Customer Assistant - Service & Safety Assistant - Cheltenham - Cheltenham, Gloucestershire

Everyone is welcome at M&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M&S, that individuality has the potential to make waves.

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 top questions (e.g. what time do you close?).
• Assist customers in navigating the store and provide the right level of support.
• Thank customers for shopping with us 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.
• 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.
• 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 would be beneficial.

Key Relationships and Stakeholders

• Store Management team
• Store Colleagues
• Operational Security Manager
• Regional teams (RLPMs/RCOMs)
• Store Detectives
• SOC
• Police
• Local Networks

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.