Shift lead - Fashion, Home & Beauty - Bracknell Lexicon

Marks and Spencer; Bracknell; On-site; GBP 25,000 - 30,000; Full time

Job summary

A prominent retail chain in Bracknell is seeking a Team Support Manager to enhance customer service and team performance. The role involves managing team tasks, promoting a customer-first attitude, and ensuring operational excellence. Candidates should be skilled in leadership, communication, and digital tools, with a commitment to safety and high standards. This position offers a dynamic work environment focused on continuous improvement.

Qualifications

• Experience in customer service management.
• Ability to manage teams and provide coaching.
• Understanding of operational excellence standards.

Responsibilities

• Duty Manage in the absence of Leader.
• Champion new working methods.
• Drive task delivery and productivity.
• Supports effective team communication.
• Maintain a safe working environment.

Skills

Customer service orientation

Leadership

Digital capability

Communication

Problem solving

Job description

Summary

Team Support Manager

All the details

Under 18 disclaimer
This job role involves working early mornings and this means we can't consider applications from anyone under the age of 18. This is to comply with the relevant health and safety legislation and to keep our colleagues safe in the workplace.

Please note that the + £3.00 p/h unsocial premium is only added on any hours worked between 22:00-06:00

Work Pattern:

• Sunday: 07:00-15:00
• Monday: 05:00-13:00
• Wednesday: 05:00-13:00
• Thursday: 05:00-13:00
• Friday: 05:00-13:00

Week 2:

• Monday: 14:00-22:00
• Tuesday: 14:00-22:00
• Wednesday: 14:00-22:00
• Friday: 14:00-22:00
• Saturday: 14:00-22:00

Purpose

• Duty Manage in the absence of the next level Leader when required
• Champion new ways of working within stores through an open mindset and positive attitude
• Leads colleagues in delivery of task prioritising customer first
• Plans, allocates and follows through on delivery of task to a consistent standard across the store
• Drives on the job productivity
• Supports colleagues through coaching and feedback
• Uses MI to take action to drive performance
• Helps maintain a safe and legal environment for colleagues and customers
• Supports the delivery of an inspirational, improved and consistent visual customer journey instore which inspires our customers to shop and buy more often

Key Accountabilities

• Delivers great standards and service by putting the customer first
• Acts on customer feedback to deliver improvement
• Ensures the delivery of brilliant basics
• Coach the team to deliver excellent standards of product presentation
• Supports the delivery of plan A
• Provides regular and timely feedback to line manager to support colleague performance
• Supports with the training and coaching of colleagues maximising digital tools and channels
• Identifies colleagues for recognition and celebrate success within the store
• Provides feed back to BIG to improve colleague experience
• Supports the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities and takes action
• Role models new ways of working through the use of digital tools
• Allocates resource efficiently to deliver process, task and service ensuring activity is completed consistently and productively
• Delivers operational excellence ensuring all processes and tasks are delivered in line with business expectation
• Maintains a safe and legal store environment
• Supports visual merchandising updates across all launches, events and campaigns

Key Capabilities

• Understands how M&S operates, it's strategy, future and the role they play
• Effectively manages own reactions and responses around change
• Helps colleagues to develop by listening, asking questions and giving feedback to encourage reflection and different thinking
• 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
• Treats all colleagues the fairly, understanding that different people will provide different perspectives and have different needs
• Builds positive relationships by being a good listener and getting to know people by establishing a connection
• In control of their own reactions and considers how to share their perspective to create better reaction for team

Technical Skills/ Experience

• Support the delivery of excellent customer service and KPI's across the store
• Good level of digital capability and can access and utilise relevant systems
• Good knowledge of the commercial operation, brilliant basics and operational excellence
• Current working knowledge of all VM principles
• A good communicator with the ability to build relationships and work within a team
• A good knowledge of the legal requirements associated with the role of a customer assistant and when duty managing
• Maintain high presentation standards, attention to detail and deliver on time, right first time
• Interpret data relevant to the role
• Demonstrates flexibility and adaptability to change

Key Relationships and Stakeholders

• Customers
• Colleagues
• Store Leadership
• BIG