Customer Assistant - Travel Money - Sutton

Work Pattern

Sunday 09:00-17:00
Saturday 09:00-17:00

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.

Purpose:

• To deliver a great experience for your customers across Travel Money and other services, putting customers before task every time




• Champion new ways of working within stores through an open mindset and positive attitude




• Complete tasks and processes that deliver 'best in town' standards




• Serve and sell across all Travel Money and other service channels brilliantly well




• Be the voice of our customer to help us continually improve

Key Accountabilities:

• Demonstrate a genuine interest in your customers and build good relationships




• Serve our customers efficiently and brilliantly well




• Deliver 'best in town' standards through presentation standards, availability and keeping the store clean and tidy




• Skilled to utilise all digital tools and communication channels to do the job




• Share customer and colleague feedback to help us do things better




• Share Travel Money knowledge and experience with colleagues to support others in building skill and confidence




• Own your own learning & development and proactively access digital learning solutions




• Know the daily sales targets, priorities, promotions & selling opportunities




• Have great product knowledge to sell and recommend our products and services help our customers




• Proactively engage with customers to understand their needs and make recommendations




• Understand the store priorities and the part you play




• Complete all Travel Money tasks with pace, accuracy and in line with procedures




• Follow safe, legal and financial crime working practices

Key Capabilities:

• Understands how M&S operates, it's strategy, future and the role they play




• Committed to delivering excellent work fast with great attention to detail




• Open to and acts on feedback, asking for this regularly




• Sets performance objectives for self in conjunction with line manager and in line with business plans




• Takes accountability for planning and managing own work efficiently to ensure objectives are met




• Is curious and asks questions to challenge the status quo – ask why the company does things the way it does things and suggests improvements




• Effective at communicating; ensures communication is clear and simple




• In control of their own reactions and considers how to share their perspective to create better reaction for team




• Copes well with change and work challenges, recovering quickly from its impact




• Builds positive relationships by being a good listener and getting to know people by establishing a connection

Technical Skills/ Experience:

• Contributing to store profitability




• Work to get things done right first time within timescales




• Comprehensive knowledge of Travel Money channels




• Good level of product knowledge and other services




• Up to date knowledge of the commercial operation and brilliant basics




• Good level of digital capability and use of digital tools and applications




• Understand customer needs and spot selling opportunities to delight




• Adapting to change




• Flexible and able to learn quickly