Two week working pattern

Sun 0900-1730 Mon 1245-1930 Wed 1200-1930 Thur 0730-1630 Fri 0900-1800

Mon 1245-1930 Tue 0730-1600 Wed 1200-1930 Fri 1030-1930 Sat 0830-1730

Customer Assistant – Travel Money 

Purpose

• To deliver a great experience for your customers across Travel Money and other services, putting customers before task every time 
• Champion new ways of working within stores through an open mindset and positive attitude 
• Complete tasks and processes that deliver ‘best in town’ standards 

• Serve and sell across all Travel Money and other service channels brilliantly well 
• Be the voice of our customer to help us continually improve 

Key Accountabilities   

• Demonstrate a genuine interest in your customers and build good relationships 

• Serve our customers efficiently and brilliantly well 
• Deliver ‘best in town’ standards through presentation standards, availability and keeping the store clean and tidy 
• Skilled to utilise all digital tools and communication channels to do the job 
• Share customer and colleague feedback to help us do things better 
• Share Travel Money knowledge and experience with colleagues to support others in building skill and confidence 

• Own your own learning & development and proactively access digital learning solutions 
• Know the daily sales targets, priorities, promotions & selling opportunities 
• Have great product knowledge to sell and recommend our products and services help our customers
• Proactively engage with customers to understand their needs and make recommendations 
• Understand the store priorities and the part you play 

• Complete all Travel Money tasks with pace, accuracy and in line with procedures
• Follow safe, legal and financial crime working practices 

Key Capabilities 

• Understands how M&S operates, it’s strategy, future and the role they play  

• Committed to delivering excellent work fast with great attention to detail 
• Open to and acts on feedback, asking for this regularly 
• Sets performance objectives for self in conjunction with line manager and in line with business plans 
• Takes accountability for planning and managing own work efficiently to ensure objectives are met 
• Is curious and asks questions to challenge the status quo – ask why the company does things the way it does things and suggests improvements 

• Effective at communicating; ensures communication is clear and simple 
• In control of their own reactions and considers how to share their perspective to create better reaction for team 
• Copes well with change and work challenges, recovering quickly from its impact 
• Builds positive relationships by being a good listener and getting to know people by establishing a connection 

Technical Skills/ Experience 

• Contributing to store profitability 
• Work to get things done right first time within timescales 
• Comprehensive knowledge of Travel Money channels 
• Good level of product knowledge and other services 

• Up to date knowledge of the commercial operation and brilliant basics 
• Good level of digital capability and use of digital tools and applications 
• Understand customer needs and spot selling opportunities to delight
• Adapting to change 
• Flexible and able to learn quickly

Key Relationships and Stakeholders 

• Customers 
• Colleagues 
• Store Leadership 

• M&S Bank Travel Money support team
• BIG

Purpose 

• To deliver a great shopping experience for their customers, putting customers before task every time 
• Champion new ways of working within stores through an open mindset and positive attitude 
• Complete tasks and processes that deliver ‘best in town’ standards 
• Serve and sell across all channels brilliantly well 
• Be the voice of our customer to help us continually improve 

Key Accountabilities 

• Serve our customers efficiently and brilliantly well – on the shop floor and at service points 
• Deliver ‘best in town’ standards through presentation standards, availability and keeping the store clean and tidy 
• Skilled to utilise all digital tools and communication channels to do the job 
• Share customer and colleague feedback to help us do things better 
• Share knowledge and experience with colleagues to support others in building skill and confidence 
• Own their own learning & development and proactively access digital learning solutions 
• Know the daily sales targets, priorities, promotions & selling opportunities 
• Have great product knowledge to sell and recommend our products and services 
• Proactively engage with customers to understand their needs and make recommendations 
• Understand the store priorities and their part to play 
• Complete tasks with pace and in line with SOPs 
• Minimise cost and waste through good process practice 
• Follow safe and legal working practices 

Key Capabilities 

• Understands how M&S operates,it’sstrategy, future and the role they play 
• Committed to delivering excellent work fast with great attention to detail 
• Open to and acts on feedback, asking for this regularly 
• Sets performance objectives for self in conjunction with line manager and in line with business plans 
• Takes accountability for planning and managing own work efficiently to ensure objectives are met 
• Is curious and asks questions to challenge the status quo – ask why the company does things the way it does things 
• Effective at communicating their intentions to others; ensures communication is clear and simple 
• In control of their own reactions and considers how to share their perspective to create better reaction for team 
• Copes well with change and work challenges and recovers quickly from its impact 
• Builds positive relationships by being a good listener and getting to know people by establishing a connection 

Technical Skills/ Experience 

• Contributing to store sales and cost control 
• Work across the store to get things done right first time within timescales 
• Comprehensive knowledge of customer shopping channels 
• Good level of product knowledge and services across the store 
• Up to date knowledge of the commercial operation and brilliant basics 
• Good level of digital capability and use of digital tools and applications 
• Understand customer needs and spot selling opportunities 
• Adapting to change 
• Good Knowledge of VM principles 

Key Relationships and Stakeholders 

• Customers 
• Colleagues 
• Store Leadership 
• BIG