Work Pattern
Week 1
Wednesday 0815-1700
Friday 0815-1700
Week 2
Wednesday 0815-1700
Saturday 0815-1700
To support the Academy Team Manager and Learning People Support Partner to deliver an outstanding academy learning service at all levels.
Accountabilities:
Develop remarkable people
Support coordination of all development programmes including employability schemes for customer assistants
Plan, coordinate and deliver all My Welcome Customer Assistant Inductions in line with regional demand across the academy and Regional My welcome hubs
Ensure all regional learning hubs and the academy facilities are maintained to a high standard
Ensure all colleagues learning within an academy have a brilliant welcome and learning experience at all times
Offer exceptional levels of service to all colleagues and visitors across the academy
Delivering regional buddy upskilling where required
Deliver upskilling to Induction facilitators in standalone hubs where required
Listen and act on colleague feedback to make this a great place to work , with the support of BIG
100% accurate execution
Support in coordinating and facilitating where required, business and regional sessions e.g. Product Academy
Build key stakeholder relationships across Centre of Expertise, externally and Region
Utilise digital tools to manage academy learning capacity
Drive high performance
Act as subject matter expert for onboarding and My Welcome
Support the delivery and completion of Compliance Learning across the region
Takes the initiative to suggest solutions and ideas to issues to drive continuous improvement
Technical Skills/ Experience:
Digitally confident with programmes such as Microsoft Teams, Word, PowerPoint and Excel
Comprehensive knowledge of customer shopping channels
Good level of product knowledge and services across the store
Up to date knowledge of the commercial operation and brilliant basics
Good level of digital capability and use of digital tools and applications
Adapting to change
Ability to learn new ways of working quickly and be able to deliver relevant information
Able to confidently deliver information in a public forum and ensure attendees' understanding
Key Relationships and Stakeholders
External Candidates
Colleagues
Store Leadership
Regional People Team
BIG
Purpose
- To deliver a great shopping experience for their customers, putting customers before task every time
- Champion new ways of working within stores through an open mindset and positive attitude
- Complete tasks and processes that deliver ‘best in town’ standards
- Serve and sell across all channels brilliantly well
- Be the voice of our customer to help us continually improve
Key Accountabilities
- Serve our customers efficiently and brilliantly well – on the shop floor and at service points
- Deliver ‘best in town’ standards through presentation standards, availability and keeping the store clean and tidy
- Skilled to utilise all digital tools and communication channels to do the job
- Share customer and colleague feedback to help us do things better
- Share knowledge and experience with colleagues to support others in building skill and confidence
- Own their own learning & development and proactively access digital learning solutions
- Know the daily sales targets, priorities, promotions & selling opportunities
- Have great product knowledge to sell and recommend our products and services
- Proactively engage with customers to understand their needs and make recommendations
- Understand the store priorities and their part to play
- Complete tasks with pace and in line with SOPs
- Minimise cost and waste through good process practice
- Follow safe and legal working practices
Key Capabilities
- Understands how M&S operates, it’s strategy, future and the role they play
- Committed to delivering excellent work fast with great attention to detail
- Open to and acts on feedback, asking for this regularly
- 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
- Is curious and asks questions to challenge the status quo – ask why the company does things the way it does things
- Effective at communicating their intentions to others; ensures communication is clear and simple
- In control of their own reactions and considers how to share their perspective to create better reaction for team
- Copes well with change and work challenges and recovers quickly from its impact
- Builds positive relationships by being a good listener and getting to know people by establishing a connection
Technical Skills/ Experience
- Contributing to store sales and cost control
- Work across the store to get things done right first time within timescales
- Comprehensive knowledge of customer shopping channels
- Good level of product knowledge and services across the store
- Up to date knowledge of the commercial operation and brilliant basics
- Good level of digital capability and use of digital tools and applications
- Understand customer needs and spot selling opportunities
- Adapting to change
- Good Knowledge of VM principles
Key Relationships and Stakeholders
- Customers
- Colleagues
- Store Leadership
- BIG
Everyone’s Welcome
M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact.
We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.
If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.
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