Shift Lead - Cafe - Norwich

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.

Purpose

• 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.
• Supports colleagues through coaching and feedback.
• Uses MI to take action to drive performance.
• Helps maintain a safe and legal environment for colleagues and customers.
• Supports 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

• 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 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, 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 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 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

• Supports 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

About Us

M&S is ready to push boundaries to lead the industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact. We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process and we are happy to talk smart/flexible working.

About the Team

The sweeping innovations we’re rolling out at M&S will define a new era of retail. And we want you to help us introduce them to our customers. There’s never been a more exciting time to join M&S! We’ve embarked on a business transformation and are looking for people who are thrilled by the challenge of introducing innovative, new experiences to the retail world – and surprising every single customer with reasons to shop in our stores and online - day in, day out. By embracing our digital tools to enhance the customer experience and remaining adaptable – both to the needs of our customers and our retail business – you’ll live and breathe our approach to sales and service and will ensure every time is just as special as the next.