Customer Assistant - Bureau - Hempstead Valley
Marks & Spencer
£16.15 per hour
UK
Part time
The Breakroom Take
- Pays all ages fairly
- Recommended by students
- Respectful managers
- Proper breaks
About Marks & Spencer
Marks & Spencer is a retailer. They sell clothing, homeware and food.
Job description from Marks & Spencer
Work Pattern
Week 1
Mon 16.15-20.15
Wed 16.15-20.15
Fri 16.15-20.15
Sat 13.00-17.00
Week 2
Mon 16.15-20.15
Wed 16.15-20.15
Fri 16.15-20.15
Sat 16.15-20.15
Under 18 disclaimer
To comply with health and safety legislation and keep our colleagues safe in the workplace, colleagues in this role must be 18 years of age or older.
Purpose
- To deliver a great experience for your customers across Travel Money and other services, 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 Travel Money and other service channels brilliantly well
- 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
- 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 Travel Money knowledge and experience with colleagues to support others in building skill and confidence
- Own your 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 help our customers
- Proactively engage with customers to understand their needs and make recommendations
- Understand the store priorities and the part you play
- Complete all Travel Money tasks with pace, accuracy and in line with procedures
- Follow safe, legal and financial crime working practices
Key Capabilities
- 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 and suggests improvements
- Effective at communicating; ensures communication is clear and simple
- In control of their own reactions and considers how to share their perspective to create better reaction for team
- Copes well with change and work challenges, recovering quickly from its impact
- Builds positive relationships by being a good listener and getting to know people by establishing a connection
Technical Skills/ Experience
- Contributing to store profitability
- Work to get things done right first time within timescales
- Comprehensive knowledge of Travel Money channels
- Good level of product knowledge and other services
- Up to date knowledge of the commercial operation and brilliant basics
- Good level of digital capability and use of digital tools and applications
- Understand customer needs and spot selling opportunities to delight
- Adapting to change
- Flexible and able to learn quickly
Key Relationships and Stakeholders
- Customers
- Colleagues
- Store Leadership
- M&S Bank Travel Money support team
- BIG
Job insights from Breakroom
Retail and sales assistants:
Sales assistants help customers and sell goods and services
What you’ll do as a retail and sales assistant:
- Serve and advise customers
- Take delivery of goods and stock
- Arrange and display goods
- Check for damaged or missing items
- Handle customer payments, returns and refunds
- Keep the store clean and tidy
Is it right for you?
This job may involve:
- Dealing with customers
- Standing
- Wearing a uniform
- Heavy lifting
- Cleaning
- Physical activities
What employees say
Pay
-
Good
-
Most people are paid a living wage
Do Marks & Spencer pay customer assistants enough to live on?
Most people are paid a living wage.
How we know this
93% of people say they are paid at or above the Real Living Wage for where they live.Based on data from 236 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
Everyone should be paid enough to live on.
The Real Living Wage is a voluntary rate employers can sign up to that is based on the real cost of living.
The current rates are £12.60 per hour, and £13.85 per hour in London.
Find out more in our explainer about the Real Living Wage.
Good
-
Most people are paid market rates
Do Marks & Spencer pay customer assistants market rates?
Most people are paid above average for their job.
How we know this
94% of people are paid above average for the type of work they do.Based on data from 125 people who took the Breakroom Quiz between January 2025 and April 2025.
Why this matters
Pay can vary a lot between types of job. Employers should be ensuring that the rates their staff are paid are in line with similar roles elsewhere.
Good
-
Everyone is paid the same, whatever their age
Do customer assistants at Marks & Spencer get paid the same regardless of age?
Yes, people under the age of 21 get paid the same as those above 21.
See what Marks & Spencer pays different age groupsHow we know this
The average pay of under 21s is the same as those above 21.Based on data from 273 people who took the Breakroom Quiz between April 2024 and April 2025.
Needs improving
-
Most people don’t get paid breaks
Do customer assistants at Marks & Spencer get paid breaks?
No. Most people don’t get paid breaks.
How we know this
93% of people say they don’t get paid breaks.Based on data from 241 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
A good job should have paid breaks.
You should be paid for all your time at work, whether you’re on a break or not.
Okay
-
Only some people get sick pay
Do Marks & Spencer pay customer assistants sick pay?
Sometimes. Only some people get proper sick pay.
