Customer Assistant

Working PatternWeek 1

Monday: 11:15-18:15

Wednesday: 11:15-18:15

Thursday: 14:15-20:15

Saturday: 15:30-20:15

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  To deliver a great experience for your customers across Travel Money and other services, putting customers before task every time
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  Champion new ways of working within stores through an open mindset and positive attitude
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  Complete tasks and processes that deliver ‘best in town’ standards
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  Serve and sell across all Travel Money and other service channels brilliantly well
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  Be the voice of our customer to help us continually improve

• 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
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  Skilled to utilise all digital tools and communication channels to do the job
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  Share customer and colleague feedback to help us do things better
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  Share Travel Money knowledge and experience with colleagues to support others in building skill and confidence
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  Own your own learning & development and proactively access digital learning solutions
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  Know the daily sales targets, priorities, promotions & selling opportunities
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  Have great product knowledge to sell and recommend our products and services help our customers
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  Proactively engage with customers to understand their needs and make recommendations
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  Understand the store priorities and the part you play
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  Complete all Travel Money tasks with pace, accuracy and in line with procedures
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  Follow safe, legal and financial crime working practices

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  Understands how M&S operates, it’s strategy, future and the role they play
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  Committed to delivering excellent work fast with great attention to detail
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  Open to and acts on feedback, asking for this regularly
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  Sets performance objectives for self in conjunction with line manager and in line with business plans
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  Takes accountability for planning and managing own work efficiently to ensure objectives are met
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  Is curious and asks questions to challenge the status quo – ask why the company does things the way it does things and suggests improvements
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  Effective at communicating; ensures communication is clear and simple
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  In control of their own reactions and considers how to share their perspective to create better reaction for team
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  Copes well with change and work challenges, recovering quickly from its impact
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  Builds positive relationships by being a good listener and getting to know people by establishing a connection

• 
  Contributing to store profitability
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  Work to get things done right first time within timescales
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  Comprehensive knowledge of Travel Money channels
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  Good level of product knowledge and other services
  
• Up to date knowledge of the commercial operation and brilliant basics
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  Good level of digital capability and use of digital tools and applications
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  Understand customer needs and spot selling opportunities to delight
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  Adapting to change
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  Flexible and able to learn quickly

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

DERBY, DERBYSHIRE, ENGLAND;