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 

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