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Key Accountabilities

Customer Assistant

Purpose
To deliver a great shopping experience for our 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.

Key Capabilities

Due to the nature of the role, only age 18 or above may apply.

Both weeks:

Sun 6:30am-11:45am

Mon 5:30am-10:45am

Wed 5:30am-10:45am

Thu 5:30am-10:45am

Fri 5:30am-10:45am

Key Accountabilities

• 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 (Standard Operating Procedures)
  
• Minimise cost and waste through good process practice
  
Follow safe and legal working practices

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Key Capabilities

• Understands how M&S operates, it is 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

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Technical Skills/ Experience

• 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

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Key Relationships and Stakeholders

• Customers
  
• Colleagues
  
• Store Leadership
  
BIG (Business Involvement Group)

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M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That is why we are revolutionising how we work and offering our most exciting opportunities yet. There has 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.