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For Companies At a Glance
- Tasks: Welcome customers, ensure safety, and support a positive shopping experience.
- Company: Join Marks & Spencer, a leader in retail innovation and inclusivity.
- Benefits: Flexible working hours, supportive team environment, and opportunities for growth.
- Why this job: Make a real impact by ensuring customer safety and satisfaction every day.
- Qualifications: Confident communication skills and a friendly personality are essential.
- Other info: Be part of a diverse team committed to inclusion and sustainability.
The predicted salary is between 11 - 16 £ per hour.
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.
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
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 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, including service behaviours.
- Self-motivated, willing to improvise and suggest 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
M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. 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.
Customer Assistant - Service & Safety Assistant - Cheltenham employer: M&S
Contact Detail:
M&S Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Assistant - Service & Safety Assistant - Cheltenham
✨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 situation calmly and empathetically—your presence is key to maintaining a safe environment.
✨Tip Number 4
Don’t forget to network! Build relationships with your colleagues and local security personnel. They can provide valuable insights and support, making your job easier and helping you feel more connected within the team.
We think you need these skills to ace Customer Assistant - Service & Safety Assistant - Cheltenham
Some tips for your application 🫡
Be Yourself: When you're filling out your application, let your personality shine through! We want to see the real you, so don’t be afraid to show off your friendly and approachable nature.
Tailor Your Application: Make sure to highlight your relevant skills and experiences that match the job description. If you've got experience in customer service or retail, shout about it! We love seeing how you can contribute to our team.
Show Enthusiasm: Express your excitement about the role and working with us at M&S. A positive attitude goes a long way, so let us know why you’re keen to join our team and what makes you a great fit!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s super easy and ensures your application gets to the right place quickly!
How to prepare for a job interview at M&S
✨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 this role, practice different ways to greet people. A friendly smile and eye contact can go a long way. Think about how you would approach someone who looks lost or needs assistance, and be prepared to share your thoughts during the interview.
✨Showcase Your Communication Skills
Strong communication is essential for this position. Be ready to discuss examples of how you've effectively engaged with customers in the past. Whether it’s resolving a conflict or simply providing information, having specific examples will highlight your ability to connect with people.
✨Demonstrate Empathy and Problem-Solving
In retail, you’ll encounter various situations, including confrontational ones. Think of times when you’ve dealt with difficult customers or resolved issues calmly. Share these experiences to show that you can handle challenges with empathy and professionalism, which is crucial for maintaining a safe shopping environment.
