Work Pattern Temporary 20 hours

Start Date w/c 8th May 2024 End date 29th June 2024

Week1

Tues   14:00 - 18:00
Thurs 14:00 - 18:00
Fri      13:15 - 18:00
Sat     10:00 - 18:00

Week 2

Sun   11:00 - 15:00
Mon  14:00 - 18:00
Wed  14:00 - 18:00 
Thurs 09:00 - 13:00
Fri      09:00 - 13:00

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