Team Support Manager
Summary
Team Support Manager
Work Pattern
Week 1
Sunday 0500-1300
Monday 0500-1300
Tuesday 0500-1300
Thursday 0500-1300
Friday 0500-1300
Week 2
Monday 1400-2200
Tuesday 1400-2200
Wednesday 1400-2200
Friday 1400-2200
Saturday 1400-2200
Age requirement: Must be 18 years of age or older.
Unsocial premium: + £3.00 p/h added on hours worked between 22:00-06:00.
Purpose of Shift Lead Role
To lead the fill operation, delivering a sales floor 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 Team Manager. Coordinate resource to deliver operational tasks during the fill operation and in the absence of the Team Manager. Lead the fill operation, coaching colleagues on One Best Way and driving productivity in readiness for store opening. Allocate resource effectively to deliver a quick payment experience. Enable all daily operational processes to be implemented efficiently across their area of the store at the correct times. Co‑ordinate the team to deliver a clean, safe and well‑presented store. Play your part in creating a great team atmosphere that is inclusive of everyone. Role model great customer service. Role model the M&S behaviours and colleague expectations across the store. Support team managers by sharing observations of colleagues to help deliver high performance and recognise great colleagues. Support nearby stores if operationally required. Responsible for being a key holder 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 help desks, 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 task 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 with the 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 resource 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 expectation
* 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 to 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
* 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 by establishing a connection
* In control of own reactions and considers how to share perspective to create better reaction for team
Technical Skills / Experience
* Support the delivery of excellent customer service and KPIs 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
* 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
#J-18808-Ljbffr