Support Specialist
4 weeks ago
At M&S, we are committed to delivering exceptional customer service and operational excellence. We are seeking a Support Specialist to join our team in Manchester.
Job SummaryThis is a fixed-term vacancy for a full-time Support Specialist at our Manchester Market St store. The successful candidate will work as part of the Through The Night Foods Team, providing support to colleagues and customers.
The salary for this role is £37.05 per hour, with an additional unsocial hourly premium of £3.50 per hour for hours worked between 22:00 and 06:00.
Duties and Responsibilities- Support colleagues through coaching and feedback to enhance their performance and skills.
- Analyze data and use it to take action to drive performance and improve processes.
- Maintain a safe and legal environment for colleagues and customers by adhering to company policies and procedures.
- Support the delivery of an inspirational and consistent visual customer journey instore, which inspires customers to shop and buy more often.
- Deliver great standards and service by putting the customer first and ensuring that every customer interaction is positive and memorable.
- Support the delivery of plan A by utilizing MI to identify opportunities and taking action to drive results.
- Provide regular and timely feedback to line managers to support colleague performance and development.
- Support the training and coaching of colleagues to maximize digital tools and channels.
- Support the Team Manager with the delivery of store selling and cost targets by utilizing MI to identify opportunities and taking action.
- Role model new ways of working through the use of digital tools and inspire colleagues to adopt these practices.
- Allocate resources efficiently to deliver process, task, and service, ensuring activity is completed consistently and productively.
- Maintain a safe and legal store environment by adhering to company policies and procedures.
- Support visual merchandising updates across all launches, events, and campaigns to ensure a consistent and inspiring customer experience.
- Help colleagues develop by listening, asking questions, and giving feedback to encourage reflection and different thinking.
- Set performance objectives for self in conjunction with line managers and in line with business plans.
- Take accountability for planning and managing own work efficiently to ensure objectives are met.
- Support the delivery of excellent customer service and KPIs across the store.
The ideal candidate will have a good level of digital capability and be able to access and utilize relevant systems. They will also have a good knowledge of the commercial operation, brilliant basics, and operational excellence.
A good knowledge of the legal requirements associated with the role of a customer assistant and when duty managing is essential.
The ability to interpret data relevant to the role and take action to drive results is also required.
We are committed to an active Inclusion, Diversity, and Equal Opportunities Policy, which starts with our recruitment and selection process. We are happy to talk smart/flexible working.
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