Work Pattern
Week 1
Monday - 9-5
Tuesday 6-2
Wednesday - 9-5
Thursday - 6-2
Saturday - 10-6
Week 2
Sunday - 06:30-2
Monday - 9-5
Tuesday - 6-2
Thursday - 6-2
Friday - 6-2
Join M&S as a Shift Lead in our Fashion, Home & Beauty section, where you'll play a vital frontline role in delivering a market leading customer experience. This isn't just a retail job - it's a role for people who love pace, graft, and playing their part in delivering our transformation.
We're looking for fashion-forward, confident people who are passionate about helping customers feel their best, whether that's through 1 to 1 styling in suits, offering a five-star bra fit experience or a tailor‑made beauty routine. You'll be someone who knows how to build rapport quickly, listens to customer needs, and confidently recommends products both in-store and online.
* At M&S, our customers don't wait. You'll be operating in a high-demand environment, rolling your sleeves up and getting stuck in, no matter how busy the day gets.
* You'll create genuine 1 to 1 connection with customers through fitting appointments and style advice, tapping into your knowledge of the latest trends and tailoring your recommendations to their unique needs.
* Efficiency and effectiveness are non‑negotiable. You'll keep standards sky‑high while balancing speed and accuracy, even when the pressure is on.
* Being digitally confident is essential. You'll utilise our digital tools, such as the Sparks App and in‑store devices, to provide a personalised five‑star service.
* Flexibility is vital. Retail moves fast - and you'll move faster. You'll adapt to where you're needed, when you're needed, always ready to meet the next challenge head‑on.
Take Your Marks and apply today.
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
* Leads colleagues in delivery of task prioritising customer first
* Plans, allocates and follows through on delivery of task to a consistent standard across the store
* Drives on the job productivity
* Supports colleagues through coaching and feedback
* Uses MI to take action to drive performance
* Helps maintain a safe and legal environment for colleagues and customers
* Supports the delivery of an inspirational,improvedand consistent visual customer journey instore 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
* Coach 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 celebrate success within the store
* Provides feedbacktoBIG to improve colleague experience
* Supports the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities andtakes action
* Role models new ways of workingthrough the use ofdigital 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 expectation
* Maintains a safe and legal store environment
* Supports visual merchandising updates across all launches,eventsand campaigns
Key Capabilities
* Understands how M&S operates,it'sstrategy, future and the role they play
* Effectively manages own reactions and responses around change
* Helps colleagues to develop by listening, askingquestionsand 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 the fairly, understanding that different people will 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, brilliantbasicsand operational excellence
* Current working knowledge of all VM principles
* A good communicator with the ability to build relationships and work within a team
* 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
* Demonstrates flexibility and adaptability to change
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
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