Job interview

Tell me about yourself

I’m a motivated and friendly individual who enjoys working with people and providing excellent customer service. I have experience working in fast-paced environments, where I’ve developed strong communication skills and the ability to multitask. I’m highly reliable, adaptable and enjoy working as part of a team.. Im excited by the opportunity to work at M&S because I believe in the brands values and I think my experience & personality would be a great match.

What do you know about the company?

• Founded in 1884 in Leeds by Michael Marks & Thomas Spencer

• Leading british retailer specialising in great value & quality clothing, food and home ware

• Focus on sustainability & becoming a net zero business

• Other businesses like M&S energy & M&S bank

Why should we hire you?

You should hire me because I have experience in customer service where I’ve developed strong skills like communication and problem solving. I have an attention to detail and a can-do positive attitude where I’m always willing to go the extra mile to ensure customers are happy. I’m also reliable & quick to learn & I believe my strong work ethic would make me a great addition to your team.

Why do you want to work here?

I really enjoyed my previous time working here, I particularly liked the fast paced environment, interacting with customers and the variety of tasks that kept each shift interesting. I also appreciate how the company values good customer service and team work, which are things I enjoy being part of. Whilst I gained some valuable skills working here, I am also looking forward to learning any new processes and develop my skills.

Describe a time you went above & beyond for a customer

During my last role as a retail assistant in card factory, a customer came in looking to buy some items for their daughter’s birthday. I took the time to listen to their needs and asked questions about their daughter like her favourite colour etc so I could tailor the shopping experience and make it more personalised whilst considering their budget. I made several recommendations whilst also upselling and even offered to hold the items behind the counter whilst the customer continued to shop. The customer felt really valued and appreciate my help.

Tell me a time you dealt with a rude customer

Whilst working at card factory, I had a customer who was unhappy because a product had the wrong prize label on so they were charged more. They were raising their voice & being quite rude which made the conversation hard. I listened calmly to their concerns & apologised for the inconvenience & called the manager over to issue a refund. I think it’s always important to stay calm when dealing with rude customers.

How would you deal with a rude customer?

I would remain calm & professional & listen to their concerns without interrupting so they feel heard. I would try to deescalate the situation by acknowledging their frustration by saying something like “I understand how you feel” & ask questions to understand the situation better & help resolve it to the best of my ability (following M&S policies) I would call a manager over if I needed extra help.

What is your biggest strength?

My biggest strength is my proactive attitude. I like to take initiative, whether it’s helping a customer before they ask, keeping the store tidy or supporting my team during busy times. I stay aware of my surroundings and step in when I’m needed, rather than standing around unproductively and wait to be told instructions.

Tell me a time you showed teamwork

Whilst working at card factory, the week before Christmas was really busy. I was restocking one of the card racks & noticed that my co worker was overwhelmed with a long line of customers so I went on the tills. We communicated effectively to ensure everything ran smoothly & we were able to serve customers quickly by working together.

Tell me a time you showed initiative

When I last worked here, one day I noticed a customer walking up and down the aisles looking quite confused. Instead of waiting for them to ask for help, I took the initiative to approach them and ask if they’re looking for anything specific. They were looking for a birthday card for their granddaughter so I took them to the correct aisle and helped them pick a card. The customer appreciated my help.

Tell me a time you showed leadership

When I last worked here, one of the other christmas temps started later than me and was struggling to learn the till system. Instead of waiting for a manager to step in, I took the initiative to guide them, showing them how to handle payments and scan items without barcodes like carrier bags and stamps. By the end of the shift, they felt more confident and my manager appreciated that I took the time to help them.

What is customer service to you?

To me customer service is about creating a positive experience for the customer from the moment they enter the store until they leave. It involves being friendly, listening to their needs, being knowledgeable about products (like making recommendations) & going above & beyond to make them feel valued. Good customer service is important as it builds trust and encourages customers to return.

What is celebration to you & how do you celebrate?

Celebration to me is about making people feel special and creating memories. I celebrate by getting people cards & gifts and getting together with friends and family.

What is teamwork?

To me, teamwork is about collaboration, trust and supporting one another to achieve shared goals. It means communicating clearly, being open to feedback, helping and respecting each other. Good teamwork is important as it creates a positive environment where everyone values each other, which makes work smoother and more enjoyable for everyone.

How do you handle stress?

I handle stress by staying calm and positive. If I had a large amount of tasks to do, I would break them down into smaller steps so I’m not as overwhelmed and I would make sure to stay organised. If I felt really overwhelmed, I would take a moment to step back and have a breather so I could return again with a positive mindset

How to do you prioritise tasks?

I prioritise tasks by firstly identifying which ones are most urgent. I would assess each tasks impact on customer experience or overall store operation and tackle the most important ones first. For example, if there was a long line of customers at checkout, I would focus on assisting customers quickly before moving onto other tasks like stocking shelves. I also make sure to stay organised, using lists etc if I had multiple tasks to complete.

How can technology improve the workplace?

Technology is important in retail as it improves efficiency and creates a better experience for customers. For example, POS systems make transactions more accurate and quicker and self checkout systems and contactless payment makes the shopping experience faster and more convenient for customers. Online shopping is really important as it allows M&S to reach customers beyond physical stores.