WHAT IT TAKES TO BE A MANAGER AT TESCOEXCELLENT DELIVERYYou know your stuff and share your knowledge and enthusiasm to support, develop and maintain high standards in all the areas you touch. Because no one tries harder for customers, you come up with simple pragmatic solutions to any problem.

By looking outside of Tesco, you identify fresh ideas, this allows you to innovate and use your creativity to make things better.

When things don’t go to plan, you use this as an opportunity to find out how to improve what we do and quickly take steps to fix the situation.

SUPPORTING CHANGEYou share your ideas to develop and improve the existing operating model to make sure it captures our best and latest thinking; this means we have strong and simple essential processes that reflect business needs. You role model the use and development of these processes and encourage colleagues to do the same.

You identify where our scale and size can be used to best effect, and adapted simply to meet local needs.

You are able to work in changing environments and you use your energy and resilience to keep the momentum going, focusing on what you’re here to achieve. You look out for colleagues to support them to be able to do the same, contributing to a feeling of team spirit and working together across the business to achieve shared success.

MAKING DECISIONS FOR CUSTOMERSYou’re passionate about finding out what matters to customers so you can respond quickly. This gives you confidence to decide what’s right and take calculated risks where it will make things better.

Whatever the challenge, you keep the customer at the heart of what you do, by taking the initiative and using your experience and values to guide you.

1. IMPROVING THE BUSINESS FOR CUSTOMERS

LEADING OTHERS BY BEING YOURSELFYou inspire others because you lead by example and demonstrate your Values in simple day to day actions.

By being brave and letting people know when you see things that are not right; you engage your teams to create simple habits that contribute to a good team spirit.

You take the initiative and support your manager to implement business decisions and goals, you also clearly articulate plans to allow colleagues to see how they too can be part of the success of the team.

By recognising successes large and small every day, you encourage others to do the same and celebrate too. A simple thank you is enough to renew and recharge.

DEVELOPING YOUR TEAMBy listening to your colleagues to understand what matters to them and sharing feedback to support, challenge and celebrate success, you contribute to an environment where people can achieve their potential. You are constantly looking to raise the bar for yourself and your team.

Your managers and team see you as a ‘go to’ person who gets things done with consistency, a sense of fairness and inclusivity. You support colleagues to find ways to get things done more easily.

You clearly and simply communicate objectives and measures of success, and regularly review these with your team to keep everyone on track. You are not afraid to constructively challenge and tackle under performance.

BUILDING RELATIONSHIPSBy making time to build relationships, you reach out across the business and have a network of colleagues who you can call on to support you to deliver and find new ways to improve what matters. This helps you understand the impact of what you do and work collaboratively to deliver results.

LEARNING AND INNOVATIONYou enjoy looking out for the chance to try new ideas, use fresh thinking or to learn something new. You ask for feedback and update your personal development plan often to keep it relevant and meaningful to you. By reviewing your goals you keep on track and look for opportunities to grow.

You encourage others to think differently and create an environment where thoughts and ideas are welcomed.

2. TAKE PEOPLE WITH YOU

3. LIVING THE VALUES

VALUES LED LEADERSHIPYou role-model the Tesco values in all that you do. Colleagues see you being yourself and sharing your passions and enthusiasms - you bring the Tesco values to life in an authentic and personal way.

The values mean different things to everyone, but we know that at their core they mean treating others as you’d like to be treated, demonstrating respect for different views and different people and in return feeling that your contribution, and that of your team, really does matter.

You understand that the way you manage people impacts those around you and that by living the values you create a great place to work for colleagues, customers and communities.

RESILIENCE AND CONFIDENCEYou know the importance of sharing your feelings with colleagues and friends to maintain your balance and energy. You look out for ways to share a smile everyday.

Colleagues see you doing the right thing, both when things are going well and when they are tough.

You look for the chance to use your passion and enthusiasm to get involved in things that you enjoy. You know when things are taking your energy, and make changes to keep a healthy perspective.

AND FINALLY….If you aspire to go further in your career at Tesco, you will need a proven legacy combined with a reputation for working with your colleagues to deliver excellent results and build strong relationships.

You will be able to see the bigger picture and will be willing to go beyond your accountability to make a difference for customers, your team and the business as a whole.

You will know yourself well so you are able to effectively communicate, get things done and build for the future.

Finally remember that the success and growth of Tesco relies on your delivery and that of your team and the colleagues around you.

So listen to customers, colleagues and communities, take time to understand people, deliver your plans and enjoy success together!

