Team Support Manager
Work Pattern
Week 1
Mon 09-17
Tue 07-15
Thu 07-15
Fri 09-17
Sat 07-15
Week 2
Sun 09-17
Tue 07-15
Wed 09-17
Thu 07-15
Fri 09-17
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 in-store 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 expectations.
* 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 create a better reaction for the 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.
* Maintains high presentation standards, attention to detail and delivers on time, right first time.
* Interprets data relevant to the role.
* Demonstrates flexibility and adaptability to change.
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
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