Working Pattern
Week 1
Mon 07:00-15:00
Tues - 12:30-20:30
Wed - 14:30 - 22:30
Fri - 10:00-19:00
Sat - 07:00-15:00
Week 2
Sun - 10:00 - 19:00
Mon - 07:00 - 15:00
Wed - 14:30 - 22:30
Thurs - 10:00-19:00
Fri - 07:00-15:00
Under 18 disclaimer
To comply with health and safety legislation and keep our colleagues safe in the workplace, colleagues in this role must be 18 years of age or older.
Please note that the + £3.00 p/h unsocial premium is only added on any hours worked between 22:00-06:00.
Purpose of the Shift Lead role
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
Coordinate resource to deliver the operational tasks during the fill operation and in the absence of the Colleague 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
Coordinate the team to deliver a clean, safe and well-presented store
Play their 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 Colleague 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 Helpdesks, cash handling and TSL compliance in peripheral hours.
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
M&S is ready to push boundaries to lead the industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team.
Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact. We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process and we are happy to talk smart/flexible working.
