Customer Assistant Havant, England
Job description
Work Pattern
Week 1
Mon 8.30- 13.30
Tue 8.30- 13.30
Wed 8.30- 13,30
Sat 14.00-18.00
Week 2
Wed 8.30-13.30
Thu 8.30-13.30
Fri 8.30-13.30
Sat 14.00-18.00
- To deliver a great shopping experience for their 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
- 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
- Understands how M&S operates it’s 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 – ask why the company does things the way it does things
- 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
- 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
- Customers
- Colleagues
- Store Leadership
- BIG
ABOUT US
M&S is ready to push boundaries to lead the 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 smart/flexible working.
ABOUT THE TEAM
Making sure our stores and colleagues are set up for success, our Retail Operations team improve the efficiency of our store operations and play a key role in identifying new ways in which we can ensure our customers always have the best experience (with the added M&S magic!) when they shop with us.
The customer is always at the heart of our business, and our role is also to ensure they can always access our guidance and support at the touch of a button – that’s where our amazing Customer Service team excel. As the trusted voice of the M&S customer, we’re enabled to genuinely make people’s lives better, whilst also influencing change in the business - informing stakeholders when, where and how it needs to happen.
It’s an exciting, fast-paced team to work in and the part you could play is crucial to our transformation as we build the M&S stores of the future and embrace newly developed digital solutions, improved supply chain processes and enhanced communication with stores and our customers.
