Customer Service Associate – Bakery | Retail | M&S | UAE – Al Futtaim Group

Customer Service Associate – Bakery | Marks & Spencer

Overview of the Role

The Customer Service Associate – Bakery plays a key role in delivering an exceptional customer experience while ensuring the highest standards of food quality, freshness, and presentation within the Bakery department. The role is responsible for serving customers, preparing and replenishing bakery products, maintaining food safety and hygiene standards, and driving sales through excellent product knowledge and service.

Working as part of the M&S Food team, you will create a welcoming shopping experience by understanding customer needs, recommending products, and ensuring the Bakery department is always fully stocked, clean, and visually appealing. Success in this role is measured through customer satisfaction, product availability, food safety compliance, and achievement of sales and operational KPIs.

What You Will Do

Customer Service & Customer Experience

• Deliver outstanding customer service by greeting and assisting customers in a friendly, professional, and engaging manner.
• Provide expert advice on bakery products, ingredients, allergens, and serving suggestions.
• Handle customer enquiries and resolve basic complaints promptly, escalating issues where appropriate.
• Build strong customer relationships to encourage repeat business and customer loyalty.
• Ensure every customer enjoys a positive shopping experience in line with M&S customer service standards.

Bakery Operations & Food Preparation

• Prepare, package, label, and replenish bakery products in accordance with company standards.
• Ensure bakery displays remain fully stocked, fresh, and visually appealing throughout trading hours.
• Monitor product quality, freshness, expiry dates, and shelf life.
• Follow FIFO (First In, First Out) principles and minimize food waste through effective stock rotation.
• Ensure all bakery products are presented according to M&S merchandising guidelines.

Visual Merchandising & Store Standards

• Maintain excellent merchandising standards within the Bakery department.
• Ensure displays are attractive, well-organized, and fully replenished.
• Maintain a clean, safe, and welcoming shopping environment.
• Support promotional displays and seasonal merchandising activities.

Stock Management & Inventory

• Receive deliveries and accurately check bakery stock.
• Replenish products throughout the day to maximize product availability.
• Assist with stock counts, inventory management, and waste reduction initiatives.
• Report stock shortages and quality issues to the Department Manager.
• Support effective inventory control and shrinkage management.

Sales Support & Commercial Performance

• Promote bakery products through upselling and cross-selling.
• Recommend complementary food products to enhance customer purchases.
• Stay updated on current promotions, seasonal products, and new product launches.
• Contribute towards achieving department sales and customer service targets.

Cash Register Operations

• Operate the Point of Sale (POS) system accurately and efficiently.
• Process cash, card, and digital payment transactions.
• Follow company cash handling policies and procedures.
• Maintain a clean, organized, and efficient checkout area.

Food Safety, Hygiene & Compliance

• Follow all Food Safety, HACCP, Municipality, and Health & Safety regulations.
• Maintain the highest standards of hygiene and cleanliness within the Bakery department.
• Ensure food preparation equipment and work areas are cleaned and sanitized regularly.
• Comply with all company food handling procedures and quality standards.

Job Details

Preferred Candidate

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