Shift Lead - Fashion, Home & Beauty - Douglas Isle Of Man

Work Pattern

• Sunday: 09:00-17:00
• Monday: 06:00 - 14:30
• Tuesday: 06:00 - 14:30
• Wednesday: 06:00 - 14:30
• Thursday: 09:00-17:00

Purpose

• To lead the fill operation, delivering a salesfloor that is ready to trade, taking operational responsibility for coordinating resource to Serve, Sell and Fill.
• Lead the floor in the absence of the Colleague Manager.
• Coordinate resource to deliver the operational tasks during the fill operation.
• Coach colleagues on One Best Way and drive 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 and M&S behaviours.
• Support Colleague Managers by sharing observations of colleagues to help deliver high performance.
• Responsible for being a key holder and answering call outs as required.
• Responsible for tasks related to the opening and closing of the building.
• 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 delivery 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 and supports colleagues through coaching and feedback.
• Helps maintain a safe and legal environment for colleagues and customers.
• Supports the delivery of an inspirational, improved and consistent visual customer journey instore.

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.
• Coaches 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 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.
• 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 to develop by listening, asking questions and giving feedback.
• 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.
• 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.
• In control of their own reactions and considers how to share their perspective to create better reactions 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