Overview
Join our team at M&S as a Shift Lead in our Foods section, where you'll champion our high-quality products, great value offers, and excellent customer service. We’re seeking passionate individuals who take pride in their knowledge of M&S Food products and are excited to share it with our customers. This role involves working early mornings and this means we can’t consider applications from anyone under the age of 18, to comply with health and safety legislation.
Work Pattern
* Week 1: Monday 12:30 - 20:30; Tuesday 12:30 - 20:30; Wednesday 12:30 - 20:30; Friday 12:30 - 20:30; Saturday 12:30 - 20:30
* Week 2: Sunday 10:30 - 18:30; Tuesday 5:00 - 13:00; Wednesday 5:00 - 13:00; Thursday 5:00 - 13:00; Friday 5:00 - 13:00
Purpose
* Duty Manager 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, improved and consistent visual customer journey in-store
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 the 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 using MI to identify opportunities and take action
* Role models new ways of working through the use of digital tools
* Allocates resources 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 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 to 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 will provide different perspectives and have different needs
* Builds positive relationships by being a good listener and getting to know people
* In control of own reactions and considers how to share perspective to create better outcomes for the team
Technical Skills / Experience
* Support the delivery of excellent customer service and KPIs across the store
* Good level of digital capability and ability to 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
* 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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