The work pattern for this vacancy is:
Week 1
Sun 1045 - 1600
Tue 1400 - 1915
Thur 1400 - 1915
Fri 0945 - 1500
Week 2
Mon 1400 - 1915
Wed 1400 - 1915
Fri 1445 - 2000
Sat 1345 - 1900
Key Accountabilities and Measures
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Clearly identified to provide customers with a visible presence at the beginning of their shopping journey
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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
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Flexible and trained to support other areas within the store i.e. Foods, C&H, Operations
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Be knowledgeable of the store, support key marketing messages, latest products and top questions (e.g. what time do you close?)
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Assist customers in navigating the store, recognising when a customer needs help and provide the right level of support
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Thank our customers for shopping with us when they exit
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Deal calmly and empathetically with people in a variety of retail circumstances, including confrontational situations
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Respond to door alarms in a sincere and apologetic manner, resolving any issues the customer may have
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Be a visible deterrent against violence, anti-social behaviour, targeted theft, till snatches and criminal activity to support a safe shopping environment.
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Identify and monitor suspicious persons, activity or theft and take appropriate customer engaging actions as required to deter
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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
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Ensure that persons served with a trespass notice do not re-enter the site
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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
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Apprehend external thieves (only if necessary) in line with business policy and only if all components of theft are seen
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Report any incidents of known or suspected internal theft or malpractice
Key Skills
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Being confident with an easily felt presence and friendly and natural personality is essential
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Strong communication skills with the ability to engage customers with ease
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Ability to remain focussed at greeting customers and deterring suspicious activity
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To have a natural empathy with our M&S brand and values, including service behaviours
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To be self-motivated, willing to improvise and suggest or try new approaches
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Able to maintain high standards of appearance and uniform standards
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No requirement to be licensed, but good observation skills would be a benefit
Key Relationships and Stakeholders
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Store Management team
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Store Colleagues
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Operational Security Manager
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Regional teams (RLPMs/RCOMs)
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Store Detectives
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SOC
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Police
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Local Networks
