Team Support Manager - Plymouth

Marks and Spencer plc (UK); Plymouth; On-site; GBP 25,000 - 30,000; Full time

Job summary

A major retail company is seeking a team leader to manage shifts and ensure excellent customer service. This role involves coaching colleagues, maintaining operational excellence, and ensuring a safe environment for all. The ideal candidate is adept at managing relationships, adept through feedback, and can effectively utilize digital tools. Candidates must demonstrate leadership skills, embrace new ways of working, and prioritize customer satisfaction.

Qualifications

• Ability to champion new ways of working.
• Experience in coaching and supporting colleagues.
• Strong understanding of customer service principles.
• Flexibility and adaptability to change.

Responsibilities

• Manage duty in absence of leaders.
• Deliver great customer service by prioritizing customer first.
• Coach team on product presentation standards.
• Support visual merchandising updates.

Skills

Customer service

Coaching and feedback

Team leadership

Digital capability

Operational excellence

Job description

Shifts will alternate between 05:00-13:00, 13:00-21:00, or 16:00-00:00. The role requires 37.5 hours per week over five days, including weekend work on an alternating basis.

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
• Lead colleagues in delivery of tasks prioritising customer first
• Plan, allocate and follow through on delivery of tasks to a consistent standard across the store
• Drive job productivity
• Support colleagues through coaching and feedback
• Use MI to take action to drive performance
• Help maintain a safe and legal environment for colleagues and customers
• Support the delivery of an inspirational, improved and consistent visual customer journey in‑store which inspires our customers to shop and buy more often

Key Accountabilities

• Deliver great standards and service by putting the customer first
• Act on customer feedback to deliver improvement
• Ensure the delivery of brilliant basics
• Coach the team to deliver excellent standards of product presentation
• Support the delivery of plan A
• Provide regular and timely feedback to line manager to support colleague performance
• Support training and coaching of colleagues, maximising digital tools and channels
• Identify colleagues for recognition and celebrate success within the store
• Provide feedback to BIG to improve colleague experience
• Support the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities and take action
• Role‑model new ways of working through the use of digital tools
• Allocate resources efficiently to deliver process, task and service ensuring activity is completed consistently and productively
• Deliver operational excellence ensuring all processes and tasks are delivered in line with business expectations
• Maintain a safe and legal store environment
• Support visual merchandising updates across all launches, events and campaigns

Key Capabilities

• Understand how M&S operates, its strategy, future and the role they play
• Effectively manage own reactions and responses around change
• Help colleagues develop by listening, asking questions and giving feedback to encourage reflection and different thinking
• Set 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
• Treat all colleagues fairly, understanding that different people will provide different perspectives and have different needs
• Build positive relationships by being a good listener and getting to know people by establishing a connection
• Be in control of own reactions and consider how to share perspective to create better reaction for the team
• Support the delivery of excellent customer service and KPIs across the store
• Have good digital capability and can access and utilise relevant systems
• Have good knowledge of the commercial operation, brilliant basics and operational excellence
• Maintain current working knowledge of all VM principles
• Be a good communicator with the ability to build relationships and work within a team
• Have 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 the first time
• Interpret data relevant to the role
• Demonstrate flexibility and adaptability to change

Key Relationships and Stakeholders

• Customers
• Colleagues
• Store Leadership
• BIG