Customer Assistant-Hospitality- White City

Work Pattern:

W1 Mon, Tues, Wed, Thurs 8-4 and Saturday 11-7

W2 Mon, Tues 8-4, Thurs , Frid 9-5 and sat= 8-4

Working Pattern

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, its 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

· 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