Shift Lead - Cafe - Inverness

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Team Support Manager,<br><br><strong>Summary<br><br></strong>Team Support Manager<br><br><strong>All the details<br><br></strong>Work Pattern<br><br>Sunday 09.00-18.00<br><br>Saturday 09.00-18.00<br><br><strong>Purpose <br><br></strong><ul><li>Duty Manage in the absence of the next level Leader when required </li><li>Champion new ways of working within stores through an open mindset and positive attitude </li><li>Leads colleagues in delivery of task prioritising customer first </li><li>Plans, allocates and follows through on delivery of task to a consistent standard across the store </li><li>Drives on the job productivity </li><li>Supports colleagues through coaching and feedback </li><li>Uses MI to take action to drive performance </li><li>Helps maintain a safe and legal environment for colleagues and customers </li><li>Supports the delivery of an inspirational,improvedand consistent visual customer journey instore which inspires our customers to shop and buy more often <br><br><br></li></ul><strong>Key Accountabilities<br><br></strong><ul><li>Delivers great standards and service by putting the customer first </li><li>Acts on customer feedback to deliver improvement </li><li>Ensures the delivery of brilliant basics </li><li>Coach the team to deliver excellent standards of product presentation </li><li>Supports the delivery of plan A </li><li>Provides regular and timely feedback to line manager to support colleague performance </li><li>Supports with the training and coaching of colleagues maximising digital tools and channels </li><li>Identifies colleagues for recognition and celebrate success within the store </li><li>Provides feedbacktoBIG to improve colleague experience </li><li>Supports the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities andtakes action </li><li>Role models new ways of workingthrough the use ofdigital tools </li><li>Allocates resource efficiently to deliver process, task and service ensuring activity is completed consistently and productively </li><li>Delivers operational excellence ensuring all processes and tasks are delivered in line with business expectation </li><li>Maintains a safe and legal store environment </li><li>Supports visual merchandising updates across all launches,eventsand campaigns <br><br><br></li></ul><strong>Key Capabilities<br><br></strong><ul><li>Understands how M&S operates,it’sstrategy, future and the role they play </li><li>Effectively manages own reactions and responses around change </li><li>Helps colleagues to develop by listening, askingquestionsand giving feedback to encourage reflection and different thinking </li><li>Sets performance objectives for self in conjunction with line manager and in line with business plans </li><li>Takes accountability for planning and managing own work efficiently to ensure objectives are met </li><li>Treats all colleagues the fairly, understanding that different people will provide different perspectives and have different needs </li><li>Builds positive relationships by being a good listener and getting to know people by establishing a connection </li><li>In control of their own reactions and considers how to share their perspective to create better reaction for team <br><br><br></li></ul><strong>Technical Skills/ Experience<br><br></strong><ul><li>Support the delivery of excellent customer service and KPI’s across the store </li><li>Good level of digital capability and can access and utilise relevant systems </li><li>Good knowledge of the commercial operation, brilliantbasicsand operational excellence </li><li>Current working knowledge of all VM principles </li><li>A good communicator with the ability to build relationships and work within a team </li><li>A good knowledge of the legal requirements associated with the role of a customer assistant and when duty managing </li><li>Maintain high presentation standards, attention to detail and deliver on time, right first time </li><li>Interpret data relevant to the role </li><li>Demonstrates flexibility and adaptability to change<br><br><br></li></ul>Key Relationships and Stakeholders<br><br><ul><li>Customers </li><li>Colleagues </li><li>Store Leadership </li><li>BIG</li></ul>

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