Working Pattern
Week 1
Mon 11:30-19:30
Tues 11:30-19:30
Weds 11:30-19:30
Fri 11:30-19:30
Sun 11:30-19:30
Week 2
Sun 08:30-17:30
Mon 08:00-16:00
Weds 09:00-17:00
Thurs 06:00-15:00
Fri 06:00-15:00
Under 18 disclaimer
To comply with health and safety legislation and keep our colleagues safe in the workplace, colleagues in this role must be 18 years of age or older.
Purpose of the Shift Lead role
1. 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 Colleague Manager
Coordinate resource to deliver the operational tasks during the fill operation and in the absence of the Colleague Manager
2. Lead the fill operation, coaching colleagues on One Best Way and driving productivity in readiness for store opening
3. Allocate resource effectively to deliver a quick payment experience
4. Enable all daily operational processes to be implemented efficiently across their area of the store, at the correct times
5. Coordinate the team to deliver a clean, safe and well-presented store
6. Play their part in creating a great team atmosphere that is inclusive of everyone
7. Role model great Customer Service
8. Role model the M&S behaviours and Colleague Expectations across the store
9. Support Colleague Managers by sharing observations of colleagues to help deliver high performance and recognise great colleagues
10. Support nearby stores if operationally required
11. Responsible for being a key holder and answering call outs as required
12. Responsible for tasks related to the opening and closing of the building, including receipt of vehicles, temperature controls, logging operational issues with relevant Helpdesks, cash handling and TSL compliance in peripheral hours.
Key Accountabilities
13. Delivers great standards and service by putting the customer first
14. Acts on customer feedback to deliver improvement
15. Ensures the delivery of brilliant basics
16. Coach the team to deliver excellent standards of product presentation
17. Supports the delivery of plan A
18. Provides regular and timely feedback to line manager to support colleague performance
19. Supports with the training and coaching of colleagues maximising digital tools and channels
20. Identifies colleagues for recognition and celebrate success within the store
21. Provides feedback to BIG to improve colleague experience
22. Supports the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities andtakes action
23. Role models new ways of working through the use of digital tools
24. Allocates resource efficiently to deliver process, task and service ensuring activity is completed consistently and productively
25. Delivers operational excellence ensuring all processes and tasks are delivered in line with business expectation
26. Maintains a safe and legal store environment
27. Supports visual merchandising updates across all launches, events and campaigns
Key Capabilities
28. Understands how M&S operates it’s strategy, future and the role they play
29. Effectively manages own reactions and responses around change
30. Helps colleagues to develop by listening, asking questions and giving feedback to encourage reflection and different thinking
31. Sets performance objectives for self in conjunction with line manager and in line with business plans
32. Takes accountability for planning and managing own work efficiently to ensure objectives are met
33. Treats all colleagues the fairly, understanding that different people will provide different perspectives and have different needs
34. Builds positive relationships by being a good listener and getting to know people by establishing a connection
35. In control of their own reactions and considers how to share their perspective to create better reaction for team
Technical Skills/ Experience
36. Support the delivery of excellent customer service and KPI’s across the store
37. Good level of digital capability and can access and utilise relevant systems
38. Good knowledge of the commercial operation, brilliant basics and operational excellence
39. Current working knowledge of all VM principles
40. A good communicator with the ability to build relationships and work within a team
41. A good knowledge of the legal requirements associated with the role of a customer assistant and when duty managing
42. Maintain high presentation standards, attention to detail and deliver on time, right first time
43. Interpret data relevant to the role
44. Demonstrates flexibility and adaptability to change
Key Relationships and Stakeholders
45. Customers
46. Colleagues
47. Store Leadership
48. BIG