Customer Assistant - Travel Money - Hedge End

Working Pattern:

Week 1:
Sunday- 10:00 -16:00
Thursday- 10:00 - 16:00
Friday-10:00 - 16:00
Saturday- 11:00 - 15:00

Week 2:
Sunday- 10:00 - 16:00
Wednesday- 10:00 - 16:00
Thursday- 10:00 - 16:00
Saturday- 11:00 - 15:00

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