Location
London, Greater London - Pantheon Store

Hours
Part Time
Sunday 11:00-20:00
Saturday 14:00-23:00

Salary
£13.85 per hour + £3.00 per hour unsocial premium (applicable for hours worked between 22:00-06:00)

About the Role
Join M&S as a Customer Assistant in our Fashion, Home & Beauty section, playing a vital customer-facing role in delivering a market-leading customer experience. We are looking for fashion-forward, confident individuals passionate about helping customers feel their best through personalised fitting, styling, and tailored beauty routines. You will build rapport quickly, listen to customer needs, and confidently recommend products to drive sales both in-store and online.
Working in a fast-paced, high-demand environment, you will balance speed and accuracy while delivering excellence in service. Interest in the product area is important; experience or qualifications are beneficial but not essential as full training will be provided to build expert product knowledge.
You will create genuine one-to-one connections with customers through fitting appointments, style advice, consultations, and tailored recommendations to meet daily sales targets. Being digitally confident is essential, utilising digital tools such as the Sparks App and in-store devices to provide a personalised five-star service.
This role involves working late nights; therefore, applicants must be 18 or over to comply with health and safety legislation and ensure colleague safety.

Purpose
To deliver a great shopping experience by putting customers before tasks, championing and promoting our brilliant products. As the face of the business, you will be the voice of our customers, helping us continually improve.

Key Accountabilities
- Serve customers efficiently on the shop floor and at service points
- Keep the store clean and tidy, ensuring shelves are stocked
- Monitor and deliver on daily sales targets, priorities, promotions, and selling opportunities
- Proactively engage with customers to understand their needs and deliver remarkable service
- Build expert product knowledge to sell and recommend products and services
- Utilise all digital tools and communication channels to deliver excellent customer service

Key Capabilities
- High levels of customer service
- Commitment to excellent work with great attention to detail
- Open to and acts upon feedback
- Takes accountability for planning and managing own workload efficiently
- Strong communication skills
- Adaptable to changing situations
- Builds positive relationships by being a good listener
- Good level of digital capability

Everyone’s Welcome
M&S is committed to inclusion, diversity, and equal opportunities. We welcome applications from all backgrounds and offer flexible working options to support work-life balance. Reasonable adjustments are available throughout the recruitment process to ensure a fair and transparent assessment.

Our Support
Mentorship is provided through a buddy system to help new colleagues feel supported and learn from each other.
Flexible working options include part-time working, a 4-day compressed week, or job sharing, aligned with business needs.

Benefits
- Access to a wellbeing hub including a free virtual GP service
- Colleague networks supporting various communities such as Cancer, LGBTQ+, Forces Community, Culture and Heritage, Health and Wellbeing, Menopause, Gender Equality, and Family & Carers
- A supportive and inclusive workplace culture fostering awareness, guidance, and empowerment

Experience
Experience or qualifications in fashion, home, or beauty are beneficial but not essential. Enthusiasm and a willingness to learn are key.

About you
- Passionate about delivering exceptional customer service
- Confident and fashion-forward with an interest in styling and beauty
- Able to build rapport quickly and listen to customer needs
- Digitally confident and comfortable using apps and in-store devices
- Adaptable, accountable, and attentive to detail
- Able to work late shifts and weekends as required (must be 18 or over)

Qualifications
No formal qualifications are required for this role. Full training and support will be provided to develop product knowledge and skills.