Customer Assistant York, England
Job description
Work Pattern
wk1
Sun 9.5
Mon 10.6
Wed 10.6
Thurs 10.6
Fri 9.5
wk2
Mon 10.6
Tues 9.5
Thurs 10.6
Fri 9.5
Sat 10.6
Purpose
- To deliver a great experience for your customers across Credit Card and Club Rewards Introductions and other services, putting customers before task every time
- Champion new ways of working within stores through an open mindset and positive attitude
- Be the voice of our customer to help us continually improve our Bank and services proposition
Key Accountabilities
- Demonstrate a genuine interest in your customers and build good relationships
- Share M&S Credit Card and Club Rewards knowledge and experience with colleagues to support others in building skill and confidence
- Be the key advocate in store for M&S Bank and Services products
- Serve our customers efficiently and brilliantly well
- Skilled to utilise all digital tools and communication channels to do the job
- Share customer and colleague feedback to help us do things better
- Own your own learning & development and proactively access digital learning solutions
- Know the daily priorities, promotions & selling opportunities within the store
- Have great product knowledge to introduce our products and services helping our customers
- Proactively engage with customers to understand their needs and make product recommendations
- Understand the store priorities and the part you play
- Complete all M&S Credit Card and Club Rewards introductions in line with procedures
- Follow compliant working practices in your M&S Credit Card and Club Rewards Introductions role
Key Capabilities
- 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 and suggests improvements
- Effective at communicating; 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, recovering 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 profitability
- Work to get things done right first time within timescales
- Good level of product knowledge and other services
- 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 to delight
- Adapting to change
- Flexible and able to learn quickly
Key Relationships and Stakeholders
- Customers
- Colleagues
- Store Leadership
- M&S Bank support team
- BIG (Business Involvement Group)
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.
York, NORTH YORKSHIRE, ENGLAND;
Vangarde Monks Cross
