Working Pattern 

Tuesday: 04:00–12:00

Wednesday: 04:00–12:00

Thursday: 04:00–12:00

Friday: 12:30–21:30

 

Purpose

To lead the fill operation, delivering a salesfloor that is ready to trade, taking operational responsibility for coordinating resource to Serve, Sell and Fill. and to lead the floor in the absence of the Colleague Manager

Coordinate resource to deliver the operational tasks during the fill operation and in the absence of the Colleague Manager

Lead the fill operation, coaching colleagues on One Best Way and driving productivity in readiness for store opening

Allocate resource effectively to deliver a quick payment experience

Enable all daily operational processes to be implemented efficiently across their area of the store, at the correct times 

Coordinate the team to deliver a clean, safe and well-presented store

Play their part in creating a great team atmosphere that is inclusive of everyone 

Role model great Customer Service

Role model the M&S behaviours and Colleague Expectations across the store

Support Colleague Managers by sharing observations of colleagues to help deliver high performance and recognise great colleagues

Support nearby stores if operationally required

Responsible for being a key holder and answering call outs as required

Responsible for tasks related to the opening and closing of the building, including receipt of vehicles, temperature controls, logging operational issues with relevant Helpdesks, cash handling and TSL compliance in peripheral hours.

 

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  Coach 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 celebrate success within the store  Provides feed back 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 events and campaigns  

 

Key Capabilities  

Understands how M&S it's 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 the 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  

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  Demonstrates flexibility and adaptability to change

Key Relationships and Stakeholders  

Customers  Colleagues  Store Leadership  BIG