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Key Accountabilities

Customer Assistant
Work Pattern
WK 1
SUN 12.00-20.00
MON 09.00-17.00
WED 14.00-22.00
THURS12.00-20.00
WK2
MON 11.00-19.00
WED 14.00-22.00
FRI 10.00-18.00
SAT 14.00-22.00
OR
WK 1
WED 14.00-22.00
THUR 10.00-18.00
FRI 11.00-19.00
SAT 14.00-22.00
WK 2
SUN 12.00-20.00
MON 09.00-17.00
THUR 14.00-22.00
FRI 14.00-22.00
OR
WK 1
MON 06.00-14.00
TUES 10.00-18.00
THURS 14.00-22.00
SAT 11.00-19.00
WK2
SUN 12.00-20.00
WED 14.00-22.00
THUR 11.00-19.00
FRI 10.00-18.00

Key Capabilities

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

• 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
• Minimise cost and waste through good process practice
• Follow safe and legal working practices

Key Capabilities

• Understands how M&S operates,it’sstrategy, 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