Overview
Shift Lead – Foods – Central London – London, Greater London
Everyone is welcome at M&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M&S, that individuality has the potential to make waves.
Summary
Shift Lead – Foods – Central London
All the details
Example Work Pattern:
WEEK 1
Sun – 10:00-18:00
Mon – 15:00 – 23:00
Weds – 15:00 – 23:00
Thurs – 15:00 – 23:00
Fri -15:00 – 23:00
WEEK 2
Mon – 04:00-12:00
Tues – 04:00-12:00
Weds – 04:00-12:00
Thurs – 04:00-12:00
Sat – 04:00-12:00
PURPOSE OF 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 Team Manager.
Coordinate resource to deliver the 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.
Leads colleagues in deliver 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 action and drive performance.
Helps maintain a safe and legal environment for colleagues and customers
Supports 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
Delivers great standards and service by putting the customer first.
Acts on customer feedback to deliver improvement.
Ensures the deliver of brilliant basics.
Coach the team to deliver excellent standards of product presentation.
Supports the deliver 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 bio feedback to improve colleague experience
Supports the team manager with the delivery of store selling and cost targets by utilising MI to identify opportunities and takes action
Role models new ways of working through the use of digital tools
Allocates resource efficiently to deliver process, task and service ensuring all 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, events and campaigns
KEY CAPABILITIES
Understands how M&S operates, it’s strategy, future and the role they play
Effectively manages own reactions and responses around change
Helps 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 their own reactions and considers how to share their perspective to create better reaction for team.
TECHNICAL SKILLS/EXPERIENCE
Supports the deliver 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, brilliants basics and operational excellence
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
