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For Companies At a Glance
- Tasks: Welcome customers, ensure safety, and support a positive shopping experience.
- Company: Join a leading retail brand focused on customer service and safety.
- Benefits: Gain valuable experience, develop communication skills, and work in a dynamic environment.
- Why this job: Be the friendly face of our store and make a real difference in customer safety.
- Qualifications: Confident personality, strong communication skills, and a passion for customer service.
- Other info: Flexible hours with opportunities to learn and grow within the company.
The predicted salary is between 11 - 13 £ per hour.
Summary
Service and Safety Assistant
Work Pattern
- Tuesday 10:00 - 18:00
- Wednesday 10:00 - 18:00
- Thursday 10:00 - 18:00
- Saturday 10:00 - 18:00
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 from the store.
- Support other areas within the store (e.g. 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, recognising when a customer needs help and providing the right level of support.
- 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 issues the customer may have.
- 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 as required to deter.
- Ensure all incidents are reported through the M&S Incident reporting process either through the Hicom app (on the Honey well) or into the Security Operations Centre, and to the 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 to M&S, which may include crime partnership meetings, agreed police meetings, shop watch schemes.
- Apprehend external thieves (only if necessary) 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 with an easily felt presence and friendly and natural personality.
- Strong communication skills with the ability to engage customers with ease.
- Ability to remain focused at greeting customers and deterring suspicious activity.
- Natural empathy with our M&S brand and values, including service behaviours.
- Self-motivated, willing to improvise and suggest or try new approaches.
- Able to maintain high standards of appearance and uniform standards.
- No requirement to be licensed, but good observation skills would be a benefit.
Key Relationships and Stakeholders
- Store Management team
- Store Colleagues
- Operational Security Manager
- Regional teams (RLPMs/RCOMs)
- Store Detectives
- SOC
- Police
- Local Networks
Customer Assistant - Service & Safety - Epping Simply Food 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 - Epping Simply Food
✨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 show off your knowledge.
✨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, so you’re ready to deter any suspicious behaviour while keeping the vibe friendly.
✨Tip Number 3
Stay calm and collected, especially in tricky situations. If you encounter confrontational customers, remember to deal with them empathetically. It’s all about maintaining a safe shopping environment while ensuring everyone feels valued.
✨Tip Number 4
Don’t forget to apply through our website! We want to see your application come through, so make sure you showcase your personality and skills that align with our M&S values. Let’s get you on board!
We think you need these skills to ace Customer Assistant - Service & Safety - Epping Simply Food
Some tips for your application 🫡
Show Your Personality: When writing your application, let your friendly and natural personality shine through. We want to see how you engage with customers and how you can bring a smile to their faces right from the start!
Be Specific About Your Skills: Make sure to highlight your strong communication skills and any experience you have in retail or customer service. We love seeing examples of how you've dealt with challenging situations or provided excellent service in the past.
Tailor Your Application: Take a moment to read through the job description and align your application with the key accountabilities. Show us that you understand what it means to be a Service & Safety Assistant and how you can contribute to a safe shopping environment.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and get you on the path to joining our team!
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 in Service & Safety. Familiarise yourself with the store's layout, key marketing messages, and common customer queries. This will help you demonstrate your knowledge and show that you're ready to support customers effectively.
✨Practice Your Greeting Techniques
Since welcoming customers is a big part of the role, practice your greeting techniques. Smile, make eye contact, and be confident in your approach. You might even want to role-play with a friend to get comfortable with different scenarios, including how to handle confrontational situations.
✨Showcase Your Communication Skills
Strong communication is key for this position. During the interview, highlight your ability to engage with customers and handle various retail circumstances. Share examples from past experiences where you've successfully dealt with challenging situations or provided excellent customer service.
✨Demonstrate Empathy and Adaptability
The role requires a natural empathy with the M&S brand and values. Be prepared to discuss how you can remain calm and empathetic in stressful situations. Think of examples where you've had to adapt your approach to meet the needs of different customers or situations, showing that you're self-motivated and flexible.
