Overview
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.
Role Title
Team Support Manager
Summary
Team Support Manager
Work Pattern
Week 1
Sunday 1000-1830
Tuesday 1230-2100
Wednesday 1230-21
Thursday 1230-2100
Friday 1230-2100
Week 2
Monday 1230-2100
Tuesday 1230-2100
Wednesday 1230-2100
Friday 1230-2100
Saturday 1230-2100
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 task prioritising customer first
* Plan, allocate and follow through on delivery of task to a consistent standard across the store
* Drive on the 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 instore 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
* Coaches 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 maximising 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 take action
* Role models new ways of working through the use of digital tools
* Allocates resource 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 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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