Shift Lead - Food - Kingston

Marks & Spencer Plc; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading retailer is seeking a Team Support Manager in London to drive team productivity, ensure high standards of customer service, and support store operations. The ideal candidate will have strong digital capabilities, excellent communication skills, and experience in a customer-facing role. This position offers the opportunity to lead and coach colleagues effectively in a busy retail environment.

Qualifications

• Good level of digital capability and can access and utilise relevant systems.
• Current working knowledge of all VM principles.
• Good knowledge of the legal requirements associated with the role.

Responsibilities

• Duty Manage in the absence of the next level Leader when required.
• Drive productivity and support colleagues through coaching.
• Ensure delivery of brilliant basics and excellent standards.

Skills

Customer service

Digital capability

Communication

Operational excellence

Attention to detail

Job description

Team Support Manager

Work Pattern

Week 1
Monday 04:30-12:30
Tuesday 04:30-12:30
Wednesday 04:30-12:30
Thursday 04:30-12:30
Friday 04:30-12:30

Week 2
Monday 04:30-12:30
Tuesday 04:30-12:30
Thursday 04:30-12:30
Friday 04:30-12:30
Saturday 04:30-12:30

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