Shift Lead - Fashion, Home & Beauty - Banbridge Outlet
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Summary
This role focuses on leading the fill operation, delivering a sales floor ready for trade, and taking operational responsibility for coordinating resources to serve, sell and fill the store. The Shift Lead also leads the floor in the absence of the Colleague Manager.
Work Pattern
* Week 1
Sunday 10:00-18:00, Monday 08:00-16:00, Wednesday 10:00-18:00, Thursday 13:00-21:00, Friday 09:00-17:00
* Week 2
Monday 08:00-16:00, Tuesday 08:00-16:00, Wednesday 10:00-18:00, Friday 13:00-21:00, Saturday 10:00-18:00
Purpose of the Shift Lead role
* Lead the fill operation, delivering a sales floor ready to trade.
* Coordinate resource to deliver operational tasks during the fill operation and in the absence of the Colleague Manager.
* Coaching colleagues on One Best Way and driving productivity in readiness for store opening.
* Allocate resource effectively to deliver a quick payment experience.
* Enable daily operational processes to be implemented efficiently across the area of the store, at the correct times.
* Coordinate the team to deliver a clean, safe and well‑presented store.
* Play part in creating a great team atmosphere that is inclusive of everyone.
* Role model great customer service.
* Role model M&S behaviours and Colleague Expectations across the store.
* Support Colleague Managers by sharing observations to deliver high performance and recognise great colleagues.
* Support nearby stores if operationally required.
* Responsible for key holding and answering call-outs as required.
* 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.
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 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 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 celebrates 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 expectations.
* 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 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 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.
* 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 first time.
* Interpret data relevant to the role.
* Demonstrates 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
Design, Art/Creative, and Information Technology (Retail)
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