Customer Assistant

All the details

Customer Assistant - Clothing and Home - Newcastle

Temporary Position, 16 Hours, 2 to 29 June

Tuesday 11:00-15:00
Thursday 11:00-15:00
Friday 11:00-15:00
Saturday 11:00-15:00

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

• Heads-up colleagues with no operational function, bar standards and sizing, with primary role to confidently & pro-actively engage customers.

• Positioned across the customer journey to ensure there is a consistent, though non-invasive, touchpoint throughout the store.

• Specialist product knowledge by BU, to ensure breadth and ability to recommend full outfits and the ability to make confident and suitable recommendations for customer needs.

• Equipped to sell through every channel through proficiency in using all digital selling tools.

• Advanced knowledge of full store range and M&S.com to make confident omni-channel recommendations including VPR tools

• Every Specialist equipped with a Pay with Me device and supported by mobile payment podia to be able to conclude customer journey and support tilling function.

• Have an enhanced connection to the BU team in the format of Buyers & Sellers to relay back at pace key feedback and opportunities.

• Advanced level of engagement and communication skills to make genuine connections and bring product and recommendations to life.

• Wearing own well-styled outfits, influencing sales through own outfit choices.

• VIP Fitting Room Host leads daily events with local community on a weekly cycle.

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