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 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