Description Work Pattern Week 1 Monday 13:00-21:00 Wednesday 13:00-21:00 Friday 07:30-15:30 Week 2 Monday 13:00-21:00 Wednesday 10:00-18:00 Saturday 13:00-21:00 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