Customer Assistant-Bank and Services London, England
Job description
Work Patttern
Sunday 12:00-17:15
Monday 12:00-17:15
Saturday 12:00-17:15
Purpose
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)
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.
London, GREATER LONDON, ENGLAND;
Pantheon