How we know this
60% of people say they wouldn’t get paid if they were sick but scheduled to work.Based on data from 192 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
Everyone gets sick sometimes. You should be able to take time off without worrying.
At a good job you should still get paid if you’re scheduled to work but can’t due to sickness. Your contract should say how many sick days you can take each year.
This is more than the legal minimum, which says you should only get paid if you are unwell for 4 full days. See Citizens Advice for more details.
Good
-
Most people don’t do unpaid extra work
Do customer assistants at Marks & Spencer do extra work that they don't get paid for?
Rarely. Most people don’t do unpaid extra work.
How we know this
75% of people report that they don’t do extra unpaid work.Based on data from 231 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
Everyone should get paid for any extra work they do, even if it is outside your contracted hours. At a good job, you should be paid for all the time you spend at work.
Hours and flexibility
-
Needs improving
-
Less than 4 weeks notice of shifts
How much notice do customer assistants get of their shift pattern at Marks & Spencer?
Most people don’t get 4 weeks notice of when they’re working.
How we know this
- 16% of people with changing schedules report getting one week notice or less.
- 35% of people with changing schedules report getting two weeks notice.
- 30% of people with changing schedules report getting three weeks notice.
- 19% of people with changing schedules report getting four weeks notice or more.
Based on data from 232 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
At a good job, you get plenty of notice about when you’re working.
This makes it easy for you to plan the rest of life, as well as your finances, because you know how much you’ll be working and when.
Good
-
Most people don’t worry about their hours
Do customer assistants at Marks & Spencer worry about hours?
Most people don’t worry about getting enough hours.
How we know this
78% of people report they don’t worry about getting enough hours.Based on data from 124 people who took the Breakroom Quiz between January 2025 and April 2025.
Why this matters
At a good job, you shouldn’t have to worry about getting enough hours each week.
A good job should guarantee you a minimum number of hours in a contract, if you want it.
This makes it easier to plan your finances, because you know how much you’ll be earning.
Okay
-
Only some people get a choice of shifts
Do customer assistants at Marks & Spencer get to choose the shifts they work?
Some people don’t get enough choice over which shifts they work.
How we know this
39% report that their manager doesn’t give them enough choice over which shifts they work.Based on data from 123 people who took the Breakroom Quiz between January 2025 and April 2025.
Why this matters
A good job is flexible around your personal life. This means you get a say in when you prefer to work.
Okay
-
Can be hard to change shifts
How easy is it for customer assistants at Marks & Spencer to change shifts?
Some people find it hard to change shifts.
How we know this
58% of people report that it’s hard to change shifts if they need to.Based on data from 195 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
A good job is flexible around your personal life. It should be easy to change a shift if you need to, whether that’s in an emergency or for planning ahead.
Okay
-
Can be hard to book holiday
How easy is it for customer assistants to book a holiday at Marks & Spencer?
Some people find it hard to book holiday.
How we know this
40% of people report it’s hard to book holidays.Based on data from 208 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.
Okay
-
Shifts can get changed at short notice
Do Marks & Spencer managers change customer assistants shifts at short notice?
Some managers change people’s shifts at short notice.
How we know this
43% of people say their manager changes their shifts at the last minute.Based on data from 237 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
If your manager is often changing your shifts at short notice that’s a sign of poor planning. At a good job you won’t be messed around at the last minute.
Okay
-
Some people find it hard to take sick leave
How easy is it for customer assistants to take sick leave at Marks & Spencer?
Some people find it hard to take sick leave.
How we know this
42% of people report that it’s hard to take time off if they are sick.Based on data from 205 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
Everyone gets sick sometimes. You should be able to take time off when you need to.
A good job should support you when you’re unwell and have systems in place that will allow you to take time off to recover when you need it.
Good
-
Most students say it’s good
Is customer assistants at Marks & Spencer job good for students?
Most students say this is a good place to work if you’re studying.
How we know this
82% of students report this is a good place to work if you’re studying.Based on data from 117 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
A good job should allow you to fit work around important things in your life, like studying.
Life isn’t just about work. Good jobs make space for you to do well in both.
Okay
-
Only some parents say it’s good
Is working as customer assistants at Marks & Spencer good if you have caring responsibilities?
Only some parents and carer say this is a good place to work.
