Marks and Spencer
Shift Lead - Food - Bristol Eastgate
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Shift Lead Positions (Week 1 & Week 2 Schedules)
Operation Hours
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Week 1:
- Sunday: 05:00 - 13:00
- Monday: 05:00 - 13:00
- Wednesday: 05:00 - 13:00
- Thursday: 05:00 - 13:00
- Friday: 05:00 - 13:00
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Week 2:
- Monday: 05:00 - 13:00
- Tuesday: 05:00 - 13:00
- Wednesday: 05:00 - 13:00
- Friday: 05:00 - 13:00
- Saturday: 05:00 - 13:00
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+ £3.00/per hour unsocial premium applies for all hours worked between 22:00 and 06:00.
Under 18 Disclaimer
Due to health and safety legislation, colleagues in this role must be 18+.
Purpose of the Shift Lead Role
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Lead the fill operation, delivering a sales floor-ready environment.
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Take operational responsibility for coordinating resources under "Serve, Sell & Fill" principles.
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Lead the store’s floor in the absence of the *Team Manager.
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Coordinate resources for operational tasks, including:
- Upholding One Best Way standards.
- Promoting productivity before store opening.
- Optimising resource allocation for quick payment experiences.
- Ensuring effective implementation of daily processes.
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Maintain a clean, safe, and well-presented store alongside colleagues.
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Foster great team culture, exemplifying M&S behaviours and customer service standards.
Key Responsibilities
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Core Accountabilities
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Customer First Approach
- Ensure brilliant basics and high standards of service are consistently delivered.
- Act on customer feedback to drive improvements.
- Role model M&S behaviours and colleague expectations.
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Leadership & Coaching
- Duty manage in the absence of leadership.
- Champion new ways of working through positivity and adaptability.
- Coach teams on task prioritisation, focusing on customer needs.
- Allocate team resources efficiently to ensure productivity and consistency across store tasks.
- Use management information (MI) to drive performance improvements.
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Store & Operational Excellence
- Support a safe, legal environment for colleagues and customers.
- Deliver an inspirational visual customer journey through merchandising and campaigns.
- Maintain high operational standards in processes, tasks, and compliance.
Supervisory Duties
- Lead the fill queue operation, ensuring smooth transitions.
- Assign resources to open/close procedures, including:
- Managing vehicle deliveries.
- Overseeing temperature controls.
- Logging issues (operational, cash handling, TSL compliance).
- Act as a keyholder, managing call-outs and shift changes.
Key Capabilities
Role Proficiency
- Understand M&S strategy, operational goals, and the role’s contribution.
- Manage reactions to change (open mindset).
- Develop colleagues through feedback and reflection.
- Set personal performance goals aligned with business objectives.
- Act with fairness, empathy, and relationship-building.
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Leadership Skills
- Flexible, adaptive to shifting priorities.
- Exceptional communication and teamwork.
- Proven ability to interpret operational data & MI.
- Suited for strict legal compliance and sville queues.
Technical & Experience Requirements
- Customer Service Focus: Demonstrate high standards, work ethic, and customer success.
- Digital Proficiency: Strong ability to navigate M&S systems and tools.
- Operational Knowledge: Comfortable with commercial operations, VM, and store systems.
- Legal Awareness: Understanding of customer service responsibilities & compliance.
- Attendance & Accountability: Reliable, on-time performance & keen attention to detail.
Key Relationships & Stakeholders
- Customers (Drive sales through service excellence.)
- Colleagues (Foster trust, collaboration, and competitiveness.)
- Store Leadership (Support decision-making & team coordination.)
- BIG (Assist in improving colleague experiences with leadership perspective.)
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