Customer Service/ M&S Bank - Retail Floor Bank Assistant - Birmingham

19 Mar 2017
22 Mar 2017
Contract Type
Full Time
Customer Service Advisor, M&S Bank Retail Bank Floor Assistant

Competitive salary and benefits package.

At M&S Bank, we're enhancing life every day for our customers, treating
customers fairly is at the heart of everything we do and we're currently
looking for dedicated service professionals to make it happen. This isn't your
average customer service role - we'll look to you to show a genuine passion
for excellence in everything you do. That means building real relationships
and being proactive with M&S Retail customers in store to introduce the
benefits of M&S Bank products and only delivering services that are truly
tailored to their ambitions. As a Retail Bank Floor Assistant you will be
based on the shop floor and will use your experience and personality to engage
and build relationships with retail customers and the retail staff. You will
use these skills to introduce M&S Bank products, support customers with
credit card applications and book customers into their nearest branch to
engage with our bank assistants and find products suited to their everyday
needs. You will also be involved in coaching and mentoring your retail
colleagues on the bank products and encourage them to use this knowledge to
engage with their customers and refer them to you for more advice.

In return, when you join our team you will have access to a competitive
benefits plan that includes the following:
A discretionary annual bonus 25 days holiday, with the option to buy an
additional 5 days 20% M&S discount market leading pension scheme
We can also offer you plenty of opportunities to diversify and develop your
skills, in a culture that recognises success and rewards achievement. That
starts with a dedicated training programme, where you'll learn all about going
above and beyond for our customers - supported by more training as you

Your main responsibilities will include:

Establishing a connection with the retail customer to ensure we deliver on the
"Specialness" that is the M&S Brand promise Building rapport with our
retail customers on the shop floor and educating them on M&S bank products
and services. Pro-actively engage with M&S retail colleagues and build
working relationships with retail assistants and store management to support
the growth of our business. You will be expected to educate customers on the
benefits of our credit card and spend time taking them through the application
process answering any queries they have. Developing meaningful relationships,
focusing on growing revenue for our business through service quality and
expert banking advice. You will give solutions that are right for our
customers and support their life style. Acting as the first point of
resolution for M&S Bank complaints from retail staff and customers.
Working to performance expectations set out by the Bank Manager. Supporting
the development of employees skills & knowledge compatible with the
requirements of the branch Constantly identifying ways to make banking simpler
for our customers and proactively raising ideas and solutions to support the
customer build a strong brand.

Your skills and experience should include:
A proven record of excellence in a customer facing role - whether that's from
a retail role or within another service-focused industry such as sales,
hospitality, contact centre or banking. An understanding of operational
procedures in a banking environment The confidence and empathy to understand
the unique needs of a wide range of customers, and the integrity to always put
their needs first The influencing and communication skills to present
solutions to meet customers' needs simply and effectively " The ability to
coach your colleagues as you learn, sharing your expertise and helping them to
reach their full potential Ability to self-manage your time and be adaptable
to changing working environments. Experience in working towards performance
Our full time and part time rotas include working weekends, evenings and bank
holidays to mirror the store's opening hours

We welcome applications from all people, regardless of sexuality, disability,
age, race or gender, with the aim of creating an environment of respect and
support, enabling everyone to achieve their best.

Salary: . Date posted: 10/03/2017