Schedule
Week 1
Thursday 07:30-13:30
Friday 07:30-13:30
Saturday 15:00-21:00
Week 2
Sunday 13:00-19:00
Thursday 07:30-13:30
Friday 07:30-13:30
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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