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Customer Assistant - M&S Bank and Services Colleague

CHANGE THE WAY WE CONNECT WITH CUSTOMERS

M&S is changing for good and helping you shape your own career for the better. Join us as a M&S Bank and Services Colleague in one of our ever-evolving stores and opportunities will present themselves. Whether you’re thinking of your future at M&S or simply looking for experience in a revolutionary retail business.

We’re totally transforming the customer experience in store, which means you’ll need to bring an upbeat confidence and passion for M&S that shines through every hour of every day. And you’ll also need a digital mindset because we’re introducing all sorts of new technologies to make your job easier. Freeing up your time to focus on the best bits, like spending time with the customer. If you have all this, you’ll get the recognition you deserve as a true customer favourite – who’s living and breathing the new and improved M&S journey.

Help customers realise their M&S Bank Rewards and benefits by joining our team and being the face of M&S Credit Card and Club Rewards in store. With all the training and support you need; you will become an expert in M&S Bank introductions. You’ll have a bright energy that customers can’t help but respond to, always gearing towards going the extra mile so customers return time after time. There are lots of ways you can discover your potential at M&S. You just have to put your all into every moment, for every customer.

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)