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Team Support Manager - Central London

Location(s) London
Job ID 32759 Contract Full time Hours 37.5 Contract Type Permanent Salary and Benefits £12.55

Work Pattern 

  Mon -Sun 23.00-07.00
alternate weekends


  • 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  

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 feed back 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  

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  
  • 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, 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

Key Relationships and Stakeholders  

  • Customers 
  • Colleagues 
  • Store Leadership 
  • BIG 

Same Posting Description for Internal and External Candidates

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