Shift Lead - Foods - Central London

Team
In Store
Store
White City
Location
London, Greater London
Contract type
Permanent
Position type
Full Time
Salary
£14.90 p/h
Closing date: 11th November 2025
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Retail Quiz

Find out if you fit the role.

How We Hire

Everyone is welcome at M&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M&S, that individuality has the potential to make waves.

About the role

This section tells you all you need to know about the position and its responsibilities, outlining everything we hope to see in a successful candidate.

Summary
Shift Lead - Foods - Central London
All the details

Example Work Pattern:

WEEK 1

Sun - 10:00-18:00

Mon - 15:00 - 23:00

Weds - 15:00 - 23:00

Thurs - 15:00 - 23:00

Fri -15:00 - 23:00

WEEK 2

Mon - 04:00-12:00

Tues - 04:00-12:00

Weds - 04:00-12:00

Thurs - 04:00-12:00

Sat - 04:00-12:00

PURPOSE OF SHIFT LEAD ROLE:

To lead the fill operation, delivering a salesfloor that is ready to trade, taking operational responsibility for coordinating resource to Serve, Sell and Fill and to lead the floor in the absence of the Team Manager.

Coordinate resource to deliver the operational tasks during the fill operation and in the absence of the Team Manager.

Lead the fill operation, coaching colleagues on One Best Way and driving productivity in readiness for store opening.

Allocate resource effectively to deliver a quick payment experience.

Enable all daily operational processes to be implemented efficiently across their area of the store at the correct times.

Co-ordinate the team to deliver a clean, safe and well-presented store.

Play your part in creating a great team atmosphere that is inclusive of everyone.

Role model great customer service.

Role model the M&S behaviours and colleague expectations across the store.

Support team managers by sharing observations of colleagues to help deliver high performance and recognise great colleagues.

Support nearby stores if operationally required.

Responsible for being a key holder and answering call outs as required.

Responsible for tasks related to the opening and closing of the building; including receipt of vehicles, temperature controls, logging operational issues with relevant help desks, cash handling and TSL compliance in peripheral hours.

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 deliver 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 action and 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 deliver of brilliant basics.

Coach the team to deliver excellent standards of product presentation.

Supports the deliver 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 bio feedback 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 all 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

KEY CAPABILITIES

Understands how M&S operates, it's 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

Set 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 better reaction for team.

TECHNICAL SKILLS/EXPERIENCE

Supports the deliver 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, brilliants basics and operational excellence

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

Meet the Team

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Our Support

Mentorship

It’s important to us that our new colleagues feel supported in their roles and can learn from each other. That’s why we offer mentorship through our buddy system.

Flexible working

We’re a 24/7 business and our working patterns adapt to our customers’ needs. Worklife is our flexible working policy that gives colleagues the option for part-time working, a 4-day compressed week, or to job share if it’s in the best interests of everyone.

Benefits

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Colleague Networks

We want you to feel supported, no matter what.

Culture and Heritage Network

Raising awareness of various religions and cultures through events and comms, to educate others and better represent our M&S colleagues and customers.

LGBTQ+ Network

Proactively representing LGBTQ+ issues and opportunities to deliver a truly inclusive place to work and shop for our colleagues and customers.

Cancer Network

Fostering a supportive and inclusive workplace culture, addressing stigma, providing guidance and raising awareness to empower and assist colleagues affected by cancer.

Health and Wellbeing Network

Providing a safe space for colleagues with all types of health conditions or disabilities and supporting with business initiatives to ensure our stores are truly accessible for our customers.

Gender Equality Network

Addressing gender-related challenges, raising awareness, and driving action to ensure equal opportunities for all.

Menopause Network

Initiating and encouraging open conversations about menopause by offering support and sharing experiences.

Forces Community Network

Supporting colleagues connected to the Armed Forces, aiding their transition to civilian life, and ensuring that they thrive in the workplace.

Family & Carers Network

A support network for parents and carers, offering a space for colleagues to share experiences, exchange ideas, and access useful resources.

How to Apply

Here’s what to expect at each stage of the application process. This can change depending on the role you’ve applied to. If you need any reasonable adjustments made at any stage, let us know and we can help.

Send us your application

Fill in our short application form and hit submit.

Online assessment

We’ll invite you to take part in an online assessment. This could be before or after your interview.

In-person assessment centre

We’ll invite you to an in-person assessment centre or an interview. This process may differ depending on the role you’ve applied to.

Decision

After we’ve decided, we’ll be in touch. If you’ve been successful, we’ll officially invite you to join the team and let you know the next steps.

Shift Lead - Foods - Central London

Team
In Store
Store
White City
Location
London, Greater London
Contract type
Permanent
Position type
Full Time
Salary
£14.90 p/h
Closing date: 11th November 2025
Reference: 111863