transformation and are looking for people who are thrilled by the challenge of introducing innovative, new experiences to the retail world – and surprising every single customer with reasons to shop in our stores and online - day in, day out. By embracing our digital tools to enhance the customer experience and remaining adaptable – both to the needs of our customers and our retail business – you’ll live and breathe our approach to sales and service and will ensure every time is just as special as the next.

Responsibilities

The role involves providing a visible, welcoming presence to customers while actively monitoring for and deterring theft, anti-social behavior, and safety incidents. You will assist customers with navigation and store inquiries while maintaining high standards of service and safety protocols.