Work Pattern

Week 1
Monday: 08:00-16:00
Wednesday: 08:00-16:00
Thursday: 08:00-16:00
Saturday: 08:00-16:00

Week 2
Sunday: 08:00-16:00
Wednesday: 08:00-16:00
Thursday: 08:00-16:00
Friday: 08:00-16:00

Under 18 disclaimer
To comply with health and safety legislation and keep our colleagues safe in the workplace, colleagues in this role must be 18 years of age or older.

Please note that the + £3.00 p/h unsocial premium is only added on any hours worked between 22:00-06:00.

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