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

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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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