Shift Lead - Fashion, Home & Beauty - St Albans

Work Pattern:

• Week 1: Monday: 06:00 - 14:00
• Tuesday: 10:00 - 18:00
• Wednesday: 06:00 - 14:00
• Friday: 10:00 - 18:00
• Saturday: 06:00 - 14:00

• Week 2: Sunday: 07:00 - 15:00
• Monday: 06:00 - 14:00
• Wednesday: 06:00 - 14:00
• Thursday: 10:00 - 18:00
• Friday: 06:00 - 14:00

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.

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 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 the delivery of an inspirational, improved and consistent visual customer journey instore 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 expectations.
• 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.
• Be in control of their own reactions and consider how to share their perspective to create better reactions for the team.

Technical Skills/Experience:

• Support the delivery of excellent customer service and KPIs 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