Shift Lead

In Store

Store

Harrogate

Location

Harrogate, North Yorkshire

Contract type

Permanent

Position type

Full Time

Salary

£13.65 p/h

Closing date: 26th November 2025

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

Team Support Manager

All the details

Work Pattern:

Week 1:

Monday: 09:00–17:00

Tuesday: 09:00–17:00

Wednesday: 09:00–17:00

Friday: 09:00–17:00

Saturday: 09:00–18:00

Week 2:

Sunday: 09:00–17:00

Monday: 09:00–17:00

Wednesday: 09:00–17:00

Thursday: 09:00–18:00

Friday: 09:00–17:00

Purpose of the 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 Colleague Manager

Coordinate resource to deliver the operational tasks during the fill operation and in the absence of the Colleague 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

Coordinate the team to deliver a clean, safe and well-presented store

Play their 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 Colleague 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 Helpdesks, 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 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 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 feedback to IG 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

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
Wellbeing hub

Get access to resources to support your wellbeing, including a free virtual GP service.

Colleague Networks

We want you to feel supported, no matter what.

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.

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.

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.

Cancer Network

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

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.

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