Shift Lead - Fashion, Home & Beauty - Tewkesbury Outlet

Marks and Spencer; Tewkesbury; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading retail company in Tewkesbury is seeking a Team Support Manager to oversee customer service and operational efficiency. The role requires managing a team, implementing best practices, and ensuring high standards. Ideal candidates will have experience in customer-facing roles and demonstrate strong leadership skills. This position offers a chance to make a significant impact on store performance.

Qualifications

• Experience in a customer-facing role.
• Ability to manage and lead a team effectively.
• Strong operational knowledge of store processes.

Responsibilities

• Manage and support a team in delivering customer-first service.
• Drive performance by utilizing management information.
• Ensure all store operations meet company expectations.

Skills

Customer service

Digital capability

Teamwork

Communication

Attention to detail

Flexibility

Job description

Summary

Team Support Manager

All the details

Working Pattern

Week 1:

Sunday: 09:00-17:00

Tuesday: 13:00-20:45

Wednesday: 12:45-20:45

Thursday: 08:00-16:00

Friday: 07:30-16:00

Week 2:

Monday: 07:30-16:00

Tuesday: 08:00-16:00

Wednesday: 07:30-16:00

Friday: 12:45-20:45

Saturday: 12:45-20:45

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,improvedand 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 feedbacktoBIG to improve colleague experience
• Supports the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities andtakes action
• Role models new ways of workingthrough the use ofdigital 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,eventsand campaigns

Key Capabilities

• Understands how M&S operates,it'sstrategy, future and the role they play
• Effectively manages own reactions and responses around change
• Helps colleagues to develop by listening, askingquestionsand 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, brilliantbasicsand 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