I AM: CHECKOUT MANAGER - CHECKOUTS AND SERVICES I WORK FOR: LINE MANAGER

Leads my team to deliver for customers:

• Know my customers and serve them with pride.

• Role model great service, Making Moments Matter. Celebrate success when my team do the same.

• Coach my colleagues to give excellent service and tackle any issues with poor service immediately.

• Celebrate success with my team when excellent service is delivered.

• Consistently deliver I Don’t Queue across each day and week, ensuring the right number of checkouts are open for customers.

• React quickly and professionally to customer queries and complaints.

• Ensure the right mix of checkouts are open including Self Service Checkouts, Scan as You Shop and Express checkouts to meet customer needs.

• Ensure customer facilities are maintained to a high standard throughout the day.

• Coach my team to promote Price Promise to customers.

• Act on Customer Viewpoint and Every Comment Helps feedback to win locally and respond to changing customer needs.

• Review the customer loyalty performance of the store and seeks ways to improve this.

• Participate in Duty Management, making sure all decisions are right for customers.

• Lead and encourage colleagues to participate in community initiatives, establishing our store as an important part of the local community.

Delivers better checkout performance and service:

• Coach my team to be the champions of great service, role modelling What Good Looks Like and providing customers with the best first and last impression of service in the store.

• Build and own the service plan and work with my Team Leaders to deliver this.

• Coach my team to deliver excellent standards on the department, with all equipment available in good working order and with any faults reported.

• Manage the Cash Office operation, reviewing all cash balances and resolving any issues which arise.

• Analyse data to improve I Don’t Queue, till shorts/overs and pricing errors.

• Understand Self Service Checkout and Scan as You Shop performance and how it can be improved.

• Check that the car park is well maintained, trolleys are available and any issues are resolved.

• Manage all shrinkage and security routines for my department, including the lockdown of high shrinkage product areas and storage of security tags.

• Use the Ideal Base Schedule to ensure my team are in the right place, at the right time to deliver routines and serve our customers.

• Deliver and sustain all Business Plan and change activities on time.

• Maintain a legally compliant and safe place to work by ensuring all relevant checks are completed and training is up-to-date for Age Restricted Sales.

Cares about Colleagues by:

• Build capability within my team, ensuring they are trained to do their job.

• Review my teams performance and provide feedback on what they do well and where improvements need to be made.

• Spot talent and develop people for their next role.

• Complete Attendance Reviews and effectively manage colleague attendance and holidays

• Ensure my team have the correct working equipment and uniform to do their jobs.

WHAT I DO I AM A MANAGER WHO:

IMPRO

VES T

HE BU

SINES

S FOR

CUST

OMERS

HOW I DO IT MY UNIQUE CONTRIBUTION INVOLVES:

TAKE P

EOPLE

WITH

YOU

Collaboration: Working together across the business to achieve shared success.

In my role: I talk to my colleagues, sharing knowledge, experience and best practise. I create a team spirit in my department and have a network that stretches beyond my store.

Empathy: Building strong relationships with customers and colleagues.

In my role: I am warm and welcoming with colleagues and customers – putting people at the heart of everything that I do. I take time to see, hear and recognise others, building strong relationships.

Responsiveness: Being agile in the way you think, make decisions and handle change.

In my role: I act quickly, making decisions based on what is right for colleagues and customers. I thrive on change and take people with me to deliver it.

Resilience: Knowing your own sources of energy and keeping yourself fit for life.

In my role: I have energy and drive to deliver beyond expectation. My colleagues see me doing the right thing both when everything is going well and when times are tough. I know how to be at my best.

Innovation: Keeping your eyes open so you can lead the business for the future.

In my role: I keep my eyes open looking for opportunities to improve my department and store. I share my ideas and encourage my colleagues to do the same.

OUR CUSTOMERS

WHAT

MATTE

RSOUR COLLEAGUES OUR COMMUNITIES

• Everything they need, made better and easier.

• Outstanding value for everyone.

• Advice, inspiration and a smile.

• An easy, seamless, personalised experience.

• A thank you.

• Being proud of what we do.

• Creating a great place to work: happy, honest and inspiring.

• Providing us opportunities for us all to be at our best.

• Building relationships based on shared values and respect.

• Where we all contribute, make a difference and can be ourselves.

• Creating new opportunities for young people, wherever we are in the world.

• Reversing the trend in obesity, in all our markets.

• Leading the industry in cutting our food waste.