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For Companies At a Glance
- Tasks: Welcome customers, ensure safety, and provide support throughout their 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 difference in customer experiences while ensuring a safe environment.
- Qualifications: Confident personality, strong communication skills, and a passion for customer service.
- Other info: Be part of a team that values diversity and offers exciting career opportunities.
The predicted salary is between 13 - 16 £ per hour.
Work Pattern
- Week 1
- Monday 1200 - 2000
- Tuesday 1200 - 2000
- Thursday 1500 - 2300
- Friday 1500 - 2300
- Saturday 1500 - 2300
- Sunday 0900 - 1700
- Monday 1200 - 2000
- Wednesday 1500 - 2300
- Thursday 1500 - 2300
- Friday 1500 - 2300
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 provide 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 Honeywell) 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.
- Responsible for carrying store radio and engaging 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
- Being confident with an easily felt presence and friendly and natural personality is essential.
- 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
Everyone’s Welcome. M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. 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, which starts with our recruitment and selection process, and we are happy to talk flexible working. If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to 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 process of assessment.
Customer Assistant - Service & Safety - Brooklands in Weybridge employer: Marks & Spencer Plc
Contact Detail:
Marks & Spencer Plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Assistant - Service & Safety - Brooklands in Weybridge
✨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, as this can help deter any suspicious behaviour right from the start.
✨Tip Number 3
Stay alert and observant! Keep an eye out for anything unusual while you’re on the shop floor. If you spot something suspicious, don’t hesitate to approach the customer and offer assistance – it shows you care and helps maintain a safe environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to get noticed and show us you’re serious about joining the team. Plus, we love seeing candidates who take the initiative to connect with us directly.
We think you need these skills to ace Customer Assistant - Service & Safety - Brooklands in Weybridge
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 your enthusiasm for the role and how you connect with our values.
Tailor Your Application: Make sure to customise your application to highlight your relevant skills and experiences. Think about how your background aligns with the key accountabilities in the job description – it’ll make a big difference!
Keep It Clear and Concise: We appreciate clarity! Make your application easy to read by using straightforward language and keeping your points concise. This helps us quickly see why you’d be a great fit for the Customer Assistant role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way to ensure it gets to the right people. Plus, you’ll find all the info you need about the role and our company there.
How to prepare for a job interview at Marks & Spencer Plc
✨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, key marketing messages, and common customer queries. This will help you demonstrate your knowledge and show that you're ready to engage with customers confidently.
✨Practice Your Greeting Techniques
Since welcoming customers is a big part of the role, practice different ways to greet them. Smile, make eye contact, and use friendly body language. You could even role-play with a friend to get comfortable with various scenarios, including how to handle confrontational situations.
✨Show Your Empathy and Communication Skills
During the interview, highlight your ability to deal with diverse customer interactions. Share examples of how you've handled difficult situations in the past, showing your natural empathy and strong communication skills. This will reassure them that you can maintain a safe and welcoming environment.
✨Be Ready to Discuss Safety Protocols
Since safety is a priority, be prepared to talk about how you would respond to suspicious activity or theft. Familiarise yourself with the store's incident reporting process and be ready to explain how you would engage with security personnel and local police if necessary.