Shift Lead - Food

Marks & Spencer Plc; Twickenham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading retail company is seeking a Team Support Manager to oversee operational readiness and team coordination. In this role, you will lead the fill operation, ensuring a well-presented store while coaching team members on best practices. The ideal candidate should possess strong leadership and communication skills, ideally with experience in retail. This position offers an opportunity to contribute to a positive team atmosphere and deliver excellent customer service.

Qualifications

• Strong leadership skills and ability to motivate a team.
• Excellent communication skills with a customer-oriented approach.
• Experience in retail operations or similar environment.

Responsibilities

• Lead the fill operation ensuring operational readiness.
• Coach colleagues and drive productivity on the floor.
• Allocate resources for an efficient payment experience.

Job description

Team Support Manager

Work Pattern

Week 1

Monday: 14:00‑22:00

Tuesday: 14:00‑22:00

Wednesday: 14:00‑22:00

Friday: 14:00‑22:00

Saturday: 14:00‑22:00

Week 2

Sunday: 13:00‑21:00

Monday: 14:00‑22:00

Wednesday: 14:00‑22:00

Thursday: 14:00‑22:00

Friday: 14:00‑22:00

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 feedback to BIG 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 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
• 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