Summary
Service and Safety Assistant
Work Pattern
Week 1
Sunday: 10:00 - 16:30
Wednesday: 12:00 - 18:15
Friday: 12:00 - 18:15
Week 2
Monday: 12:00 - 18:15
Thursday: 12:00 - 18:15
Saturday: 12:00 - 18:15
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 focussed 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
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