Work Pattern

Flexible 5 Days a Week Every Other Weekend Early start at 05:00 Late finish at 22:30

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. 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.

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 task to a consistent standard across the store. Drive on-the-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. Is in control of their own reactions and considers how to share their perspective to create a better reaction for the 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, 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

Everyone’s Welcome M&S is ready to push boundaries to lead the retail 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 flexible working. If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment. #J-18808-Ljbffr