Customer Assistant - Service & Safety Assistant - Leeds Moortown
Join to apply for the Customer Assistant - Service & Safety Assistant - Leeds Moortown role at Marks and Spencer.
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.
Summary
Service and Safety Assistant – Leeds Moortown. All the details follow below, including work pattern, key accountabilities, and required skills.
Work Pattern
* Week 1
* Sunday 11:00-17:00
* Monday 11:00-19:00
* Friday 11:00-19:00
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 eye contact, using greeting techniques that deter theft.
* Flexible and trained to support other areas within the store (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 and provide appropriate support when needed.
* Thank 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 customer issues.
* 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 to deter.
* Report all incidents through the M&S incident reporting process (Hicom app on the Honeywell) or to the Security Operations Centre and police where necessary.
* Ensure that persons served with a trespass notice do not re-enter the site.
* Carry store radio and engage with police and other security personnel to improve service, including crime partnership meetings and shop watch schemes.
* Apprehend external thieves only if necessary and 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
* Confident presence with a friendly, natural personality.
* Strong communication skills and ability to engage customers with ease.
* Ability to remain focused at greeting customers and deter suspicious activity.
* Natural empathy with the M&S brand and values, including service behaviours.
* Self-motivated, willing to improvise and try new approaches.
* Able to maintain high standards of appearance and uniform.
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