Service & Safety Customer Assistant - Food - Chichester

Work Pattern Sunday 10:00-16:00 Tuesday 11:00-19:00 Friday 08:00-12:00 Saturday 08:00-12:00 Purpose You use your training to support Fire, Health and Safety practices in your store. To assist the store manager (and his/her management colleagues) as a competent person to influence and implement all matters relating to Fire, Health and Safety. Responsibilities • Help maintain a store that provides a safe, secure and healthy environment for all persons on the premises • Be a figurehead for all matters relating to Fire, Health & Safety • Create a working relationship with the store manager based on trust and reliability • Ensure all tasks relating to Fire, Health & Safety policy and procedure are carried out correctly • Be proactive in regards to sales floor trading moves, ensuring these are carried out correctly and in a safe manner • Maintain and update the Fire, Health & Safety store noticeboard • Ensure all Fire, Health and Safety training is completed in accordance with current policy and assist in the practical training of any colleagues (Fire Tours, Emergency Team, Transport etc.) • Support the store training team with the Induction of new staff for fire, health & safety matters • Carry out regular reviews of the store accident database to ensure all incidents are accurately reported and investigated • Support the store First Aid team to ensure provision is sufficient and in accordance with policy • Complete a weekly review of the Opening and Closing Book to ensure all tasks have been correctly completed and follow up issues with store management • Complete risk assessments to identify and mitigate risk to as low as is reasonably practicable and keep them up to date • Participate in consultation with store BIG and the Regional FHS Network Group Key Relationships • Store Manager • Store management teams (Commercial, C&H, Foods and Operations) 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. 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