Customer Service Assistant

Operations Assistant Customer Assistant - Backstage - Lancaster Work Pattern: Sunday: 1230-1830 Saturday: 0445-1245 Over 18s 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,it’sstrategy, 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