Working Pattern:
Week 1:
Monday- 15:00-21:00
Saturday- 13:00-21:00
Week 2:
Thursday- 13:00-21:00
Friday-10:00-16:00
Purpose
· To deliver a great experience for your customers across Travel Money and other services, putting customers before task 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 Travel Money and other service channels brilliantly well
· Be the voice of our customer to help us continually improve
Key Accountabilities
· Demonstrate a genuine interest in your customers and build good relationships
· Serve our customers efficiently and brilliantly well
· Deliver 'best in town' standards through presentation standards, availability and keeping the store clean and tidy
· Skilled to utilise all digital tools and communication channels to do the job
· Share customer and colleague feedback to help us do things better
· Share Travel Money knowledge and experience with colleagues to support others in building skill and confidence
· Own your own learning & development and proactively access digital learning solutions
· Know the daily sales targets, priorities, promotions & selling opportunities
· Have great product knowledge to sell and recommend our products and services help our customers
· Proactively engage with customers to understand their needs and make recommendations
· Understand the store priorities and the part you play
· Complete all Travel Money tasks with pace, accuracy and in line with procedures
· Follow safe, legal and financial crime working practices
Key Capabilities
· Understands how M&S operates, it's 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
· Sets performance objectives for self in conjunction with line manager and in line with business plans
· Takes accountability for planning and managing own work efficiently to ensure objectives are met
· Is curious and asks questions to challenge the status quo - ask why the company does things the way it does things and suggests improvements
· Effective at communicating; ensures communication is clear and simple
· In control of their own reactions and considers how to share their perspective to create better reaction for team
· Copes well with change and work challenges, recovering quickly from its impact
· Builds positive relationships by being a good listener and getting to know people by establishing a connection
Technical Skills/ Experience
· Contributing to store profitability
· Work to get things done right first time within timescales
· Comprehensive knowledge of Travel Money channels
· Good level of product knowledge and other services
· 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 to delight
· Adapting to change
· Flexible and able to learn quickly
Key Relationships and Stakeholders
· Customers
· Colleagues
· Store Leadership
· M&S Bank Travel Money support team
· BIG
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