At a Glance
- Tasks: Lead a team to deliver exceptional customer service and drive store profitability.
- Company: Join Iceking, a dynamic food retail franchise partner with M&S.
- Benefits: Enjoy 28 days holiday, tailored induction, and clear progression opportunities.
- Other info: Be part of an inclusive workplace that values diversity and growth.
- Why this job: Make a real impact in a vibrant retail environment while developing your leadership skills.
- Qualifications: Experience in retail supervision and a passion for customer service.
The predicted salary is between 20000 - 25000 £ per year.
Iceking has recently partnered with M&S as a food retail franchise partner, and we are looking to appoint an experienced Store Supervisor to join our Food team.
Purpose
- Support the growth and profitability of the store through implementation of the retail plan and delivery of KPI measures.
- Model great customer service, ensuring delivery of a customer‑focused service proposition that delights customers.
- Recruit and develop talent within the customer assistant team, supporting succession requirements of the store and region.
- Ensure colleagues understand and are motivated to deliver their part.
- Support the store to trade safely and legally, protecting customers, colleagues and the M&S brand.
- Support the delivery of an inspirational, improved and consistent visual customer journey in store, inspiring customers to shop and buy more often.
Key Accountabilities
- Drive profitability and sales through the delivery of the Retail Plan and Store KPI’s.
- Support delivery and embedding of the business transformation plan and change initiatives.
- Deliver great standards and service by setting clear expectations with store colleagues.
- Create the right culture, role‑modeling new digital ways of working and leadership behaviours.
- Create a multi‑skilled team, coaching and training them to fully utilise all tools available to serve and sell well.
- Deliver brilliant basics through the team.
- Seek customer feedback and take action to deliver improvement.
- Use data and insight to improve the in‑store experience, improve operations and drive performance.
- Support delivery of Plan A.
- Review individual performance, manage underperformance where required, and celebrate success.
- Recruit for the team, ensuring new starters have a brilliant onboarding experience.
- Deliver all line management activities in line with company process and policy.
- Build an active working partnership with BIG, provide feedback and support development of BIG reps.
- Deliver operational excellence to maximise product availability, minimise stock and cash loss.
- Ensure process and tasks are delivered in line with business expectations and operating standards, allocating resources accordingly.
- Maintain a safe and legal store environment.
- Support visual merchandising updates across all launches, events and campaigns.
Technical Skills / Experience
- Ability to lead a team to deliver excellent customer service and KPI’s across the store.
- Role‑model new digital ways of working and leadership behaviours.
- Good understanding of commercial, visual, operational and people processes and systems.
- Use data and MI to identify commercial, visual, cost savings & customer opportunities to increase profit.
- Good working knowledge of VM principles.
- Digital capability and understanding and use of all systems.
- Knowledge of legal requirements across area of accountability and store.
- Knowledge of people policies and managing performance within a team.
- Ability to have difficult conversations with effective resolutions with colleagues.
- Good communicator and listener who will inspire, share knowledge and best practices with others.
- Ability to plan and review across the week and the month.
- Ability to deliver under pressure demonstrating resilience.
- Ability to build and maintain relationships with key stakeholders across the store and region.
- Demonstrates flexibility and adaptability to change, and ability to lead teams through change with a growth mindset.
Key Leadership Capabilities
- Successfully embeds change for lasting commercial impact and results.
- Addresses beliefs and mindsets around resistance to change and supports colleagues in adapting.
- Takes ownership and accountability for the success of the team.
- Spends time coaching colleagues to accelerate performance and personal growth.
- Recognises high performance and supports poor performers to improve.
- Shows colleagues why they matter to M&S, their part to play in delivering the plan and results of their work.
- Uses customer feedback and market trends to guide team work.
- Helps teams understand information and business messages by actively seeking opinions and asking questions.
- Uses a combination of channels and technology to communicate, ensuring timely, clear and open communication with colleagues.
- Seeks best solution for M&S by proactively collaborating with colleagues across the business.
Key Relationships and Stakeholders
- Customers
- Colleagues
- Store Leadership
- Regional Leadership
- BIG
What’s in it for you?
- Holiday Entitlement 5.6 weeks (28 days) – increases with service.
- First‑class welcome with a tailored 12‑week induction in your training store.
- Options to progress – it’s something we’re proud of at Iceking.
We are committed to an active inclusive, diverse and equal opportunity place to work, trusted and admired by our colleagues, customers and suppliers.
Supervisor employer: M&S Surbiton
Iceking is an exceptional employer located in the vibrant Borough of Kingston/Sutton, offering a dynamic work environment where employees are encouraged to thrive. With a strong commitment to employee development, Iceking provides tailored training and progression opportunities, alongside a supportive and inclusive culture that values diversity and teamwork. Enjoy generous holiday entitlement and a comprehensive induction programme, all while being part of a franchise partnership with M&S that prioritises customer satisfaction and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Supervisor
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like M&S Surbiton. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to M&S Surbiton
Don't be shy about reaching out to M&S Surbiton directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Supervisor
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about M&S Surbiton and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at M&S Surbiton
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
