M and S Careers – Service and Safety

Website Marks and Spencer

Job Responsibilities:

  • Clearly identified to provide customers with a visible presence at the beginning of their shopping journey
  • Deal calmly and empathetically with people in a variety of retail circumstances, including confrontational situations
  • Flexible and trained to support other areas within the store i.e. Foods, C&H, Operations
  • Respond to door alarms in a sincere and apologetic manner, resolving any issues the customer may have
  • 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
  • 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
  • Be knowledgeable of the store, support key marketing messages, latest products and top questions (e.g. what time do you close?)
  • 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
  • Report any incidents of known or suspected internal theft or malpractice
  • Assist customers in navigating the store, recognising when a customer needs help and provide the right level of support
  • Be a visible deterrent against violence, anti-social behaviour, targeted theft, till snatches and criminal activity to support a safe shopping environment.
  • Thank our customers for shopping with us when they exit
  • Apprehend external thieves (only if necessary) in line with business policy and only if all components of theft are seen
  • Ensure that persons served with a trespass notice do not re-enter the site


Job Responsibilities:

  • No requirement to be licensed, but good observation skills would be a benefit
  • 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
  • Ability to remain focussed at greeting customers and deterring suspicious activity
  • Being confident with an easily felt presence and friendly and natural personality is essential
  • Able to maintain high standards of appearance and uniform standards
  • Strong communication skills with the ability to engage customers with ease

Job Details:

Company: Marks and Spencer

Vacancy Type:  Full Time

Job Location: Birmingham, England, UK

Application Deadline: N/A


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