Customer Assistant Service & Safety - Finsbury Pavement

Service and Safety Assistant 30.00 Hours Work Pattern: Week 1 Monday 07.00 – 15.00 Tuesday 07.00 – 15.00 Friday 07.00 – 15.00 Saturday 07.00 – 15.00 Week 2 Monday 12.00 – 20.00 Tuesday 12.00 – 20.00 Wednesday 12.00 – 20.00 Thursday 07.00 – 15.00 Week 3 Wednesday 12.00 – 20.00 Thursday 12.00 – 20.00 Friday 12.00 – 20.00 Saturday 11.00 – 19.00 Key Accountabilities and Measures Provide customers with a visible presence at the beginning of their shopping journey. Welcome customers to the store with a smile and use a range of greeting techniques to deter theft. Support other areas within the store (e.g., Foods, C&H, Operations). Be knowledgeable of the store, support key marketing messages, latest products, and commonly asked questions. Assist customers in navigating the store and provide appropriate support. Thank customers for shopping as they exit. Handle various retail situations calmly and empathetically. Respond to door alarms sincerely, resolving any customer issues. Act as a visible deterrent against violence, anti-social behaviour, and theft. Identify and monitor suspicious activity, taking appropriate actions as needed. Report all incidents through the M&S Incident reporting process. Ensure persons served with a trespass notice do not re-enter the site. Carry store radio and engage with police and security personnel to enhance service. Apprehend external thieves only if necessary and in line with business policy. Report incidents of known or suspected internal theft or malpractice. Key Skills Confident presence with a friendly personality. Strong communication skills to engage customers. Ability to focus on greeting customers and deterring suspicious activity. Empathy with the M&S brand and values, including service behaviours. Self-motivated and willing to suggest or try new approaches. Maintain high standards of appearance and uniform. No licensing required, but good observation skills are beneficial. Key Relationships and Stakeholders Store Management team Store Colleagues Operational Security Manager Regional teams (RLPMs/RCOMs) Store Detectives SOC Police Local Networks #J-18808-Ljbffr