Summary
Team Support Manager
Work Pattern
Week 1
* Monday: 05:00 - 13:00
* Tuesday: 15:00 - 23:00
* Wednesday: 15:00 - 23:00
* Friday: 05:00 - 13:00
* Saturday: 15:00 - 23:00
Week 2
* Sunday: 10:00 - 19:00
* Monday: 15:00 - 23:00
* Tuesday: 15:00 - 23:00
* Friday: 05:00 - 13:00
* Saturday: 05:00 - 13:00
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
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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