How we know this
39% of people who care for a child or other relative report this isn’t a good place to work.Based on data from 33 people who took the Breakroom Quiz between May 2024 and April 2025.
Why this matters
Whether it’s looking after children or caring for a relative, a good job should support your responsibilities outside of work.
Workplace
-
Good
-
Most people feel treated with respect
Do customer assistants at Marks & Spencer feel treated with respect by their managers?
Most people feel treated with respect by their managers.
How we know this
69% of people say they’re treated with respect by their managers.Based on data from 216 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
Everyone should get treated with respect by their managers. You shouldn’t feel discriminated against or bullied, and if you have a problem you should be able to speak to someone about it.
Good
-
Most people get proper breaks
Do customer assistants at Marks & Spencer get proper breaks?
Most people get proper breaks.
How we know this
84% of people report that they get to take proper breaks.Based on data from 227 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
When you take a break it should be a proper rest. It should last the full duration and you shouldn’t get pulled off it.
Okay
-
Some people are stressed
Is it stressful for customer assistants to work at Marks & Spencer?
Some people feel stressed here.
How we know this
60% of people say they often feel stressed at work.Based on data from 241 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
Work isn’t always easy, but if you’re frequently feel stressed, that’s not good.
Your employer should support you with enough people and resources to get your job done without feeling overwhelmed.
Good
-
Most people enjoy their job
Do customer assistants at Marks & Spencer enjoy their jobs?
Most people enjoy their job.
How we know this
67% of people report they enjoy their job.Based on data from 206 people who took the Breakroom Quiz between October 2024 and April 2025.
Okay
-
Only some people recommend their team
Do customer assistants at Marks & Spencer recommend working with their team?
Only some people recommend working with their team.
How we know this
42% of people report that they wouldn’t recommend working with their immediate team to a friend.Based on data from 124 people who took the Breakroom Quiz between January 2025 and April 2025.
Why this matters
A good job means enjoying the place where you work.
The people you work with every day really matter. They can be the difference between a terrible day and a great one.
If you’d recommend your team to a friend, this shows that something’s going right.
Okay
-
Only some people get enough training
Do customer assistants get enough training when they start at Marks & Spencer?
Some people didn’t get enough training when they started.
How we know this
44% of people report they didn’t get enough training when they started working here.Based on data from 245 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
A good job should give you good training when you start, not just drop you in at the deep end.
This means that you’ll be happier and more productive from day one and shows that your employer values you.
It’s also very important if your job involves anything that could be dangerous. Good training from the outset keeps you and your team safe.
Okay
-
Only some people get support to progress
Are customer assistants given support to progress at Marks & Spencer?
Only some people are given support to progress here.
How we know this
In the last year, 53% of people report not being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role.Based on data from 219 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.
This means you’ll be able to build on your skills and experience, and earn more money.
Needs improving
-
Head office doesn’t understand what’s happening
Do customer assistants think Marks & Spencer head office understands what's happening where they work?
Most people think head office doesn’t understand what’s happening where they work.
How we know this
68% of people think that this employer’s head office or owners don’t have a good understanding of what’s really happening where they work.Based on data from 223 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
At a good job, the role of head office should be to support the people on the frontline serving customers.
To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.
Good
-
Most people feel well informed by head office
Do customer assistants feel well informed about how Marks & Spencer is doing?
Most people feel well informed about how the company is doing.
How we know this
75% of people feel that they are kept well informed about how the company is doing as a whole.Based on data from 235 people who took the Breakroom Quiz between October 2024 and April 2025.
Why this matters
At a good job, there should be a supportive relationship between the people working on the frontline serving customers and the people who own the company or work in head office.
You should be kept informed about how the company is doing as a whole, both in good times and when things get tough for the business.
What Marks & Spencer employees say about their job
-
Best thing
Employee discount,
Pay,
Free uniform,
Some colleagues,Worst thing
managers will regularly roll their eyes at you and speak about you behind your back.
Holiday & leave is a NIGHTMARE to book.
The payslip system is confusing.
Managers will threaten you with absence triggers for genuine illnesses.
The rota system is a mess, you will be allocated random hours and not be told about them until you miss the shift.
Micromanagement is a big issue at M&S.Customer assistant at Marks & Spencer, February 2025
-
Best thing
Shares and pension schemes
Worst thing
Managers not pulling there weight
Store operations assistant at Marks & Spencer, February 2025
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