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Team Support Manager

Location(s) Leeds Store Crown Point Leeds SF Job ID 45988 Closing Date 25/03/2023 10:30 Contract Full time Hours 37.5 Contract Type Temporary Shift Flexible Salary and Benefits £11.50 Per hour VIEW SHIFT PATTERN

Change the way we connect with customers

M&S is changing for good and helping you shape your own career for the better. Join us as a Customer Assistant in one of our ever-evolving stores and opportunities will present themselves. Whether you’re thinking of your future at M&S or simply looking for experience in a revolutionary retail business.

We’re totally transforming the customer experience in store, which means you’ll need to bring an upbeat confidence and passion for M&S that shines through every hour of every day. And you’ll also need a digital mindset, because we’re introducing all sorts of new technologies to make your job easier. Freeing up your time to focus on the best bits, like spending time with the customer. If you have all this, you’ll get the recognition you deserve as a true customer favourite – who’s living and breathing the new and improved M&S journey.

You already know us for product innovation and uncompromising quality, but we need to keep on surprising our customers with all the ways you can help them. So when it comes to questions on anything in-store, you’ll really know your stuff. And if our customers are not quite sure what they’re after, you’ll impress with your attention and ability to tell them why they need a certain product in their life. You’ll have a bright energy that customers can’t help but respond to, always gearing towards making welcome recommendations and improving sales. There are lots of ways you can discover your potential at M&S. You just have to put your all into every moment, for every customer.

In-Store FAQs

Career Path

Customer Assistant

Team Support Manager

Team Manager

Area Manager/Support Office Roles

Store Manager

Deputy Store Manager

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Our salaries are competitive and reviewed every year.

Colleague Discount

Receive 20% discount in-store and online for you and a member of your household.

Time Off

We know how important work life balance is for our colleagues, so we offer paid holiday, the potential to buy extra holiday and other paid time off leave such as family leave.


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

Life Assurance

Life cover of twice your salary up to age 70, which is doubled when you join Your M&S Pension Saving Plan.

Workplace Savings

We offer a number of ways for you to save. When you join your M&S Savings plan, M&S will pay in up to 12% of your salary. You can also choose to join our Share Buy and Sharesave schemes and pay into general savings and ISAs.

My Choices

Save on everyday costs through discounts and offers and get access to our great benefits, such as discounted gym membership and health benefits. You can also recognise colleagues’ successes too.

Cycle to Work

Get a bike and accessories through Cycle to Work and save on tax and national insurance.


Buy the latest technology with interest-free financing directly from your salary.

Wellbeing Hub

Resources to support our colleagues to have Healthy Lifestyles, Healthy Minds and Healthy Finances, including a free 24/7 virtual GP service and free expert help through our confidential 24/7 employee assistance programme for both you and your family.

Giving Back

Support favourite charities - donate through your pay or even volunteer for them.

Team Support Manager

Week 1

Sun- 11-19

Mon-  D/O

Tue- 6-14

Wed 6-14

Thu 6-14

Fri 6-14

Sat D/O

Week 2

Sun -D/O

Mon 14-22

Tue 14-22

Wed D/O

Thu 14-22

Fri 14-22

Sat 14-22


  • 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 

M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact.

We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.

If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.


Crown Point Leeds SF

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