Team Support Manager

To deliver a great experience for your customers across Travel Money and other services, putting customers before task every time.

Key Accountabilities

• 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 Travel Money and other service channels brilliantly well.
• Be the voice of our customer to help us continually improve.
• Demonstrate a genuine interest in your customers and build good relationships.
• Serve our customers efficiently and brilliantly well.
• 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 Travel Money knowledge and experience with colleagues to support others in building skill and confidence.
• Own your own learning & development and proactively access digital learning solutions.
• Know the daily sales targets, priorities, promotions and selling opportunities.
• Have great product knowledge to sell and recommend our products and services to help our customers.
• Proactively engage with customers to understand their needs and make recommendations.
• Understand the store priorities and the part you play.
• Complete all Travel Money tasks with pace, accuracy and in line with procedures.

Qualifications & Experience

• Confident, people‑first leaders who thrive in fast‑moving environments, make bold decisions, and know how to bring the best out of others.
• A motivated, multi‑skilled team who feel supported, challenged and proud of what they deliver.
• Clear ownership of standards, safety, availability and operational excellence.
• Strong commercial results driven by insight, pace and great leadership.
• A culture where people feel valued, developed and excited to grow with M&S.
• Proven experience leading teams in a fast‑paced retail or customer‑focused environment.
• Strong commercial awareness with confidence to use data and insight to drive results.
• The ability to coach, develop and performance‑manage with clarity and empathy.
• Confidence having constructive, sometimes difficult conversations.
• A resilient, adaptable mindset with the energy to lead through change.
• Digital confidence and willingness to embrace new ways of working.
• A natural role model for great service, inclusion and M&S behaviours.
• Ready to raise the bar, back your people, and take real pride in delivering results the right way.

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