M&S

What do you know about M&S

M&S was founded way back in 1884 and today its part of the Financial times stock exchange 100 index which shows how important it is in the uk market

This company offers the largest range of RSPCA Assured products in the world.

which shows that M&S takes animal welfare seriously and goes beyond minimum legal requirements.

I believe in supporting companies that take accountability for their impact, especially in how animals are treated.

M&S's also has a long-standing commitment to quality and sustainability especially the Plan A initiative aiming for net-zero and zero waste which aligns with my own belief that businesses should lead the way in tackling environmental issues.

Why do you want to work at M&S

I want to work at m&s because I've always admired M&S for its commitment to quality, premium products and high standards in both food and clothing.

As a regular customer, I've experienced first-hand the care and consistency M&S delivers, which makes me genuinely proud to be applying for a role here.

and Experiencing the positive shopping environment motivates me to contribute to creating that same experience for others

I have a genuine interest in retail and customer care, which motivates me to go the extra mile for customers.

My ability to stay calm and focused in busy environments allows me to provide consistent, high-quality service even during peak times.

I take pride in maintaining a welcoming and tidy environment that reflects the premium quality associated with M&S.

A time where you worked hard

During my A-Level exams, I worked really hard to manage my time and focus on revising multiple subjects. It was stressful balancing deadlines and subjects, but I created a strict study schedule and stayed disciplined.

Even when I felt tired, I pushed myself to keep going. This helped me improve my grades and taught me the importance of commitment and time management.

At Horniman Cafe, we were often short-staffed, so I had to take on multiple roles at once — from serving customers to cleaning and restocking. It was demanding, but I stayed flexible and worked hard to keep things running smoothly.

A time you made a mistake

I used to underestimate how much time I needed to revise for my A-Level exams.

For one subject in particular, I started studying too late and ended up feeling really stressed and unprepared on the day of the exam.

After that experience, I changed my approach by creating a revision timetable and starting earlier for all my subjects.

During a very busy shift at McDonald's, I was responsible for taking orders at the drive-thru.

I accidentally missed an extra sauce request on a customer's order because I was trying to work quickly.

When the customer pointed it out, I apologized and personally made sure the missing item was brought out right away.

This taught me the importance of paying attention to small details, even when working under pressure, and how those little things really matter to customers.

A time where you worked as a team

During a shift, A customer at Horniman Cafe complained that the outdoor tables were wobbly and uncomfortable to eat at.

I reported the issue to the manager promptly.

The issue was that we were using tables designed for indoor use in the outdoor area, which made them unstable on the gravel surface.

We decided to replace the outdoor tables with sturdier ones suitable for gravel.

Everyone pitched in to remove the old tables and arrange the new ones quickly and efficiently.

The experience taught me that working together and supporting each other makes tasks easier and helps get things done faster.

example of a good customer service

I noticed an elderly customer struggling with several heavy shopping bags.

I approached politely and offered to carry their bags to their car.

The customer was very grateful and said it made their experience much easier.

This showed me the value of paying attention to customers' needs beyond the sale.

It reinforced that small acts of kindness can create a lasting positive impression.

The experience strengthened my commitment to going above and beyond in customer service.

how would you deal with a Bad customer

I would stay calm and polite, no matter how the customer is acting.

I'd listen carefully to their concerns and show that I understand their frustration.

I would try to find a solution that follows store policies and meets their needs.

If I couldn't resolve the issue myself, I'd ask a supervisor or manager to help.

The most important thing is to stay professional and make sure the customer feels heard and respected.

What would you bring to the team

I bring real hands-on experience from busy customer-facing roles, so I understand the pressure of fast-paced retail.

I'm someone who notices the small things—like when a display needs tidying or a customer looks like they need help—and I act on it without being told.

I'm practical, quick on my feet, and I care about doing the job properly, not just rushing through it.

I like being part of a team that works hard and supports each other, and I think that would fit well at m&s.

What does good customer service mean to you

Good customer service means listening carefully to customers, understanding their needs, and helping them in a friendly and respectful way.

It's about making customers feel valued and ensuring they leave satisfied, whether that's by answering questions, solving problems, or simply being polite and patient.

For me, it's the small things—like a smile or remembering regular customers—that can make a big difference in their experience.

tell me about yourself and Your experience

I'd say I'm quite a calm and curious person.

I love reading because it's a bit of an escape and helps me stay open-minded and reflective. Lately, I've been learning how to crochet, which has taught me to be more patient and detail-focused. I enjoy picking up new skills and appreciate having a bit of quiet time to focus. At the same time, I'm friendly and enjoy being around people.

My first job was at Horniman Cafe, where I served customers, took orders, and helped keep things clean and running smoothly. Working busy weekends there taught me how important teamwork is, everyone had to communicate and support each other to keep service fast and smooth.

At H&M, I helped customers, restocked the shelves, and kept the store looking good. This role improved my communication skills and taught me to pay close attention to details, like keeping displays tidy and that going the extra mile, like checking stockrooms or asking colleagues, can really improve customer satisfaction.

At McDonald's, I took orders and prepared food in a very busy, fast-paced setting. This job taught me how to work quickly and accurately under pressure while maintaining good customer service. I also learned the value of staying calm and focused during hectic times, and how important it is to work as part of a team to keep everything running smoothly.

questions at the end

What qualities do you think make someone successful at m&s?

What are the biggest challenges someone in this role might face?

A time where you had a bad customer expereince

Once, a customer came in very upset because their refund was taking longer than expected.

They were clearly frustrated and raised their voice. I stayed polite and listened carefully to their concerns.

I explained the refund process clearly and checked with my manager to speed things up.

The customer left feeling calmer and appreciated the clear communication.

This taught me how important it is to stay patient, communicate clearly, and involve a manager when needed to resolve issues.

weaknesses

I've sometimes struggled to manage my time well when I have multiple deadlines at once.

I would spend too long on one task and then rush others.

To improve, I've started using planners and apps to organise my schedule better.

These changes have helped me reduce stress and manage busy periods more effectively.

why im fit for the role

I'm reliable and focused, which means I can be counted on to do tasks thoroughly and on time.

I work well under pressure and stay calm, so I can handle busy or challenging situations without getting flustered.

I'm a quick learner and enjoy developing new skills, so I can adapt to the role and improve over time.

I'm friendly and approachable, which helps me connect with customers and work effectively with my team.

Tell me about a time you helped another employee and what was the outcome?

During a busy lunch rush at my previous café job, I noticed a new colleague was struggling to manage orders and the till at the same time.

I offered to take some of the orders so they could focus on handling payments.

We communicated clearly throughout the shift to make sure everything ran smoothly.

By working together, we served customers faster and reduced waiting times.

After the shift, my colleague thanked me and said the support helped boost their confidence.

This experience showed me how teamwork and helping others can really improve the work environment, especially during busy periods.

What is your availability

I am fully flexible and available to work on all days of the week.

I'm happy to cover shifts across the full range of opening hours, including early mornings, evenings, and weekends.

I'm open to working on short notice when required.

I'm willing to work overtime