Customer Assistant - Café - Truro
Working Pattern
Week 1:
Sunday 10:30 - 16:30
Wednesday 11:30 - 17:30
Saturday 8:30 - 17:30
Week 2:
Sunday 10:30 - 16:30
Wednesday 11:30 - 17:30
Saturday 8:30 - 17:30
Purpose
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To deliver a great shopping experience for their customers, 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 channels brilliantly well
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Be the voice of our customer to help us continually improve
Key Accountabilities
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Serve our customers efficiently and brilliantly well – on the shop floor and at service points
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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 knowledge and experience with colleagues to support others in building skill and confidence
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Own their 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
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Proactively engage with customers to understand their needs and make recommendations
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Understand the store priorities and their part to play
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Complete tasks with pace and in line with SOPs
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Minimise cost and waste through good process practice
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Follow safe and legal working practices
Key Capabilities
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Understands how M&S operates,it’sstrategy, 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
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Effective at communicating their intentions to others; 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 and recovers 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
Technical Skills/ Experience
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Contributing to store sales and cost control
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Work across the store to get things done right first time within timescales
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Comprehensive knowledge of customer shopping channels
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Good level of product knowledge and services across the store
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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
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Adapting to change
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Good Knowledge of VM principles
Key Relationships and Stakeholders
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Customers
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Colleagues
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Store Leadership
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BIG