Customer Assistant

Marks & Spencer Plc; City of Edinburgh; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading retail company in Edinburgh is seeking a Customer Assistant for its café. In this role, you'll deliver exceptional customer service, utilizing digital tools to enhance the customer experience. You should be flexible, ready to support colleagues and adapt to various tasks in a fast-paced environment. A passion for food and drink trends is essential. The position offers the opportunity to work as part of a dedicated team committed to high standards in customer satisfaction.

Benefits

Employee discounts

Training and development opportunities

Qualifications

• Experience in a customer-facing role preferred.
• Ability to use digital tools and applications effectively.
• Strong knowledge of food and drink trends.

Responsibilities

• Serve customers efficiently and meet their needs.
• Maintain food safety and hygiene standards.
• Support a positive café environment for customers and colleagues.
• Adapt to various shop areas as required.

Skills

Customer service excellence

Digital tools proficiency

Team player

Flexibility and adaptability

Attention to detail

Job description

Overview

Working Pattern

Week 1: Sun 0800-1600; Mon 0800-1600; Wed 0800-1600; Thurs 0800-1600; Fri 0800-1600

Week 2: Mon 0800-1600; Tue 0800-1600; Wed 0800-1600; Thurs 0800-1600; Sat 0800-1600

Join our team at M&S as a Customer Assistant in our café, where you'll become a champion of our delightful food and drink offerings, offers, and services. We're seeking passionate individuals who take pride in their knowledge of the latest food and drink trends and are eager to share it with our customers.

You'll be a brand ambassador who’s ready to recommend and promote our delicious café menu. Through remarkable service you'll make sure our customers feel truly valued every time they shop with us.

• Being digitally confident is essential. You'll utilise our digital tools, such as our digital menus and in-store devices, to enhance the customer experience and ensure they get the products they want, when they need them.

• Efficiency and effectiveness are key aspects of your role ensuring that our customers don’t wait while maintaining high standards in food safety and hygiene consistently. You’ll be ready to roll your sleeves up, work hard and go above and beyond every day.

• Being a team player is crucial. You'll take responsibility for creating a great inclusive café environment, supporting and respecting your colleagues and our customers every day.

• Flexibility is also vital. You should be confident to work effectively across various areas of the store, adapting to the changing demands of the retail environment seamlessly.

Are you ready for it? Take your marks and get ready to apply.

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

• Serve our customers efficiently and brilliantly well – on the shop floor and at service points
• 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 knowledge and experience with colleagues to support others in building skill and confidence
• Own their 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
• Proactively engage with customers to understand their needs and make recommendations
• Understand the store priorities and their part to play
• Complete tasks with pace and in line with SOPs
• Minimise cost and waste through good process practice
• Follow safe and legal working practices

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