Shift Lead – Food – Taunton
Purpose
To lead the fill operation, delivering a sales floor that is ready to trade, taking operational responsibility for coordinating resources to serve, sell and fill and to lead the floor in the absence of the Colleague Manager.
Responsibilities
* Coordinate resource to deliver the operational tasks during the fill operation and in the absence of the Colleague 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 the store at the correct times.
* Coordinate the team to deliver a clean, safe and well‑presented store.
* Role model great customer service.
* Role model M&S behaviours and colleague expectations across the store.
* Support Colleague Managers by sharing observations to help deliver high performance and recognise great colleagues.
* Support nearby stores if operationally required.
* Be a key holder and answer call‑outs as required.
* Manage 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 during peripheral hours.
* 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 tasks prioritising customer first.
* Plan, allocate and follow through on delivery of tasks to a consistent standard across the store.
* Drive on‑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 in store which inspires customers to shop and buy more often.
Key Accountabilities
* Deliver great standards and service by putting the customer first.
* Act on customer feedback to deliver improvement.
* Ensure the delivery of brilliant basics.
* Coach the team to deliver excellent standards of product presentation.
* Support the delivery of Plan A.
* Provide regular and timely feedback to the line manager to support colleague performance.
* Support the training and coaching of colleagues, maximising digital tools and channels.
* Identify colleagues for recognition and celebrate success within the store.
* Provide feedback to BIG to improve colleague experience.
* Support the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities and take action.
* Role‑model new ways of working through the use of digital tools.
* Allocate resource efficiently to deliver processes, tasks and service ensuring activity is completed consistently and productively.
* Deliver operational excellence ensuring all processes and tasks are delivered in line with business expectations.
* Maintain a safe and legal store environment.
* Support visual merchandising updates across all launches, events and campaigns.
Key Capabilities
* Understand how M&S operates, its strategy, future and the role they play.
* Effectively manage own reactions and responses around change.
* Help colleagues develop by listening, asking questions and giving feedback to encourage reflection and different thinking.
* Set performance objectives for self in conjunction with the line manager and in line with business plans.
* Take accountability for planning and managing own work efficiently to ensure objectives are met.
* Treat all colleagues fairly, understanding that different people will provide different perspectives and have different needs.
* Build positive relationships by being a good listener and getting to know people by establishing a connection.
* Be in control of own reactions and consider how to share perspectives to create better reactions for the team.
Technical Skills / Experience
* Support the delivery of excellent customer service and KPIs across the store.
* Good level of digital capability and be able to access and utilise relevant systems.
* Good knowledge of the commercial operation, brilliant basics and operational excellence.
* Current working knowledge of all VM principles.
* Be a good communicator with the ability to build relationships and work within a team.
* Have 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.
* Demonstrate flexibility and adaptability to change.
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Management and Manufacturing – Retail
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