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.

Work Pattern:

Week 1:

Monday: 12:00 – 20:00

Wednesday: 12:00 – 20:00

Thursday: 12:00 – 20:00

Friday: 12:00 – 20:00

Saturday: 12:00 – 20:00

Week 2:

Sunday: 09:00 – 17:00

Tuesday: 12:00 – 20:00

Wednesday: 12:00 – 20:00

Thursday: 12:00 – 20:00

Friday: 12:00 – 20:00

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 . Foods, C&H, Operations 

Be knowledgeable of the store, support key marketing messages, latest products and top questions (. 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