Team Support Manager
Work Pattern: 5:30am start, 5 days per week
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.
* Lead colleagues in delivery of tasks prioritizing 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 in-store 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 maximizing 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 utilizing MI to identify opportunities and take action.
* Role model new ways of working through the use of digital tools.
* Allocate resources efficiently to deliver processes, tasks 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 utilize 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
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