customer relations Aberdeen, Scotland
Job description
Working Pattern
Week 1
Mon: 1030-1900
Tues: 1030-1900
Wed: 0830-1230
Thurs: 0830-1500
Fri: 0830-1230
Week 2
Mon: 1030-1900
Tues: 1500-1900
Wed: 0830-1530
Thurs: 0830-1600
Sat: 1000-1400
Key Accountabilities and Measures
Clearly identified to provide customers with a visible presence at the beginning of their shopping journey
Confidently welcome customers to the store with a smile and by making eye contact, and use a range of greeting techniques known to deter theft from the store
Flexible and trained to support other areas within the store i.e. Foods, C&H, Operations
Be knowledgeable of the store, support key marketing messages, latest products and top questions (e.g. what time do you close?)
Assist customers in navigating the store, recognising when a customer needs help and provide the right level of support
Thank our customers for shopping with us when they exit
Deal calmly and empathetically with people in a variety of retail circumstances, including confrontational situations
Respond to door alarms in a sincere and apologetic manner, resolving any issues the customer may have
Be a visible deterrent against violence, anti-social behaviour, targeted theft, till snatches and criminal activity to support a safe shopping environment.
Identify and monitor suspicious persons, activity or theft and take appropriate customer engaging actions as required to deter
Ensure all incidents are reported through the M&S Incident reporting process either through the Hicom app (on the Honey well) or into the Security Operations Centre, and to the police where necessary
Ensure that persons served with a trespass notice do not re-enter the site
Responsible for carrying store radio and engaging with police and other security personnel to improve service to M&S, this may include crime partnership meetings, agreed police meetings, shop watch schemes
Apprehend external thieves (only if necessary) in line with business policy and only if all components of theft are seen
Report any incidents of known or suspected internal theft or malpractice
Key Skills
Being confident with an easily felt presence and friendly and natural personality is essential
Strong communication skills with the ability to engage customers with ease
Ability to remain focussed at greeting customers and deterring suspicious activity
To have a natural empathy with our M&S brand and values, including service behaviours
To be self-motivated, willing to improvise and suggest or try new approaches
Able to maintain high standards of appearance and uniform standards
No requirement to be licensed, but good observation skills would be a benefit
Key Relationships and Stakeholders
Store Management team
Store Colleagues
Operational Security Manager
Regional teams (RLPMs/RCOMs)
Store Detectives
SOC
Police
Local Networks
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.
Aberdeen, ABERDEEN, SCOTLAND;
Aberdeen
