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