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Team Support Manager

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Marks and Spencer

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations

AI generated summary

  • You must be over 18, adaptable to change, digitally capable, understand commercial operations, communicate well, interpret data, and maintain high standards in customer service and presentation.
  • You will manage tasks, coach colleagues, drive productivity, enhance customer experience, maintain safety, support visual merchandising, and use data to improve performance.

Requirements

  • This job role 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.
  • Mixture of early starts and late finishes, including alternate weekends.
  • All new starters will be expected to attend an Induction. Please be aware, this may not be held in your base store.
  • Effectively manages own reactions and responses around change
  • 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

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 is the work schedule for the Team Support Manager position?

The work schedule includes a mixture of early starts and late finishes, including alternate weekends.

What is the minimum age requirement for this position?

The minimum age requirement for this position is 18 years old, in compliance with relevant health and safety legislation.

What are the main responsibilities of the Team Support Manager?

The main responsibilities include duty managing in the absence of the next level leader, leading colleagues to prioritize customer service, planning and allocating tasks, driving on-the-job productivity, and supporting colleagues through coaching and feedback.

What key accountabilities does a Team Support Manager have?

Key accountabilities include delivering great standards and service, acting on customer feedback, coaching the team for excellent product presentation, maximizing digital tools for training, and maintaining a safe store environment.

What kind of skills are required for the Team Support Manager role?

Required skills include good digital capability, knowledge of commercial operations and visual merchandising principles, communication skills, and the ability to interpret relevant data.

Who are the key stakeholders and relationships for this role?

Key stakeholders include customers, colleagues, store leadership, and BIG.

Is there a formal induction process for new starters?

Yes, all new starters are expected to attend an induction, which may not be held in the base store.

How does a Team Support Manager impact customer experience?

A Team Support Manager impacts customer experience by ensuring high standards of service, acting on feedback, and creating an inspirational and consistent visual customer journey in-store.

What training or support is provided for colleagues?

The Team Support Manager is responsible for coaching and training colleagues, using digital tools to maximize effectiveness and provide feedback on performance.

What performance metrics are expected from the Team Support Manager?

The Team Support Manager is expected to support the delivery of store selling and cost targets by utilizing management information (MI) to identify opportunities and drive performance.

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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