Customer Assistant - Service & Safety Assistant - Putney

All the detailsWork PatternMonday 06:00-14:00Tuesday 06:00-14:00Wednesday 06:00-14:00Friday 06:00-14:00Saturday 06:00-14:00Under 18 disclaimerTo comply with health and safety legislation and keep our colleagues safe in the workplace, colleagues in this role must be 18 years of age or older.Key Accountabilities And MeasuresClearly identified to provide customers with a visible presence at the beginning of their shopping journeyConfidently 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 storeFlexible and trained to support other areas within the store i.e. Foods, C&H, OperationsBe 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 supportThank our customers for shopping with us when they exitDeal calmly and empathetically with people in a variety of retail circumstances, including confrontational situationsRespond to door alarms in a sincere and apologetic manner, resolving any issues the customer may haveBe 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 deterEnsure 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 necessaryEnsure that persons served with a trespass notice do not re-enter the siteResponsible 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 schemesApprehend external thieves (only if necessary) in line with business policy and only if all components of theft are seenReport any incidents of known or suspected internal theft or malpracticeKey SkillsBeing confident with an easily felt presence and friendly and natural personality is essentialStrong communication skills with the ability to engage customers with easeAbility to remain focused at greeting customers and deterring suspicious activityTo have a natural empathy with our M&S brand and values, including service behavioursTo be self-motivated, willing to improvise and suggest or try new approachesAble to maintain high standards of appearance and uniform standardsNo requirement to be licensed, but good observation skills would be a benefitKey Relationships and StakeholdersStore Management teamStore ColleaguesOperational Security ManagerRegional teams (RLPMs/RCOMs)Store DetectivesSOCPoliceLocal NetworksPurpose To deliver a great shopping experience for our customers, we are looking for colleagues who put customers before tasks every time whilst championing and promoting our brilliant products. As the face of the business, you will be the voice of our customers helping us to continually improve.Key Accountabilities  Serve our customers efficiently, both on the shop floor and at service points  Keep the store clean and tidy, ensuring that our shelves are always stocked with product Monitor and deliver on the daily sales targets, priorities, promotions and selling opportunities  Proactively engage with customers to understand their needs, make recommendations and deliver remarkable service throughout their visit to store. Build expert product knowledge to sell and recommend our products and services  We’ll give you the training to utilise all digital tools and communication channels to deliver for the customer every timeKey Capabilities  High levels of customer service Committed to delivering excellent work with great attention to detail  Open to and acts upon feedback, asking for this regularly  Takes accountability for planning and managing own workload efficiently Strong communication skills Adaptable to changing situations Builds positive relationships by being a good listener Good level of digital capabilityEveryone’s WelcomeM&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.

Created: 2025-12-15