Customer Assistant - Administration Assistant

Summary

Administration Assistant

Week 1:
Wednesday ;
Friday

Week 2:
Wednesday ;
Saturday

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

• 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

• 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

• External Candidates
• Colleagues
• Store Leadership
• Regional People Team
• BIG

• To deliver a great shopping experience for their customers, 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 channels brilliantly well
• Be the voice of our customer to help us continually improve

• Serve our 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 utilise 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 their 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
• Proactively engage with customers to understand their needs and make recommendations
• Understand the store priorities and their part to play
• Complete tasks with pace and in line with SOPs
• Minimise cost and waste through good process practice
• Follow safe and legal working practices

• 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
• Effective at communicating their intentions to…