Shift Lead - Food - Newport Gwent Simply Food

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

Job summary

A leading retail company in Caerleon is seeking a Team Support Manager to lead a team and ensure excellent customer service. Responsibilities include managing operations, providing coaching, and delivering on sales targets. The ideal candidate should possess strong leadership qualities, good digital skills, and be committed to maintaining a high level of service. This role offers an opportunity to support team growth and enhance customer experiences at the store.

Qualifications

• Ability to deliver excellent customer service and meet KPIs.
• Good level of digital capabilities and use of relevant systems.
• Knowledge of legal requirements for customer assistants.

Responsibilities

• Duty manage in the absence of the next level Leader.
• Support colleagues through coaching and feedback.
• Ensure brilliant basics are delivered.

Skills

Customer service

Team leadership

Coaching

Digital capability

Communication

Job description

Summary

Team Support Manager

All the details

Work Pattern:

Week 1:

Sunday: 09:00-17:00

Monday: 12:15-20:15

Wednesday: 12:15-20:15

Thursday: 12:15-20:15

Friday: 12:15-20:15

Week 2:

Monday: 12:15-20:15

Tuesday: 12:15-20:15

Wednesday: 12:15-20:15

Friday: 12:15-20:15

Saturday: 12:15-20:15

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