Customer Assistant-Bank and Services-Pantheon

Team: In Store
Store: Pantheon
Location: London, Greater London
Contract type: Permanent
Position type: Part Time
Salary: £13.15 P/H; Closing date: 17th January 2025

How We Hire

Everyone is welcome at M&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M&S, that individuality has the potential to make waves.

About the role

This section tells you all you need to know about the position and its responsibilities, outlining everything we hope to see in a successful candidate.

Summary

Bank and Services Colleague
Work Pattern
Sunday 1200-2000
Monday 1000-1900
Tuesday
Wednesday
Thursday 1000-1900
Friday 1000-1900
Saturday

All the details

Work Pattern
Sunday 1200-2000
Monday 1000-1900
Tuesday
Wednesday
Thursday 1000-1900
Friday 1000-1900
Saturday

Purpose

CHANGE THE WAY WE CONNECT WITH CUSTOMERS

M&S is changing for good and helping you shape your own career for the better. Join us as a M&S Bank and Services Colleague in one of our ever-evolving stores and opportunities will present themselves. Whether you’re thinking of your future at M&S or simply looking for experience in a revolutionary retail business.

We’re totally transforming the customer experience in store, which means you’ll need to bring an upbeat confidence and passion for M&S that shines through every hour of every day. And you’ll also need a digital mindset because we’re introducing all sorts of new technologies to make your job easier. Freeing up your time to focus on the best bits, like spending time with the customer. If you have all this, you’ll get the recognition you deserve as a true customer favourite – who’s living and breathing the new and improved M&S journey.

Help customers realise their M&S Bank Rewards and benefits by joining our team and being the face of M&S Credit Card and Club Rewards in store. With all the training and support you need; you will become an expert in M&S Bank introductions. You’ll have a bright energy that customers can’t help but respond to, always gearing towards going the extra mile so customers return time after time. There are lots of ways you can discover your potential at M&S. You just have to put your all into every moment, for every customer.

Purpose 

To deliver a great experience for your customers across Credit Card and Club Rewards Introductions and other services, putting customers before task every time 

Champion new ways of working within stores through an open mindset and positive attitude 

Be the voice of our customer to help us continually improve our Bank and services proposition

Key Accountabilities 

Demonstrate a genuine interest in your customers and build good relationships

Share M&S Credit Card and Club Rewards knowledge and experience with colleagues to support others in building skill and confidence 

Be the key advocate in store for M&S Bank and Services products

Serve our customers efficiently and brilliantly well

Skilled to utilise all digital tools and communication channels to do the job 

Share customer and colleague feedback to help us do things better 

Own your own learning & development and proactively access digital learning solutions 

Know the daily priorities, promotions & selling opportunities within the store

Have great product knowledge to introduce our products and services helping our customers

Proactively engage with customers to understand their needs and make product recommendations 

Understand the store priorities and the part you play 

Complete all M&S Credit Card and Club Rewards introductions in line with procedures

Follow compliant working practices in your M&S Credit Card and Club Rewards Introductions role 

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 

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 support team

BIG (Business Involvement Group)

Meet the Team

Our Support

Mentorship

It’s important to us that our new colleagues feel supported in their roles and can learn from each other. That’s why we offer mentorship through our buddy system.

Flexible working

We’re a 24/7 business and our working patterns adapt to our customers’ needs. Worklife is our flexible working policy that gives colleagues the option for part-time working, a 4-day compressed week, or to job share if it’s in the best interests of everyone.

I started with M&S as a Customer Assistant at the age of 19, and ever since then, I’ve continued to progress. Now I’m the Deputy Store Manager for one of our Academy stores, managing over 200 people. What I like the most about my role is learning new things and sharing that knowledge with the team, so they can work to the best of their ability and be high achievers.

Jacynta (She / Her) | Deputy Store Manager Read full story

The great joy of my life as a manager is that I can coach people and help them grow. I had some fantastic line managers myself: they believed in me and would sometimes nudge me out of my comfort zone to see what I could achieve. I hope I do the same for my team.

Dino (He / Him) | Manager Read full story

Benefits

Wellbeing hub

Get access to resources to support your wellbeing, including a free virtual GP service.
Giving back

Support your favourite charities by donating through your pay or even volunteering for them.
Pay

Earn a competitive salary.
Colleague discount

After completing your probation period, you'll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.

Please note only contracts of more than 12 weeks are eligible for this benefit.
Time off

Competitive holiday entitlement with the potential to buy extra holiday days.
Life assurance

Get cover for twice your salary up to age 70 (double with our Pension Plan).
Workplace savings

We’ll help you save through our Pension Savings Plan, Share Buy and Sharesave schemes.
My Choices

Save on everyday costs through discounts and offers and get access to great health benefits.
Cycle to work

Bike/accessory hire with Cycle to Work and save on tax and national insurance.
Smart tech

Buy the latest technology with interest-free financing directly from your salary.
Family friendly policy

Industry-leading maternity, paternity, adoption and neo-natal policies, providing support and flexibility for you and your family.

Colleague Networks

We want you to feel supported, no matter what.

Forces Community Network

A community of colleagues who are affiliated with the Armed Forces in various ways. We work to support colleagues readjusting to civilian life, to be there for those who have friends or family members in the forces, and to make M&S attractive to those leaving the forces.

The Health and Wellbeing Network

This network helps colleagues manage their own mental and physical health. We also support people with disabilities or health conditions throughout M&S. We're a safe place to share your personal journey, coping strategies and top tips.

The Gender Equality Network

This group is focused on helping to create a workplace where gender-related challenges are addressed. They raise awareness of common barriers faced and offer support. They also challenge the business to act and empower individuals to ensure that everyone has equal access to opportunities.

The LGBTQ+ Network

Open to all members of the LGBTQ+ community and spectrum (and their allies), we promote equality, celebrate inclusivity and diversity, and encourage everyone to be themselves - whatever their sexual or gender identity.

The Menopause Network

Here, our colleagues can share their concerns, as well as interesting facts and articles. Our aim is to help everyone feel comfortable talking openly about the menopause - providing a listening ear and finding positives in the experience.

The Family & Carers Network

This group represents the different types of families that exist. We act as a support network and sounding board for ideas which help our colleagues as parents or carers. We also run an interactive blog, where you can write your own posts or hear about others' experiences.

The Cancer Network

This is a network driven by personal experiences, with the purpose of ensuring that anyone in the M&S family affected by Cancer feels supported and has access to the information they need.

The Culture and Heritage Network

Celebrating all faiths, cultures and ethnicities, this group promotes racial and religious equality. We create space to discuss, challenge and take action. And we mark key calendar moments - like Black History Month - to remember the past, promote the present and build for the future.

How to Apply

Here’s what to expect at each stage of the application process. This can change depending on the role you’ve applied to. If you need any reasonable adjustments made at any stage, let us know and we can help.

Send us your application

Fill in our short application form and hit submit.

Online assessment

We’ll invite you to take part in an online assessment. This could be before or after your interview.

In-person assessment centre

We’ll invite you to an in-person assessment centre or an interview. This process may differ depending on the role you’ve applied to.

Decision

After we’ve decided, we’ll be in touch. If you’ve been successful, we’ll officially invite you to join the team and let you know the next steps.