Shift Lead- Fashion, Home and Beauty- Chester

Work Pattern

Week 1
Monday - 9–5
Tuesday 6–2
Wednesday - 9–5
Thursday - 6–2
Saturday - 10–6

Week 2
Sunday - 06:30–2
Monday - 9–5
Tuesday - 6–2
Thursday - 6–2
Friday - 6–2

Join M&S as a Shift Lead in our Fashion, Home & Beauty section, where you’ll play a vital frontline role in delivering a market leading customer experience. This isn’t just a retail job – it’s a role for people who love pace, graft, and playing their part in delivering our transformation.

We’re looking for fashion-forward, confident people who are passionate about helping customers feel their best, whether that’s through 1 to 1 styling in suits, offering a five-star bra fit experience or a tailor-made beauty routine. You’ll be someone who knows how to build rapport quickly, listens to customer needs, and confidently recommends products both in-store and online.

• At M&S, our customers don't wait. You’ll be operating in a high-demand environment, rolling your sleeves up and getting stuck in, no matter how busy the day gets.

• You’ll create genuine 1 to 1 connection with customers through fitting appointments and style advice, tapping into your knowledge of the latest trends and tailoring your recommendations to their unique needs.

• Efficiency and effectiveness are non-negotiable. You’ll keep standards sky-high while balancing speed and accuracy, even when the pressure is on.

• Being digitally confident is essential. You'll utilise our digital tools, such as the Sparks App and in-store devices, to provide a personalised five-star service.

• Flexibility is vital. Retail moves fast – and you’ll move faster. You’ll adapt to where you’re needed, when you’re needed, always ready to meet the next challenge head-on.

If you’re ready to take the lead in delivering exceptional service and bringing the M&S style experience to life, this is your moment. Take Your Marks and apply today.

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,improvedand consistent visual customer journey instore 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
• 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 feedbacktoBIG to improve colleague experience
• Supports the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities andtakes action
• Role models new ways of workingthrough the use ofdigital 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,eventsand campaigns

Key Capabilities

• Understands how M&S operates,it’sstrategy, future and the role they play
• Effectively manages own reactions and responses around change
• Helps colleagues to develop by listening, askingquestionsand 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 the 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 better reaction for team

Technical Skills/ Experience

• 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, brilliantbasicsand 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

Key Relationships and Stakeholders

• Customers
• Colleagues
• Store Leadership
• BIG