Customer Assistant - Travel Money - Bluewater

Work Pattern
Week 1 
Wednesday: 11:00-15:00
Friday: 11:00-15:00
Saturday: 07:30-11:30
Week 2
Wednesday: 11:00-15:00
Thursday: 11:00-15:00
Friday: 11:00-15:00

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.


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, its strategy, future and role 
• 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 – asks 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