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Key Accountabilities

Key Capabilities

Customer Assistant - Late Nights - Service & Operations - New Store Opening

Base Store: Trafford Centre
Rate of Pay: £10.90 per hour

All Interviews will be held weeks commencing 18th or 25th September
Interviews to be held at either Altrincham or Trafford Centre depending on dates.

Contract Start Date To Be Confirmed (Likely Early October 2023)

This is fantastic and exciting opportunity for the role of Door Host at M&S Trafford Centre. We are looking for enthusiastic and welcoming colleagues to help our customers as they begin an excellent shopping experience in-store.

Working Pattern

Various contracts available with 11PM or 12AM shift finish times.

Job Description:
Purpose

• 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

Key Accountabilities

• Heads-up colleagues with no operational function, bar standards and sizing, with primary role to confidently & pro-actively engage customers.
• Positioned across the customer journey to ensure there is a consistent, though non-invasive, touchpoint throughout the store.
• Specialist product knowledge by BU, to ensure breadth and ability to recommend full outfits and the ability to make confident and suitable recommendations for customer needs.
• Equipped to sell through every channel through proficiency in using all digital selling tools.
• Advanced knowledge of full store range and M&S.com to make confident omni-channel recommendations including VPR tools
• Every Specialist equipped with a Pay with Me device and supported by mobile payment podia to be able to conclude customer journey and support tilling function.
• Have an enhanced connection to the BU team in the format of Buyers & Sellers to relay back at pace key feedback and opportunities.
• Advanced level of engagement and communication skills to make genuine connections and bring product and recommendations to life.
• Wearing own well-styled outfits, influencing sales through own outfit choices.
• VIP Fitting Room Host leads daily events with local community on a weekly cycle.

Key Capabilities

• Understands how M&S operates, its 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

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

Key Relationships and Stakeholders

• Customers
• Colleagues
• Store Leadership
• BIG