ROLE OVERVIEW

This is a full-time position and requires flexibility for opening and closing times.

The Shift Lead - Omni Hub takes operational responsibility for coordinating people and priorities across the Omni Hub operation. The role combines the leadership expectations of a Shift Lead with the specialist knowledge required to support in-store fulfilment, online customer orders and returns for ROI.

Background

Mary Street is a departmental store in Dublin City Centre. It is a flagship store offering a wide range of products across Foods and GM, with Café Revive on the top floor. It is also the customer order fulfilment and return centre for ROI.

What is ISF / Omni Hub?

ISF means in-store fulfilment: ensuring that sizes are available to customers and that stock is where it should be. Omni Hub is the online ordering and return centre for ROI, located in Mary Street. Customer orders are picked, packed and posted from this location, and customer refunds are processed through the hub.

Purpose of the role

• Lead the daily Omni Hub operation so orders, returns and stock activity are completed accurately, safely and on time.
• Coordinate resource across picking, packing, posting, refunds, floor availability and sale preparation.
• Lead the team in the absence of the Colleague Manager and provide a clear operational point of contact.
• Role model excellent customer service, M&S behaviours and Colleague Expectations.
• Create an inclusive, positive team atmosphere and build strong relationships with sales floor and store teams.

KEY ACCOUNTABILITIES

Lead the operation

• Plan and allocate resource effectively, responding to order volumes, return activity and store priorities.
• Coordinate daily processes at the correct times and maintain clear handovers between shifts.
• Work confidently without close supervision, making sound decisions and escalating operational issues when required.
• Use relevant data and systems to understand progress, identify risks and reset priorities.

Customer orders and returns

• Become a returns specialist and support the team to process refunds accurately and efficiently.
• Ensure customer orders are picked, packed and posted with strong attention to detail.
• Resolve customer enquiries professionally and support colleagues with more complex issues.
• Maintain confidentiality when handling customer, order and refund information.

Stock, availability and standards

• Support ISF activity so stock is in the right place and floor availability is maintained.
• Coordinate sale preparation and other planned stock activity.
• Maintain a clean, safe and well-presented Omni Hub working environment.
• Deliver operational excellence, brilliant basics and high presentation standards, right first time.

Operational leadership

• Coach colleagues on One Best Way, accuracy and service expectations.
• Give clear direction, recognise great work and share relevant colleague observations with Colleague Managers.
• Build capability across logistics, customer service, inventory management and digital systems.
• Promote teamwork across the Omni Hub, sales floor and wider store.

SHIT LEAD RESPONSIBILITIES

• Act as key holder and respond to call-outs as required.
• Complete opening and closing responsibilities when scheduled.
• Support receipt of vehicles, temperature controls, cash handling and TSL compliance during peripheral hours where these form part of the shift.
• Log operational issues with the relevant Helpdesks and ensure clear follow-up.
• Coordinate resource to Serve, Sell, Fill and Fulfil, while protecting the customer promise and safe operation of the building.
• Support nearby stores if operationally required.

Your profile

• Good digital capability, with confidence accessing and using systems.
• Good knowledge of commercial operations, brilliant basics and operational excellence.
• Strong communication skills and the ability to build effective working relationships.
• Customer-focused, calm and confident when resolving problems.
• Excellent attention to detail, with the ability to deliver on time and right first time.
• Able to interpret information and data relevant to the role.
• Flexible and adaptable to change.
• A good team player who can also work unsupervised.
• Working knowledge of the legal and compliance requirements relevant to customer assistant and duty management activity.

Technical and specialist knowledge

• Online order picking, packing and despatch processes.
• Customer returns and refund processes.
• Inventory management, ISF and floor availability.
• Relevant digital tools and systems.
• Operational safety, confidentiality and escalation routes.

What’s in it for you?

Being part of M&S means playing your part to bring the magic of M&S to our customers every day. This role offers a unique opportunity to shape a new operation, build specialist capability and set the standard for future Omni Hub leadership.

• 20% colleague discount across all M&S products and many third-party brands for you and a member of your household.
• Competitive holiday entitlement, with the potential to buy extra holiday days.
• Discretionary bonus schemes, subject to personal objectives and business performance.
• Defined Contribution Pension Scheme and Life Assurance.
• A tailored induction and access to a wide range of training programmes.
• Perks and discounts through the M&S Choices portal.
• Wellbeing support, including 24/7 Virtual GP and PAM Assist.
• A charity volunteer day for a cause you are passionate about.

Everyone's welcome

M&S is ready to push boundaries and lead the retail industry into a greener, speedier and more inspiring digital era. Marks & Spencer aims to be an inclusive organisation, trusted and admired by colleagues, customers and suppliers.

We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, beginning with recruitment and selection, and we are happy to talk flexible working.