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- Tasks: Lead the team in delivering excellent customer service and operational excellence.
- Company: Join a well-known food retailer with a focus on teamwork and customer satisfaction.
- Benefits: Competitive pay, including an unsocial hours premium, and opportunities for growth.
- Why this job: Be a key player in creating a welcoming store environment and enhancing customer experiences.
- Qualifications: Must be 18 or over; experience in customer service and team leadership is a plus.
- Other info: Flexible shifts with potential for full-time hours during peak periods.
Team Support Manager
Working Pattern
Mon 19:00-00:00
Thur 19:00-00:00
Fri 19:00-00:00,
Sat 19:00-00:00
Sun 19:00-00:00
Tues 19:00-00:00
Thur 19:00-00:00
Fri 19:00-00:00
Under 18 disclaimer
To 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
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.
Responsibilities
- 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
- Treats all colleagues the 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
- 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 basicsand 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
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Shift Lead - Food - Lisburn employer: Marks & Spencer Plc
Contact Detail:
Marks & Spencer Plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Shift Lead - Food - Lisburn
✨Tip Number 1
Network like a pro! Reach out to friends, family, or even former colleagues who might have connections in the food industry. A personal recommendation can go a long way in landing that Shift Lead role.
✨Tip Number 2
Prepare for the interview by researching M&S and their values. Show us you understand their commitment to customer service and operational excellence. Tailor your answers to reflect how you can contribute to their goals.
✨Tip Number 3
Practice makes perfect! Do mock interviews with a friend or in front of the mirror. Focus on articulating your experience in leading teams and delivering great customer service, as these are key for the Shift Lead position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at M&S.
We think you need these skills to ace Shift Lead - Food - Lisburn
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Shift Lead role. We want to see how you can lead a team and deliver great customer service, so don’t hold back!
Show Off Your Team Spirit: This role is all about teamwork! Use your application to showcase examples of how you've worked well with others in the past. We love seeing candidates who can create a positive atmosphere and support their colleagues.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your key points stand out. Highlight your relevant experience and skills without waffling on too much!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Marks & Spencer Plc
✨Know the Role Inside Out
Before your interview, make sure you understand the responsibilities of a Shift Lead. Familiarise yourself with the key accountabilities and how they relate to customer service and team management. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
As a Shift Lead, you'll be expected to coach and support your team. Prepare examples from your past experiences where you've successfully led a team or improved performance. Highlight your ability to motivate others and create a positive atmosphere, as this is crucial for the role.
✨Be Ready for Scenario Questions
Expect questions that assess how you'd handle specific situations, like managing a busy shift or resolving a customer complaint. Think through potential scenarios and how you would approach them, focusing on your problem-solving skills and customer-first mindset.
✨Demonstrate Your Digital Savvy
With the emphasis on using digital tools in the role, be prepared to discuss your experience with technology and how it can enhance operational efficiency. Share any relevant examples of how you've used digital systems to improve processes or customer service in previous roles.
