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Team Support Manager – Shift Lead (Food Specialist)
Summary
Team Support Manager – Shift Lead in our Foods section. Join our team at M&S where you will become a champion of our high‑quality products, great value offers, and excellent customer service. You will share your knowledge of M&S Food products with customers, acting as a brand ambassador who recommends our newest Food products.
Work Pattern
* Week 1: Sun 07:00 – 15:00, Tues 12:00 – 20:00, Wed 12:00 – 20:00, Thurs 12:00 – 20:00, Fri 12:00 – 20:00
* Week 2: Mon 12:00 – 20:00, Tues 12:00 – 20:00, Thurs 14:00 – 22:00, Fri 12:00 – 20:00, Sat 12:00 – 20:00
Responsibilities
* Ready to roll sleeves up, work hard, and go above and beyond every day to ensure customers feel truly valued.
* Utilise digital tools such as the Sparks App and in‑store devices to enhance the customer experience and ensure customers get the products they want when they need them.
* Support and respect colleagues and the local community, creating an inclusive store environment.
* Exercise flexibility by working effectively across various areas of the store and adapting to changing demands.
Purpose
* Duty‑manage in the absence of the next‑level Leader when required.
* Champion new ways of working within the store through an open mindset and positive attitude.
* Lead colleagues in delivery of tasks, prioritising the customer first.
* Plan, allocate and follow through on the delivery of tasks 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
* 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 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 resources efficiently to deliver process, task and service, ensuring activity is completed consistently and productively.
* Deliver operational excellence ensuring all processes and tasks are delivered in line with business expectation.
* 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 it plays.
* 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 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 provide different perspectives and have different needs.
* Build positive relationships by being a good listener and getting to know people by establishing a connection.
* Control own reactions and consider how to share perspective to create better reaction for the 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.
* Good communicator with the ability to build relationships and work within a team.
* 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 the first time.
* Interpret data relevant to the role.
* Demonstrate flexibility and adaptability to change.
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
Additional Information
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