Customer Assistant Service & Safety - Finsbury Pavement

Service and Safety Assistant
30.00 Hours
Work Pattern:

1. Week 1
   Monday 07.00 – 15.00
   Tuesday 07.00 – 15.00
   Friday 07.00 – 15.00
   Saturday 07.00 – 15.00
2. Week 2
   Monday 12.00 – 20.00
   Tuesday 12.00 – 20.00
   Wednesday 12.00 – 20.00
   Thursday 07.00 – 15.00
3. 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

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