Work Pattern
Flexibility required across all operating hours (This will be further discussed during interview)
Sunday 1100-2000
Monday 1100-2000
Wednesday 1300-2200
Thursday 1300-2200
Friday 1300-2200
PURPOSE OF SHIFT LEAD ROLE:
To lead the fill operation, delivering a salesfloor that is ready to trade, taking operational responsibility for coordinating resource to Serve, Sell and Fill and to lead the floor in the absence of the Team Manager.
Coordinate resource to deliver the operational tasks during the fill operation and in the absence of the Team Manager.
Lead the fill operation, coaching colleagues on One Best Way and driving productivity in readiness for store opening.
Allocate resource effectively to deliver a quick payment experience.
Enable all daily operational processes to be implemented efficiently across their area of the store at the correct times.
Co-ordinate the team to deliver a clean, safe and well-presented store.
Play your part in creating a great team atmosphere that is inclusive of everyone.
Role model great customer service.
Role model the M&S behaviours and colleague expectations across the store.
Support team managers by sharing observations of colleagues 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 the opening and closing of the building; including receipt of vehicles, temperature controls, logging operational issues with relevant help desks, cash handling and TSL compliance in peripheral hours.
Purpose
1. Duty Manage in the absence of the next level Leader when required
2. Champion new ways of working within stores through an open mindset and positive attitude
3. Leads colleagues in delivery of task prioritising customer first
4. Plans, allocates and follows through on delivery of task to a consistent standard across the store
5. Drives on the job productivity
6. Supports colleagues through coaching and feedback
7. Uses MI to take action to drive performance
8. Helps maintain a safe and legal environment for colleagues and customers
9. 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
10. Delivers great standards and service by putting the customer first
11. Acts on customer feedback to deliver improvement
12. Ensures the delivery of brilliant basics
13. Coach the team to deliver excellent standards of product presentation
14. Supports the delivery of plan A
15. Provides regular and timely feedback to line manager to support colleague performance
16. Supports with the training and coaching of colleagues maximising digital tools and channels
17. Identifies colleagues for recognition and celebrate success within the store
18. Provides feedback to BIG to improve colleague experience
19. Supports the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities and takes action
20. Role models new ways of working through the use of digital tools
21. Allocates resource efficiently to deliver process, task and service ensuring activity is completed consistently and productively
22. Delivers operational excellence ensuring all processes and tasks are delivered in line with business expectation
23. Maintains a safe and legal store environment
24. Supports visual merchandising updates across all launches, events and campaigns
Key Capabilities
25. Understands how M&S operates, it’s strategy, future and the role they play
26. Effectively manages own reactions and responses around change
27. Helps colleagues to develop by listening, asking questions and giving feedback to encourage reflection and different thinking
28. Sets performance objectives for self in conjunction with line manager and in line with business plans
29. Takes accountability for planning and managing own work efficiently to ensure objectives are met
30. Treats all colleagues the fairly, understanding that different people will provide different perspectives and have different needs
31. Builds positive relationships by being a good listener and getting to know people by establishing a connection
32. In control of their own reactions and considers how to share their perspective to create better reaction for team
Technical Skills/ Experience
33. Support the delivery of excellent customer service and KPI’s across the store
34. Good level of digital capability and can access and utilise relevant systems
35. Good knowledge of the commercial operation, brilliant basics and operational excellence
36. Current working knowledge of all VM principles
37. A good communicator with the ability to build relationships and work within a team
38. A good knowledge of the legal requirements associated with the role of a customer assistant and when duty managing
39. Maintain high presentation standards, attention to detail and deliver on time, right first time
40. Interpret data relevant to the role
41. Demonstrates flexibility and adaptability to change
Key Relationships and Stakeholders
42. Customers
43. Colleagues
44. Store Leadership
45. BIG