Customer Assistant - Service & Safety Assistant

Customer Assistant – Service & Safety Assistant – Omagh

Posted 2 days ago. Salary: £26,000 – £27,000.

• Provide a visible presence at the beginning of customers’ shopping journey.
• Confidently welcome customers with a smile, use eye contact, and apply greeting techniques that deter theft.
• Support other areas of the store (Foods, C&H, Operations) when needed.
• Be knowledgeable of the store, support key marketing messages, latest products and commonly asked questions (e.g. store hours).
• Assist customers in navigating the store, recognise when help is required and offer appropriate support.
• Thank customers for shopping with us upon exit.
• Handle calmly and empathetically various retail situations, including confrontational encounters.
• Respond to door‑alarm activations sincerely and apologetically, resolving customer concerns.
• Act as a visible deterrent against violence, anti‑social behaviour, targeted theft, till snatches and other criminal activity to support a safe shopping environment.
• Identify and monitor suspicious persons, activity or theft, and take suitable customer‑engaging actions to deter.
• Report all incidents via the M&S Incident reporting process (Hicom app or Security Operations Centre, and police where required).
• Ensure persons served with a trespass notice are prevented from re‑entering the site.
• Carry store radio and collaborate with police and security personnel to enhance service (crime partnership meetings, agreed police meetings, shop‑watch schemes).
• Apprehend external thieves (only if necessary) in line with business policy and only when all theft components are observable.
• Report incidents of known or suspected internal theft or malpractice.

• Confident presence with a friendly, natural personality.
• Strong communication skills for engaging customers.
• Remain focused during greetings and when deterring suspicious activity.
• Demonstrate natural empathy with the M&S brand and values, including service behaviours.
• Self‑motivated, willing to improvise, suggest or try new approaches.
• Able to maintain high standards of appearance and uniform.
• No licence required; good observation skills are beneficial.

• Store Management team
• Store colleagues
• Operational Security Manager
• Regional teams (RLPMs/RCOMs)
• Store Detectives
• SOC
• Police
• Local Networks

Entry level

Part‑time

Other

Retail

Omagh, Northern Ireland, United Kingdom