Customer Assistant - Cafe - Oatlands Harrogate Simply Food - Harrogate, North Yorkshire

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.

Join our team in the M&S Café – the heart of our store and a place where customers come to recharge. This is a hands-on, high-pressure role for those who can handle pace, stay calm under pressure, and still deliver warm, five-star service.

You will be a brand ambassador, making great food and drink recommendations while ensuring the café operates smoothly, even during the busiest periods. Being digitally confident is essential. You’ll use our tools to take and fulfil orders fast, keeping customers moving and satisfied.

Efficiency and effectiveness are key aspects of your role. You’ll maintain impeccable food safety standards while juggling orders and queues. At M&S, our customers don’t wait. You’ll be fast and relentlessly focused on delivering quality under pressure while focusing on delivering five-star service.

Teamwork matters. You’ll support colleagues and contribute to a high-performance culture that meets customer needs – no matter how hectic it gets. Flexibility is also vital. You’ll adapt quickly, working where needed with pace.

This job role involves working with specialist cutting equipment and this means we can’t consider applications from anyone under the age of 18. This is to comply with the relevant health and safety legislation and to keep our colleagues safe in the workplace.

Purpose

• To deliver a great shopping experience for customers, 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 channels brilliantly well.
• Be the voice of our customer to help us continually improve.

Key Accountabilities

• Serve our customers efficiently and brilliantly well – on the shop floor and at service points.
• 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 knowledge and experience with colleagues to support others in building skill and confidence.
• Own their 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.
• Proactively engage with customers to understand their needs and make recommendations.
• Understand the store priorities and their part to play.
• Complete tasks with pace and in line with SOPs.
• Minimise cost and waste through good process practice.
• Follow safe and legal working practices.

Key Capabilities

• Understands how M&S operates, its 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.
• Effective at communicating their intentions to others; 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 and recovers 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 sales and cost control.
• Work across the store to get things done right first time within timescales.
• Comprehensive knowledge of customer shopping channels.
• Good level of product knowledge and services across the store.
• 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.
• Adapting to change.
• Good Knowledge of VM principles.

Key Relationships and Stakeholders

• Customers
• Colleagues
• Store Leadership
• BIG