Working as a Marks & Spencer (Food) Customer Assistant – Click & Collect is more than just a retail position — it’s about creating a smooth and enjoyable shopping experience for customers who shop online and collect in-store. In this role, you’ll be responsible for preparing Click & Collect orders, assisting customers at the collection point, ensuring food safety standards, and maintaining stock accuracy. You’ll also provide friendly, efficient service and uphold the premium standards that M&S is known for.
Typically, the salary for a Customer Assistant at Marks & Spencer ranges from £10.90 to £11.25 per hour, depending on location and experience. With flexible shift patterns, opportunities for progression, and staff benefits, it’s a great entry point into retail or a solid long-term option for customer service enthusiasts.
Top 20 Interview Questions and Answers for Marks & Spencer (Food) Customer Assistant – Click & Collect
1. Why do you want to work for Marks & Spencer?
Answer: I admire M&S for its commitment to quality, sustainability, and customer service. I shop here regularly and believe in the brand. I’d love to contribute to maintaining the high standards that make M&S a trusted name in British retail.
2. What do you know about the Click & Collect service?
Answer: It allows customers to order online and collect their items in-store at a convenient time. As a Customer Assistant, I understand that accuracy, efficiency, and a welcoming demeanor are essential to ensure customers leave satisfied.
3. How would you handle a situation where a customer’s order is missing an item?
Answer: I would apologize sincerely, check our stock to see if the item is available, and if not, offer an appropriate alternative or refund as per company policy while keeping the customer informed and reassured.
4. Tell us about a time you gave excellent customer service.
Answer: At my previous job, a customer was upset about a delayed order. I listened, apologized, found a quicker resolution, and followed up to ensure they were happy. They later left a positive review mentioning my name.
5. How do you stay organised during busy shifts?
Answer: I prioritize tasks based on urgency and impact, use checklists when needed, and communicate constantly with my team to ensure nothing is overlooked.
6. Describe how you would deal with a rude or impatient customer.
Answer: I’d remain calm, listen without interrupting, and respond politely. It’s important not to take it personally and focus on resolving their issue professionally.
7. What does good teamwork mean to you?
Answer: It means supporting each other, sharing tasks, and communicating clearly to achieve common goals. A strong team ensures smoother operations and a better customer experience.
8. Can you handle standing for long periods and performing repetitive tasks?
Answer: Yes, I’m used to active work environments and understand that physical endurance is part of the job. I stay focused by keeping a positive mindset and staying customer-oriented.
9. What would you do if you noticed food past its expiry date on the shelf?
Answer: I would remove it immediately and report it to a supervisor to follow proper procedures. Food safety is crucial in maintaining M&S’s trusted reputation.
10. How would you handle a situation where you’re running behind on Click & Collect orders?
Answer: I would assess the backlog, communicate with my team for support, and inform the manager. If needed, I’d also update customers on potential delays and apologize sincerely.
11. Describe a time you worked under pressure.
Answer: During the holiday season at my last job, customer numbers doubled. I kept calm, focused on one task at a time, and supported my team to keep service levels high.
12. What skills do you bring to this role?
Answer: Strong communication, attention to detail, time management, and a customer-first attitude. I also have experience handling food and online order systems.
13. What does excellent customer service mean to you?
Answer: It means understanding customer needs, exceeding expectations, being approachable, and ensuring the experience is smooth, friendly, and memorable.
14. How would you help a customer with a disability?
Answer: I’d approach respectfully, ask how I can help, and provide assistance according to their needs — whether it’s reaching items or offering a quieter place for service.
15. Are you comfortable working early mornings, evenings, and weekends?
Answer: Yes, I understand retail requires flexibility and I’m happy to work shifts as needed.
16. Why is accuracy important in Click & Collect?
Answer: Customers trust that their orders will be correct. Mistakes lead to frustration, so accuracy is key to satisfaction and repeat business.
17. What do you know about Marks & Spencer’s values?
Answer: M&S values integrity, innovation, and sustainability. The “Plan A” initiative shows its commitment to responsible business, which I fully support.
18. How would you handle multiple customer queries at once?
Answer: I’d stay calm, prioritize based on urgency, and politely let customers know I’ll assist them shortly. Efficiency and politeness go a long way.
19. What would you do if your colleague was falling behind in their tasks?
Answer: I’d offer to help if I had time or notify a manager if needed. Team success depends on mutual support.
20. Where do you see yourself in five years?
Answer: I hope to grow within M&S, possibly moving into a supervisory role or exploring other departments. I value development and learning new skills.
Interview Coaching Tips and Final Encouragement
Preparing for an interview at Marks & Spencer (Food) as a Click & Collect Customer Assistant can feel daunting, but the key is to know the brand, understand the role, and be yourself. Practice answering common questions aloud, research M&S’s values and services, and wear smart, comfortable attire to show professionalism.
Tip: Use the STAR method (Situation, Task, Action, Result) when answering scenario-based questions to stay structured and clear.
Remember: The interviewers aren’t looking for perfection — they’re looking for potential. Show enthusiasm, customer focus, and your willingness to be a team player, and you’ll stand out.
