Customer Assistant

Working Pattern

Week 1
Monday: 11:15-18:15
Wednesday: 11:15-18:15
Thursday: 14:15-20:15
Saturday: 15:30-20:15

Week 2
Sunday: 11:15-16:00
Monday: 11:15-18:15
Tuesday: 11:15-18:15
Wednesday: 11:15-18:15

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, it’s 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 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

Key Relationships and Stakeholders

• Customers
• Colleagues
• Store Leadership
• M&S Bank Travel Money support team
• BIG

DERBY, DERBYSHIRE, ENGLAND;