Working Pattern
Week 1
Monday: 11:15-18:15
Wednesday: 11:15-18:15
Thursday: 14:15-20:15
Saturday: 15:30-20:15
Week 2
Sunday: 11:15-16:00
Monday: 11:15-18:15
Tuesday: 11:15-18:15
Wednesday: 11:15-18:15
Purpose
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To deliver a great experience for your customers across Travel Money and other services, putting customers before task every time
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Champion new ways of working within stores through an open mindset and positive attitude
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Complete tasks and processes that deliver ‘best in town’ standards
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Serve and sell across all Travel Money and other service channels brilliantly well
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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
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Skilled to utilise all digital tools and communication channels to do the job
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Share customer and colleague feedback to help us do things better
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Share Travel Money knowledge and experience with colleagues to support others in building skill and confidence
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Own your own learning & development and proactively access digital learning solutions
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Know the daily sales targets, priorities, promotions & selling opportunities
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Have great product knowledge to sell and recommend our products and services help our customers
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Proactively engage with customers to understand their needs and make recommendations
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Understand the store priorities and the part you play
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Complete all Travel Money tasks with pace, accuracy and in line with procedures
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Follow safe, legal and financial crime working practices
Key Capabilities
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Understands how M&S operates, it’s strategy, future and the role they play
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Committed to delivering excellent work fast with great attention to detail
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Open to and acts on feedback, asking for this regularly
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Sets performance objectives for self in conjunction with line manager and in line with business plans
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Takes accountability for planning and managing own work efficiently to ensure objectives are met
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Is curious and asks questions to challenge the status quo – ask why the company does things the way it does things and suggests improvements
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Effective at communicating; ensures communication is clear and simple
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In control of their own reactions and considers how to share their perspective to create better reaction for team
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Copes well with change and work challenges, recovering quickly from its impact
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Builds positive relationships by being a good listener and getting to know people by establishing a connection
Technical Skills/ Experience
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Contributing to store profitability
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Work to get things done right first time within timescales
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Comprehensive knowledge of Travel Money channels
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Good level of product knowledge and other services
- Up to date knowledge of the commercial operation and brilliant basics
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Good level of digital capability and use of digital tools and applications
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Understand customer needs and spot selling opportunities to delight
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Adapting to change
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Flexible and able to learn quickly
Key Relationships and Stakeholders
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Customers
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Colleagues
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Store Leadership
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M&S Bank Travel Money support team
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BIG
DERBY, DERBYSHIRE, ENGLAND;