Shift Lead - Food - St Bury Edmunds - Bury St Edmunds, Suffolk

Everyone is welcome at M&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M&S, that individuality has the potential to make waves.

Join M&S as a Shift Lead in our Food section, where you'll be at the frontline of the UK’s fastest growing retailer. We’re not just looking for someone to fill shelves – we need down-to-earth colleagues who thrive under pressure, deliver five-star service at pace, and embrace the transformation we’re driving.

We’re seeking passionate individuals who not only take pride in their knowledge of M&S Food products but are also ready to roll their sleeves up and go again, day in and day out, meeting strong customer demand head-on. You’ll be a resilient and committed brand ambassador who’s ready to raise the bar by confidently recommending and selling our newest food products to our customers. Through remarkable service you’ll make sure our customers feel truly valued every time they shop with us.

• At M&S, our customers don't wait. You’ll thrive in a high-pressure environment, staying sharp, fast, and focused when the store is at its busiest. You’ll go above and beyond, to serve, sell, fill and help drive growth in sales.
• Being digitally confident is essential. You’ll utilise our digital tools, such as the Sparks App and our in-store devices, to enhance the customer experience and ensure they get the products they want when they need them.
• Being a team player is crucial. You’ll contribute to a positive, high-energy environment, where everyone works hard and supports each other in delivering a seamless customer experience.
• Flexibility is also vital. You should be poised to work across various areas of the store, adapting to the changing demands of the retail environment. No two shifts will look the same – and you’ll embrace the challenge.

This is a frontline role, not for the faint-hearted. But for those who are ready to roll up their sleeves, there’s huge opportunity. Are you ready for it? Take Your Marks and apply today.

Purpose

• 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 task prioritising customer first.
• Plan, allocate and follow through on delivery of task 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 the delivery of an inspirational, improved and consistent visual customer journey in store which inspires our customers to shop and buy more often.

Key Accountabilities

• Deliver great standards and service by putting the customer first.
• Act on customer feedback to deliver improvement.
• Ensure the delivery of brilliant basics.
• Coach the team to deliver excellent standards of product presentation.
• Support the delivery of plan A.
• Provide regular and timely feedback to line manager to support colleague performance.
• Support with the training and coaching of colleagues maximising digital tools and channels.
• Identify colleagues for recognition and celebrate success within the store.
• Provide feedback to BIG to improve colleague experience.
• Support the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities and take action.
• Role model new ways of working through the use of digital tools.
• Allocate resource efficiently to deliver process, task and service ensuring activity is completed consistently and productively.
• Deliver operational excellence ensuring all processes and tasks are delivered in line with business expectation.
• Maintain a safe and legal store environment.
• Support visual merchandising updates across all launches, events and campaigns.

Key Capabilities

• Understand how M&S operates, its strategy, future and the role they play.
• Effectively manage own reactions and responses around change.
• Help colleagues to develop by listening, asking questions and giving feedback to encourage reflection and different thinking.
• Set performance objectives for self in conjunction with line manager and in line with business plans.
• Take accountability for planning and managing own work efficiently to ensure objectives are met.
• Treat all colleagues fairly, understanding that different people will provide different perspectives and have different needs.
• Build 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 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.
• Demonstrate flexibility and adaptability to change.

Key Relationships and Stakeholders

• Customers
• Colleagues
• Store Leadership
• BIG