Customer Assistant - Service & Safety Assistant - Harrogate

Work Pattern

Week 1

Sunday: 10:00 – 16:30

Thursday: 08:30 – 18:00

Week 2

• Tuesday: 10:00 – 18:00
• Saturday: 10:00 – 18:00
• 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 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 smart/flexible working.