Team Support ManagerWorking PatternWeek 1Mon 07:00-15:00Tues - 12:30-20:30Wed - 14:30 - 22:30Fri - 10:00-19:00Sat - 07:00-15:00Week 2Sun - 10:00 - 19:00Mon - 07:00 - 15:00Wed - 14:30 - 22:30Thurs - 10:00-19:00Fri - 07:00-15:00Under 18 disclaimerTo 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 roleTo 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 ManagerCoordinate resource to deliver the operational tasks during the fill operation and in the absence of the Colleague ManagerLead the fill operation, coaching colleagues on One Best Way and driving productivity in readiness for store openingAllocate resource effectively to deliver a quick payment experienceEnable all daily operational processes to be implemented efficiently across their area of the store, at the correct timesCoordinate the team to deliver a clean, safe and well-presented storePlay their part in creating a great team atmosphere that is inclusive of everyoneRole model great Customer ServiceRole model the M&S behaviours and Colleague Expectations across the storeSupport Colleague Managers by sharing observations of colleagues to help deliver high performance and recognise great colleaguesSupport nearby stores if operationally requiredResponsible for being a key holder and answering call outs as requiredResponsible 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 AccountabilitiesDelivers great standards and service by putting the customer firstActs on customer feedback to deliver improvementEnsures the delivery of brilliant basicsCoach the team to deliver excellent standards of product presentationSupports the delivery of plan AProvides regular and timely feedback to line manager to support colleague performanceSupports with the training and coaching of colleagues maximising digital tools and channelsIdentifies colleagues for recognition and celebrate success within the storeProvides feedbacktoBIG to improve colleague experienceSupports the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities andtakes actionRole models new ways of workingthrough the use ofdigital toolsAllocates resource efficiently to deliver process, task and service ensuring activity is completed consistently and productivelyDelivers operational excellence ensuring all processes and tasks are delivered in line with business expectationMaintains a safe and legal store environmentSupports visual merchandising updates across all launches,eventsand campaignsKey CapabilitiesUnderstands how M&S operates,it’sstrategy, future and the role they playEffectively manages own reactions and responses around changeHelps colleagues to develop by listening, askingquestionsand giving feedback to encourage reflection and different thinkingSets performance objectives for self in conjunction with line manager and in line with business plansTakes accountability for planning and managing own work efficiently to ensure objectives are metTreats all colleagues the fairly, understanding that different people will provide different perspectives and have different needsBuilds positive relationships by being a good listener and getting to know people by establishing a connectionIn control of their own reactions and considers how to share their perspective to create better reaction for teamTechnical Skills/ ExperienceSupport the delivery of excellent customer service and KPI’s across the storeGood level of digital capability and can access and utilise relevant systemsGood knowledge of the commercial operation, brilliantbasicsand operational excellenceCurrent working knowledge of all VM principlesA good communicator with the ability to build relationships and work within a teamA good knowledge of the legal requirements associated with the role of a customer assistant and when duty managingMaintain high presentation standards, attention to detail and deliver on time, right first timeInterpret data relevant to the roleDemonstrates flexibility and adaptability to changeKey Relationships and StakeholdersCustomersColleaguesStore LeadershipBIG #J-18808-Ljbffr