Shift Lead – Food – Riverside Retail Park at Marks and Spencer
Location: Riverside Retail Park
Working Pattern
* Saturday 13:00–22:00
* Week 1 – Sunday 11:00–20:00
* Monday 14:00–23:00
* Wednesday 06:00–14:00
* Thursday 06:00–14:00
* Friday 06:00–15:00
* Week 2 – Monday 06:00–14:00
* Tuesday 06:00–14:00
* Wednesday 14:00–23:00
* Friday 14:00–23:00
Health and safety: Must be 18 years or older.
Unsocial premium: + £3.00 p/h for hours worked between 22:00–06:00.
Purpose of the Shift Lead
* Lead the fill operation, delivering a sales floor ready to trade.
* Take operational responsibility for coordinating resources to serve, sell and fill.
* Lead the floor in the absence of the Colleague Manager.
* Coach colleagues on One Best Way and drive productivity for store opening.
* Allocate resources effectively to deliver a quick payment experience.
* Implement daily operational processes efficiently at correct times.
* Coordinate the team to keep the store clean, safe and well‑presented.
* Create a great team atmosphere that is inclusive.
* Role‑model excellent customer service and M&S behaviours.
* Support Colleague Managers by sharing observations to recognise high performance.
* Support nearby stores if required.
* Be a key holder and answer call outs as required.
* Handle opening and closing tasks, vehicle receipt, temperature controls, help desk logging, cash handling and TSL compliance.
Purpose
* Duty‑manage in the absence of the next‑level leader when required.
* Champion new ways of working with an open mindset and positive attitude.
* Lead colleagues in task prioritisation with the customer first.
* Plan, allocate and follow through on task delivery to a consistent standard.
* Drive on‑the‑job productivity.
* Co‑operate coaching and feedback for colleagues.
* Use MI to take action and drive performance.
* Help maintain a safe and legal environment.
* Support the delivery of an inspirational, improved and consistent visual customer journey.
Key Accountabilities
* Deliver great standards and service by putting the customer first.
* Act on customer feedback to drive improvement.
* Ensure delivery of brilliant basics.
* Coach the team to deliver excellent product presentation standards.
* Support delivery of plan A.
* Provide regular and timely feedback to line manager.
* Support training and coaching for effective use of digital tools.
* Identify and celebrate colleague recognition.
* Provide feedback to BIG to improve colleague experience.
* Assist Team Manager with sales and cost targets using MI.
* Model new ways of working through digital tools.
* Allocate resources efficiently to ensure consistent, productive service.
* Deliver operational excellence in line with business expectations.
* Maintain a safe and legal store environment.
* Support visual merchandising updates.
Key Capabilities
* Understand M&S operations, strategy and role.
* Manage reactions and responses to change.
* Support colleagues’ development through listening, questioning, feedback.
* Set performance objectives with line manager.
* Plan and manage own work efficiently.
* Treat all colleagues fairly.
* Build positive relationships by listening and connecting.
* Control personal reactions and share perspectives constructively.
Technical Skills / Experience
* Deliver excellent customer service and KPI achievements.
* Strong digital capability and system usage.
* Knowledge of commercial operation, brilliant basics and operational excellence.
* Current working knowledge of all VM principles.
* Effective communicator building relationships and teamwork.
* Awareness of legal requirements for customer assistants and duty managers.
* Maintain high presentation standards and attention to detail.
* Interpret relevant data.
* Demonstrate flexibility and adaptability.
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
Seniority level
* Mid‑Senior level
Employment type
* Full‑time
Job function
* Management and Manufacturing
* Retail, Retail Apparel and Fashion, and Retail Groceries
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