Work Pattern
Week 1
Monday 09:00-17:00
Tuesday 11:00-19:00
Thursday 09:00-17:00
Friday 11:30-19:30
Saturday 11:00-19:00
Week 2
Sunday 07:00-15:00
Tuesday 11:00-19:00
Wednesday 09:00-17:00
Thursday 09:00-17:00
Friday 11:00-19:00
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.
Purpose
1. To deliver a great experience for your customers across Travel Money and other services, putting customers before task every time
2. Champion new ways of working within stores through an open mindset and positive attitude
3. Complete tasks and processes that deliver ‘best in town’ standards
4. Serve and sell across all Travel Money and other service channels brilliantly well
5. Be the voice of our customer to help us continually improve
Key Accountabilities
6. Demonstrate a genuine interest in your customers and build good relationships
7. Serve our customers efficiently and brilliantly well
8. Deliver ‘best in town’ standards through presentation standards, availability and keeping the store clean and tidy
9. Skilled to utilise all digital tools and communication channels to do the job
10. Share customer and colleague feedback to help us do things better
11. Share Travel Money knowledge and experience with colleagues to support others in building skill and confidence
12. Own your own learning & development and proactively access digital learning solutions
13. Know the daily sales targets, priorities, promotions & selling opportunities
14. Have great product knowledge to sell and recommend our products and services help our customers
15. Proactively engage with customers to understand their needs and make recommendations
16. Understand the store priorities and the part you play
17. Complete all Travel Money tasks with pace, accuracy and in line with procedures
18. Follow safe, legal and financial crime working practices
Customer Assistant Travel Money
Key Capabilities
19. Understands how M&S operates, it’s strategy, future and the role they play
20. Committed to delivering excellent work fast with great attention to detail
21. Open to and acts on feedback, asking for this regularly
22. Sets performance objectives for self in conjunction with line manager and in line with business plans
23. Takes accountability for planning and managing own work efficiently to ensure objectives are met
24. Is curious and asks questions to challenge the status quo – ask why the company does things the way it does things and suggests improvements
25. Effective at communicating; ensures communication is clear and simple
26. In control of their own reactions and considers how to share their perspective to create better reaction for team
27. Copes well with change and work challenges, recovering quickly from its impact
28. Builds positive relationships by being a good listener and getting to know people by establishing a connection
Technical Skills/ Experience
29. Contributing to store profitability
30. Work to get things done right first time within timescales
31. Comprehensive knowledge of Travel Money channels
32. Good level of product knowledge and other services
33. Up to date knowledge of the commercial operation and brilliant basics
34. Good level of digital capability and use of digital tools and applications
35. Understand customer needs and spot selling opportunities to delight
36. Adapting to change
37. Flexible and able to learn quickly
Key Relationships and Stakeholders
38. Customers
39. Colleagues
40. Store Leadership
41. M&S Bank Travel Money support team
42. BIG