Customer Assistant

Team Support Manager
Week 1:
Sunday 10:00-18:00
Tuesday 05:00-13:00
Wednesday 05:00-13:00
Thursday 05:00-13:00
Friday 05:00-13:00
Week 2:
Monday 13:00-21:00
Tuesday 13:00-21:00
Thursday 13:00-21:00
Friday 13:00-21:00
Saturday 13:00-21:00

**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 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