Example working Pattern:
Sunday: 05.45-13.45
Monday: 05.45-13.45
Tuesday: Day Off
Wednesday: 13.30- 21.30
Thursday: 13.30- 21.30
Friday: 13.30- 21.30
Saturday: Day Off
Work pattern to be discussed between candidate and hiring manager at interview.
Please note that the + £3.00 p/h unsocial premium is only added on any hours worked between 22:00-06:00.
Under 18 disclaimer
This job role involves working early mornings and this means we can’t consider applications from anyone under the age of 18. This is to comply with the relevant health and safety legislation and to keep our colleagues safe in the workplace.
Purpose of the Shift Lead role
1. To lead the fill operation, delivering a salesfloor that is ready to trade, taking operational responsibility for coordinating resource to Serve, Sell and Fill. and to lead the floor in the absence of the Colleague Manager
2.
Coordinate resource to deliver the operational tasks during the fill operation and in the absence of the Colleague Manager
3. Lead the fill operation, coaching colleagues on One Best Way and driving productivity in readiness for store opening
4. Allocate resource effectively to deliver a quick payment experience
5. Enable all daily operational processes to be implemented efficiently across their area of the store, at the correct times
6. Coordinate the team to deliver a clean, safe and well-presented store
7. Play their part in creating a great team atmosphere that is inclusive of everyone
8. Role model great Customer Service
9. Role model the M&S behaviours and Colleague Expectations across the store
10. Support Colleague Managers by sharing observations of colleagues to help deliver high performance and recognise great colleagues
11. Support nearby stores if operationally required
12. Responsible for being a key holder and answering call outs as required
13. 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.
Key Accountabilities
14. Delivers great standards and service by putting the customer first
15. Acts on customer feedback to deliver improvement
16. Ensures the delivery of brilliant basics
17. Coach the team to deliver excellent standards of product presentation
18. Supports the delivery of plan A
19. Provides regular and timely feedback to line manager to support colleague performance
20. Supports with the training and coaching of colleagues maximising digital tools and channels
21. Identifies colleagues for recognition and celebrate success within the store
22. Provides feedback to BIG to improve colleague experience
23. Supports the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities and takes action
24. Role models new ways of working through the use of digital tools
25. Allocates resource efficiently to deliver process, task and service ensuring activity is completed consistently and productively
26. Delivers operational excellence ensuring all processes and tasks are delivered in line with business expectation
27. Maintains a safe and legal store environment
28. Supports visual merchandising updates across all launches, events and campaigns
Key Capabilities
29. Understands how M&S operates, it’s strategy, future and the role they play
30. Effectively manages own reactions and responses around change
31. Helps colleagues to develop by listening, asking questions and giving feedback to encourage reflection and different thinking
32. Sets performance objectives for self in conjunction with line manager and in line with business plans
33. Takes accountability for planning and managing own work efficiently to ensure objectives are met
34. Treats all colleagues the fairly, understanding that different people will provide different perspectives and have different needs
35. Builds positive relationships by being a good listener and getting to know people by establishing a connection
36. In control of their own reactions and considers how to share their perspective to create better reaction for team
Technical Skills/ Experience
37. Support the delivery of excellent customer service and KPI’s across the store
38. Good level of digital capability and can access and utilise relevant systems
39. Good knowledge of the commercial operation, brilliant basics and operational excellence
40. Current working knowledge of all VM principles
41. A good communicator with the ability to build relationships and work within a team
42. A good knowledge of the legal requirements associated with the role of a customer assistant and when duty managing
43. Maintain high presentation standards, attention to detail and deliver on time, right first time
44. Interpret data relevant to the role
45. Demonstrates flexibility and adaptability to change
Key Relationships and Stakeholders
46. Customers
47. Colleagues
48. Store Leadership
49. BIG