Shift Lead – Fashion, Home & Beauty – Belfast
Work Pattern: To be communicated during interview (Flexible to work 6am starts and late nights; Every other weekend).
Purpose of Shift Lead Role
- Lead the fill operation, delivering a salesfloor that is ready to trade.
- Coordinate resource to deliver operational tasks during the fill operation and in the absence of the Team Manager.
- Co‑coordinate the team to deliver a clean, safe and well‑presented store.
- Lead the floor in the absence of the Team Manager.
- Enable all daily operational processes to be implemented efficiently across the area of the store at the correct times.
- Provide a quick payment experience and key‑holder responsibilities.
- Support team managers by sharing observations of colleagues to help deliver high performance and recognise great colleagues.
- Support nearby stores if operationally required.
- Open the building, log operational issues, handle cash and TSL compliance.
Key Responsibilities
- 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 tasks prioritising customer first.
- Plan, allocate and follow through on delivery of tasks 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 delivery of an inspirational, improved and consistent visual customer journey in store.
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 product presentation standards.
- Supports the delivery of Plan A.
- Provides regular and timely feedback to line manager.
- Supports training and coaching of colleagues maximising digital tools and channels.
- Identifies colleagues for recognition and celebrates 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.
- 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, its strategy, future and the role they play.
- Effectively manages own reactions and responses around change.
- Helps colleagues develop by listening, asking questions and giving feedback to encourage reflection.
- 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 meet objectives.
- Treats all colleagues fairly, understanding different perspectives and needs.
- Builds positive relationships by being a good listener and establishing connection.
- Is in control of own reactions and considers sharing 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 ability to access and utilise relevant systems.
- Good knowledge of the commercial operation, brilliant basics and operational excellence.
- Current working knowledge of all VM principles.
- Good communicator with the ability to build relationships and work within a team.
- 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
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Design, Art/Creative, and Information Technology
Industries
Retail
