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- Tasks: Welcome customers, ensure safety, and assist with store navigation.
- Company: Join a leading retail brand committed to customer service and safety.
- Benefits: Enjoy flexible hours, a supportive team, and opportunities for growth.
- Why this job: Be part of a vibrant team making shopping safe and enjoyable for everyone.
- Qualifications: Must be 18+, confident, friendly, and have strong communication skills.
- Other info: Engage with local police and security for a safer shopping environment.
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
- Clearly identified to provide customers with a visible presence at the beginning of their shopping journey
- Confidently welcome customers to the store with a smile and by making eye contact, and use a range of greeting techniques known to deter theft from the store
- Flexible and trained to support other areas within the store i.e. 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 our 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 Honey well) 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, this 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
- To have a natural empathy with our M&S brand and values, including service behaviours
- To be 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.
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Customer Assistant - Service & Safety Assistant - Cheltenham employer: MARKS&SPENCER
Contact Detail:
MARKS&SPENCER Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Assistant - Service & Safety Assistant - Cheltenham
✨Tip Number 1
Familiarise yourself with the store layout and key products before your interview. This will not only help you answer questions confidently but also demonstrate your commitment to providing excellent customer service.
✨Tip Number 2
Practice your greeting techniques and how to engage customers in a friendly manner. Role-playing scenarios can help you feel more comfortable and prepared for real-life interactions on the job.
✨Tip Number 3
Understand the importance of safety and security in a retail environment. Be ready to discuss how you would handle various situations, such as dealing with suspicious behaviour or responding to alarms.
✨Tip Number 4
Show your enthusiasm for the M&S brand and its values during your discussions. Being able to articulate why you want to work for us and how you align with our service behaviours can set you apart from other candidates.
We think you need these skills to ace Customer Assistant - Service & Safety Assistant - Cheltenham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and safety roles. Emphasise any previous work where you engaged with customers or handled security situations.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific skills that align with the job description, such as strong communication and conflict resolution abilities.
Showcase Your Personality: Since the role requires a friendly and approachable demeanor, let your personality shine through in your application. Use a conversational tone while remaining professional to convey your natural empathy and customer-focused attitude.
Highlight Relevant Skills: Focus on key skills mentioned in the job description, such as observation skills and the ability to deter suspicious activity. Provide examples from past experiences that demonstrate these skills effectively.
How to prepare for a job interview at MARKS&SPENCER
✨Show Your Customer Service Skills
Make sure to highlight your experience in customer service during the interview. Share specific examples of how you've successfully engaged with customers, resolved issues, or created a positive shopping experience.
✨Demonstrate Your Confidence
Since the role requires a visible presence and confidence in greeting customers, practice your body language and eye contact. A warm smile and a friendly approach can make a great first impression.
✨Know the Store and Its Products
Familiarise yourself with the store layout and key products before the interview. Being knowledgeable about the store will show your enthusiasm for the role and your ability to assist customers effectively.
✨Prepare for Confrontational Situations
Think about how you would handle difficult situations, such as dealing with theft or confrontational customers. Be ready to discuss your approach to maintaining safety and calmness in these scenarios.
