Shifts will alternate between 05:00-13:00, 13:00-21:00, or 16:00-00:00. The role requires 37.5 hours per week over five days, including weekend work on an alternating basis.
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 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
* 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 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 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 line manager and in line with business plans
* Takes 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 perspective to create better reaction for the team
* Support the delivery of excellent customer service and KPIs across the store
* Have good digital capability and can access and utilise relevant systems
* Have good knowledge of the commercial operation, brilliant basics and operational excellence
* Maintain current working knowledge of all VM principles
* Be a good communicator with the ability to build relationships and work within a team
* Have 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
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