Shift Lead - Store Operations & Customer Service

Marks and Spencer plc (UK); Guildford; On-site; GBP 17,000 - 21,000; Full time

Job summary

Marks & Spencer plc (UK) is seeking a Shift Lead to supervise the fill operation and coordinate resources for a ready-to-trade salesfloor. You will lead the floor in the absence of the Colleague Manager, ensuring efficient store opening and smooth daily processes.

The role requires coordinating teams, delivering customer service, and upholding M&S behaviours and colleague expectations while supporting nearby stores when needed. Shift patterns include 9:30–17:30 across a two-week cycle.

Responsibilities

• Lead the fill operation and coordinate resources to serve, sell and fill; lead the floor in the absence of the Colleague Manager
• Coordinate resources to deliver operational tasks during the fill operation and in the absence of the Colleague Manager
• Lead the fill operation, coaching colleagues on One Best Way and driving productivity in readiness for store opening
• Allocate resources effectively to deliver a quick payment experience
• Enable all daily operational processes to be implemented efficiently across the area at the correct times
• Coordinate the team to deliver a clean, safe and well-presented store
• Play a part in creating a great team atmosphere inclusive of everyone
• Role model great Customer Service
• Role model the M&S behaviours and Colleague Expectations across the store
• Support Colleague Managers by sharing observations to help deliver high performance and recognise great colleagues
• Support nearby stores if operationally required
• Responsible for being a key holder and answering call outs as required
• Responsible for tasks related to opening and closing of the building, including receipt of vehicles, temperature controls, logging operational issues with Helpdesks, cash handling and TSL compliance in peripheral hours
• Week 1 patterns: Monday 09:30-17:30, Tuesday 09:30-17:30, Thursday 09:30-17:30, Thursday 09:30-17:30, Friday 09:30-17:30, Saturday 09:30-17:30
• Week 2 patterns: Monday 09:30-17:30, Tuesday 09:30-17:30, Wednesday 09:30-17:30, Thursday 09:30-17:30, Thursday 09:30-17:30, Friday 09:30-17:30

Job description

Marks & Spencer plc (UK) is seeking a Shift Lead to supervise the fill operation and coordinate resources for a ready-to-trade salesfloor. You will lead the floor in the absence of the Colleague Manager, ensuring efficient store opening and smooth daily processes.

The role requires coordinating teams, delivering customer service, and upholding M&S behaviours and colleague expectations while supporting nearby stores when needed. Shift patterns include 9:30–17:30 across a two-week cycle.