Shift Lead - Fashion Home & Beauty - Handforth in Wilmslow

Work Pattern:

• Week 1: Sun 07:00-15:00, Mon 06:00-14:00, Weds 06:00-14:00, Thurs 06:00-14:00, Fri 06:00-14:00
• Week 2: Mon 06:00-14:00, Tues 06:00-14:00, Weds 06:00-14:00, Fri 06:00-14:00, Sat 06:00-14:00

Join our team at M&S as a Shift Lead in our Clothing & Home section, where you'll become a champion of our stylish products, on-trend designs, and exceptional customer service. We're looking for passionate and fashion-forward individuals who are excited to dress the nation. You'll be a brand ambassador who's ready to recommend our newest fashion items. 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 be ready to roll your sleeves up, work hard and go above and beyond every day. Being digitally confident is essential. You'll utilise our digital tools, such as the Sparks App and in-store devices, to enhance the customer experience and ensure they get the products they want when they need them. Efficiency and effectiveness are key aspects of your role ensuring that our customers don't wait and enjoy every experience in our store.

You'll be ready to roll your sleeves up, work hard and go above and beyond every day. Being a team player is crucial. You'll take responsibility for creating a great inclusive store environment, supporting and respecting your colleagues and the local community. Flexibility is also vital. You should be confident to work effectively across various areas of the store, adapting to the changing demands of the retail environment seamlessly.

Are you ready for it? Take your marks and get ready to apply.

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 instore 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 better reaction for team

Technical Skills/Experience:

• Supports 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 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