Cafe Customer Assistant
Working Pattern
Week 1
- Sun - 12 - 4
- Mon - 12 - 4
- Wed - 12 - 4
- Sat - 12 - 4
Week 2
- Sun - 12 - 4
- Mon - 12 - 4
- Wed - 12 - 4
- Sat - 12 - 4
Purpose
- To deliver a great shopping experience for customers, putting them before tasks 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 customers to help us continually improve.
Key Accountabilities
- Serve 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 utilize 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 personal learning & development and proactively access digital learning solutions.
- Know daily sales targets, priorities, promotions & selling opportunities.
- Have great product knowledge to sell and recommend products and services.
- Proactively engage with customers to understand their needs and make recommendations.
- Understand store priorities and their part to play.
- Complete tasks with pace and in line with SOPs.
- Minimize cost and waste through good process practice.
- Follow safe and legal working practices.
Key Capabilities
- Understand 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.
- Set performance objectives for self in conjunction with line manager and in line with business plans.
- Take accountability for planning and managing own work efficiently to ensure objectives are met.
- Be curious and ask questions to challenge the status quo.
- Effective at communicating intentions to others; ensures communication is clear and simple.
- In control of reactions and considers how to share perspectives to create better reactions for the team.
- Copes well with change and work challenges and recovers quickly from its impact.
- Build positive relationships by being a good listener and establishing connections.
Technical Skills/Experience
- Contributing to store sales and cost control.
- Work across the store to get things done right the 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.
- Adapt to change.
- Good knowledge of VM principles.
Key Relationships and Stakeholders
- Customers
- Colleagues
- Store Leadership
- BIG
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