Customer Assistant - Travel Bureau - Croydon

Work Pattern 

Sun - 10:00-16:00
Mon-13:30-19:30
Wed- 7:30-13:30
Fri- 7:30-13:30
Sat- 13:30-19:30

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.

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

Everyone’s Welcome

M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact.  

We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.  

If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.

Customer Assistant - Learning

To support the Regional People Manager and Regional Learning Partner to deliver an outstanding academy learning service at all levels.

Accountabilities:

Develop remarkable people

Support coordination of all development programmes including employability schemes for customer assistants

Plan, coordinate and deliver all My Welcome Customer Assistant Inductions in line with regional demand across the academy and Regional My welcome hubs

Ensure all regional learning hubs and the academy facilities are maintained to a high standard

Ensure all colleagues learning within an academy have a brilliant welcome and learning experience at all times

Offer exceptional levels of service to all colleagues and visitors across the academy

Delivering regional buddy upskilling where required

Deliver upskilling to Induction facilitators in standalone hubs where required

Listen and act on colleague feedback to make this a great place to work , with the support of BIG

100% accurate execution  

Support in coordinating and facilitating where required, business and regional sessions e.g. Product Academy

Build key stakeholder relationships across Centre of Expertise, externally and Region

Utilise digital tools to manage academy learning capacity

Drive high performance  

Act as subject matter expert for onboarding and My Welcome  

Support the delivery and completion of Compliance Learning across the region

Takes the initiative to suggest solutions and ideas to issues to drive continuous improvement

Technical Skills/ Experience:

Digitally confident with programmes such as Microsoft Teams, Word, PowerPoint and Excel

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  

Adapting to change  

Ability to learn new ways of working quickly and be able to deliver relevant information

Able to confidently deliver information in a public forum and ensure attendees' understanding  
 

Key Relationships and Stakeholders  

External Candidates

Colleagues  

Store Leadership

Regional People Team  

BIG