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- Tasks: Welcome customers, ensure safety, and support a positive shopping experience.
- Company: Join Marks & Spencer, a leader in retail innovation and inclusivity.
- Benefits: Flexible working hours, inclusive culture, and opportunities for personal growth.
- Why this job: Make a real impact in a dynamic environment while enhancing customer safety.
- Qualifications: Confident, friendly personality with strong communication skills.
- Other info: Be part of a team that values diversity and offers career advancement.
The predicted salary is between 10 - 16 £ per hour.
Work Pattern:
- Week 1: Sunday 10:00–16:30, Monday 08:00–16:00, Wednesday 08:00–16:00, Thursday 08:00–16:00, Friday 08:00–16:00
- Week 2: Monday 08:00–16:00, Tuesday 08:00–16:00, Wednesday 08:00–16:00, Friday 08:00–16:00, Saturday 08:00–16:00
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.
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 by making eye contact, using a range of greeting techniques known to deter theft.
- Support other areas within the store as needed.
- Be knowledgeable of the store, support key marketing messages, latest products, and common customer questions.
- Assist customers in navigating the store and provide the right level of support.
- Thank customers for shopping when they exit.
- Deal calmly and empathetically with people in various retail circumstances, including confrontational situations.
- Respond to door alarms sincerely and apologetically, resolving any issues the customer may have.
- Be a visible deterrent against violence, anti-social behaviour, targeted theft, till snatches, and criminal activity.
- Identify and monitor suspicious persons, activity, or theft and take appropriate actions to deter.
- Report all incidents through the M&S Incident reporting process.
- 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.
- Apprehend external thieves only if necessary and in line with business policy.
- Report any incidents of known or suspected internal theft or malpractice.
Key Skills:
- Confident with a friendly and natural personality.
- Strong communication skills with the ability to engage customers easily.
- Ability to remain focused on greeting customers and deterring suspicious activity.
- Natural empathy with M&S brand and values, including service behaviours.
- Self-motivated and willing to try new approaches.
- Able to maintain high standards of appearance and uniform standards.
- No requirement to be licensed, 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
Everyone’s Welcome: M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. We’re revolutionising how we work and offering exciting opportunities. There’s never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers, and suppliers. Join us and make an immediate impact.
We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, starting with our recruitment and selection process. We are happy to talk flexible working. If you require reasonable adjustments to any part of our recruitment process, please share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent assessment process.
Customer Assistant - Service & Safety Assistant - Cheltenham employer: Marks and Spencer
Contact Detail:
Marks and Spencer Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Assistant - Service & Safety Assistant - Cheltenham
✨Tip Number 1
Get to know the store inside out! Familiarise yourself with the layout, products, and key marketing messages. This way, when you chat with customers, you can confidently guide them and answer their questions like a pro.
✨Tip Number 2
Practice your greeting techniques! A warm smile and eye contact go a long way in making customers feel welcome. Try different ways to engage with them, as this can help deter any suspicious activity while creating a friendly atmosphere.
✨Tip Number 3
Stay alert and observant! Keep an eye out for any unusual behaviour or suspicious individuals. If you spot something off, don’t hesitate to approach the situation calmly and empathetically – it’s all about keeping our shopping environment safe.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to get your application noticed. Plus, we’re all about making the recruitment process smooth and inclusive, so let us know if you need any adjustments along the way.
We think you need these skills to ace Customer Assistant - Service & Safety Assistant - Cheltenham
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show off your friendly and approachable nature. Remember, this role is all about engaging with customers, so a warm tone can go a long way.
Tailor Your Application: Make sure to tailor your application to the job description. Highlight your relevant experience and skills that match what we’re looking for, like strong communication skills and a knack for customer service. This shows us you’ve done your homework and are genuinely interested in the role.
Show Your Enthusiasm: We love seeing candidates who are excited about the opportunity! In your application, express why you want to join our team and how you align with our values. A little enthusiasm can make a big difference and help you stand out from the crowd.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the information you need about the role and our company culture right there. We can’t wait to hear from you!
How to prepare for a job interview at Marks and Spencer
✨Know the Role Inside Out
Before your interview, make sure you understand the key responsibilities of a Customer Assistant. Familiarise yourself with the store layout, common customer queries, and the importance of creating a welcoming environment. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Practice Your Greeting Skills
Since you'll be the first point of contact for customers, practice how you greet people. Use a friendly tone, maintain eye contact, and smile. You might even want to role-play with a friend to get comfortable with different scenarios, especially how to handle confrontational situations calmly and empathetically.
✨Demonstrate Your Communication Skills
Strong communication is key in this role. During the interview, showcase your ability to engage with others easily. Share examples from past experiences where you successfully assisted customers or resolved issues. This will highlight your natural empathy and alignment with the M&S brand values.
✨Be Ready for Situational Questions
Expect questions about how you'd handle specific situations, like dealing with theft or assisting a confused customer. Think of examples from your previous experiences that demonstrate your problem-solving skills and ability to stay focused under pressure. This will show that you're prepared for the challenges of the job.
