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Team Support Manager

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Marks and Spencer

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    People, HR & Administration

AI generated summary

  • You must be 18+, manage change, build relationships, deliver excellent service, interpret data, have digital skills, and ensure high presentation standards while understanding operational excellence.
  • You will manage tasks, coach colleagues, prioritize customer service, utilize data for performance, and maintain store standards and safety while driving operational excellence.

Requirements

  • Under 18 disclaimer: This job role involves working early mornings and this means we can’t consider applications from anyone under the age of 18. This is to comply with the relevant health and safety legislation and to keep our colleagues safe in the workplace.
  • 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
  • In control of their own reactions and considers how to share their perspective to create better reaction for team
  • 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
  • Demonstrate flexibility and adaptability to change

Responsibilities

  • 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
  • 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 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 expectation
  • Maintains a safe and legal store environment
  • Supports visual merchandising updates across all launches, events and campaigns

FAQs

What are the working hours for the Team Support Manager position?

The working hours follow a two-week rotating schedule, with shifts varying from early mornings to late evenings across weekdays and weekends.

Is this position open to applicants under 18?

No, this job role involves early morning work, and we cannot consider applications from anyone under the age of 18 due to health and safety legislation.

What are the main responsibilities of a Team Support Manager?

Responsibilities include duty managing in the absence of a leader, coaching colleagues, ensuring customer-first service, driving productivity, and maintaining a safe work environment.

What skills are required for this role?

Key skills include good digital capability, knowledge of commercial operations, effective communication, relationship building, and the ability to interpret relevant data.

How do you handle customer feedback in this role?

The Team Support Manager is responsible for acting on customer feedback to drive improvements and ensure the delivery of excellent standards and service.

What kind of support does the Team Support Manager provide to colleagues?

The manager supports colleagues through coaching, providing feedback, training, and recognizing achievements to promote a positive work environment.

Who does the Team Support Manager work with regularly?

The Team Support Manager interacts regularly with customers, colleagues, store leadership, and the BIG team.

What is the significance of visual merchandising in this role?

The Team Support Manager supports visual merchandising updates across all launches, events, and campaigns to enhance the customer shopping experience.

Is there a focus on personal development in this position?

Yes, there is an emphasis on personal development through setting performance objectives and providing constructive feedback to encourage colleague growth.

What does 'Brilliant Basics' refer to in this job description?

'Brilliant Basics' refers to the essential standards and service principles that must be consistently delivered to ensure a positive customer experience.

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Marks and Spencer

Forward thinking, future-focused and digital-first retail

Retail & Consumer Goods
Industry
10,001+
Employees
1884
Founded Year

Mission & Purpose

We hold ourselves to a very high standard here at M&S. That much has never changed. Our attention to detail, forward thinking and passion for improvement has led to the creation of some of the nation’s most loved products. But a rapidly changing world demands that we change along with it. M&S has been at the forefront of social change for the past 134 years, and we’re determined to keep it that way. Setting bolder goals and giving our people the space and resources to achieve them. Today, we are a unique retailer delivering top quality food, clothing, home products and financial services. We employ over 80,000 colleagues who serve over 32 million customers. But what about tomorrow? We’ve put customer-focused digital innovation at the heart of our business, partnering with world-class technology firms to help shape the retail experience of the future. From digital transformation to empowering people to make a positive impact on wellbeing, communities and the planet, there’s never been a more exciting time to join us. Because if you become part of our journey today, you’ll be shaping the very future of our business.

Benefits

  • Colleague Discount

    Receive 20% discounts in-store for you and members of your household

  • Bonus

    We have discretionary bonus schemes depending on your role and our business performance

  • Pay

    Our salaries are competitive and reviewed every year

  • Life Assurance

    Life cover of twice your salary up to age 70 which is double when you join your M&S pension savings plan