Tesco Stores LTD
April 2008 — September 2011
Joining TESCO as part of the new store opening team, myself and four other duty managers recruited and trained 250 members of staff, taking our own teams into the new build and merchandising and preparing the store for its launch. An absolutely amazing experience to take a team from the interview stage in an external office, to opening day and a £500k opening week of sales. On appointment I was Home and electrical manager, with two team leaders and a permanent staffing of 25 (with a further 25 temporary staff on opening) and accountable for the merchandising, replenishment and KPI delivery across the sales floor. Working in line with tesco trade priorities and our own unique store displays, myself and my team were responsible for achieving the company customer promises on a daily basis and when audited by our mystery shopper. (availability, service, queuing time, pricing, accessibility). Technical specialists within the electrical team, were trained with brand specific knowledge, to deliver sales on electrical goods including PC Guys our specialist computer team. Staff attended company conferences to see the latest technology being launched and I dealt directly with top brand representatives to ensure the brand was well represented Instore.
As Duty manager I held the accountability for the store when on call, ensuring each of the stores areas was operating safe and legally, and delivering the customer promises and store KPIs. Reviewing the shop floor throughout the trading day, analysing the daily sales figures (against previous day, week, year) reviewing our wastage and losses, ensuring the store was trading safe and legally with pricing, cash and food safety checks all completed when appropriate and daily audits completed by the department managers and those audits checked and accounted for by myself. Crisis management trained, I took the accountability for fire alarms/drills and audits, security breaches and procedures and power failures (etc) ensuring the safety of staff and customers and minimising loss via criminal activity, whilst on Duty. Communicating with the whole management team twice daily at our management meeting Team 5, then rolling out the action points from my store walk to the teams.
As department manager Myself and my two supervisors delivered all our staffs safe and legal training, department training, performance and absence management, holiday planning and bank holiday staffing, company performance reviews, new starter reviews, return to work programs and occupational health, staff rotas and payroll, safe and legal checks and department audits, delivering department key performance indicators and reviewing the sales floor and trade patterns daily. As a duty manager I also supported the store manager with the company disciplinary and grievance procedure implementation, planning with the team, to ensure best practise and correct process, should the need to issue any sort of disciplinary action be required. Professional and organised to ensure the store didn't suffer any unnecessary disruption when issues arose. My law diplomas and love of Human resources proved to be extremely useful In store, and a great resource for fulfilling the new responsibilities this role had brought, compared to previous management posts.
On return from maternity leave I was appointed as customer service manager where I became accountable for the stores front end services; checkouts, customer service desk, cash office, staff restaurant and customer service coaching. My role became a lot more compliance focused as a manager, with the stores pence per thousand loss my main focus key performance indicators, with more audits and investigations to complete, whilst ensuring the best standard of service was delivered at all our cash desks and checkouts. Safe and legal checks were completed daily, with continual auditing of transactions, balances and records. Ensuring accurate Daily processing in the cash office and the subsequent banking of takings by operating an efficient, secure cash office was a key day to day duty. I ensured I completed the operator training in the cash office so to understand where problems may occur and eradicate any likelihood of a processing error causing a chargeback to store, therefore protecting my KPIs. I take pride in leading from the front and completed my training for every role in the department to work shoulder to shoulder with the team to deliver the department to the best possible standard.