Summary
Team Support Manager
All the details
Work Pattern
Week 1
Monday - 9-5
Tuesday 6-2
Wednesday - 9-5
Thursday - 6-2
Saturday - 10-6
Week 2
Sunday - 06:30-2
Monday - 9-5
Tuesday - 6-2
Thursday - 6-2
Friday - 6-2
Join M&S as a Shift Lead in our Fashion, Home & Beauty section, where you'll play a vital frontline role in delivering a market leading customer experience. This isn't just a retail job - it's a role for people who love pace, graft, and playing their part in delivering our transformation.
We're looking for fashion-forward, confident people who are passionate about helping customers feel their best, whether that's through 1 to 1 styling in suits, offering a five-star bra fit experience or a tailor‑made beauty routine. You'll be someone who knows how to build rapport quickly, listens to customer needs, and confidently recommends products both in-store and online.
* At M&S, our customers don't wait. You'll be operating in a high‑demand environment, rolling your sleeves up and getting stuck in, no matter how busy the day gets.
* You’ll create genuine 1 to 1 connection with customers through fitting appointments and style advice, tapping into your knowledge of the latest trends and tailoring your recommendations to their unique needs.
* Efficiency and effectiveness are non‑negotiable. You’ll keep standards sky‑high while balancing speed and accuracy, even when the pressure is on.
* Being digitally confident is essential. You’ll utilise our digital tools, such as the Sparks App and in‑store devices, to provide a personalised five‑star service.
* Flexibility is vital. Retail moves fast - and you’ll move faster. You’ll adapt to where you’re needed, when you’re needed, always ready to meet the next challenge head‑on.
If you're ready to take the lead in delivering exceptional service and bringing the M&S style experience to life, this is your moment. Take Your Marks and apply today.
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 in store 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 maximizing digital tools and channels
* Identifies colleagues for recognition and celebrate success within the store
* Provides feedback 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 resources 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, its 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
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