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Customer Assistant - Service & Safety Assistant - Permanent - Braehead
Contract Start Date: 12/03/23

Working Pattern
Week 1
MON TUE WED FRI 13-21, SAT 11-19
Week 2
SUN 11-7, MON WED THUR FRI 10-18

Service & Safety Assistant (Customer Colleague) Business area Retail/Stores

Job purpose

• Engage customers with a visible presence at the beginning and end of their shopping experience in M&S in a welcoming and confident manner.
• Use a range of greeting techniques to enhance the customer’s journey when in our stores and to deter criminal activity from the store when required.
• Creating a safe shopping environment through the adoption of a range of de escalation techniques to mitigate aggression and confrontational situations
• Adopt business policy when dealing with criminals Reward level and salary A Reporting to Team Manager Overall Scope of the role
• To represent and reflect the values of the store and our brand
• Delivering excellent service to our customers
• Confident communicator
• Supporting a safe & secure environment for customers & colleagues

Key Accountabilities and Measures

• Engage with all elements of the Connected Security Strategy including CSOC & Store Detectives

• 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.

• Complete activities contained in the SSA activity framework as required by store management. • 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 MIDAS app (on the Honey well) or into the Connected 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 focussed 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 Security Industry Association licensed, but good observation skills would be a benefit

Store Management team

• Store Colleagues
• Operational Security Manager
• Regional teams (LPMs)
• 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.

Glasgow, GLASGOW, SCOTLAND;

Braehead