Ashford Group Services - Section 1: The way we work at Home 1.pdf · 2014-02-04 · Pets at Home...
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For the development and production of all your training materials. Effic ient, frie ndly, flexible and f ast. 54b High Street, Fareham, Hampshire, PO16 7BG www.ashfordtraining.co.uk 0845 555 6565 4 5 2007 Turnover hits £350m. First store with a mezzanine floor opens in St Helens. Pets at Home launches Own Label. The 200th store opens in Barnstaple, Devon. Pets at Home wins Retail Week’s Speciality Retailer of the Year award. Boutique range successfully launched. Pets at Home launches new website featuring online shopping (www.petsathome.com). UK stores now reach 220. Pets at Home voted Employer of the Year in Retail Bulletin’s ‘People in Retail’ awards. Support Office expansion takes place. 2008 2009 Pets at Home launches national TV advertising campaign. Reptile and chicken ranges successfully introduced. Launch of Charity Day leave for all colleagues. Flagship store in Raynes Park refitted. The 250th store opens. Retail Week Speciality Retailer Award. Cubs Partnership and launch of Pets at Home badge. Companion care open their 60th vets. 2010 2011 Sunday Times Top 100 Retailer 2010 and 2011. Local stores launched. Opened 300th store in Salford. 5000 colleagues and growing! Pets at Home 2nd Distribution Centre opens (SDC) Sunday Times 2nd best Company to work for in the UK. Pets at Home open first office in Hong Kong. 2012 Pets at Home founded by Anthony Preston. First store opens in Chester, UK. 1991 1994 Pets at Home takes its first £1m sales in a week. First phase of development of Stanley Green Support Office begins. Pets at Home acquires PetSmart in the UK, bringing the chain to 144 stores. Companion Care in-store vet practices introduced, with full service including 24-hour emergency call-out. 1999 2000 Pets at Home takes its first £5m sales in a week. Pets at Home Distribution Centre (NDC) opens. 2003 2004 European private equity firm, Bridgepoint, acquires Pets at Home in a deal with a total enterprise value of £230m. UK stores now number 172. Pets at Home launch own label range. Apollo store refit programme launched. Pets at Home launches Support Adoption scheme in selected stores to offer abandoned pets a second chance of happiness. Pets at Home opens aquatic centres with a marine offer. NDC completes warehouse expansion. 2006 Pets at Home: The story so far 6 7 Pets at Home today • With over 300 stores across the UK, Pets at Home offers the ultimate pet shopping experience. It really is a paradise for pets and owners – we have all the food, toys and accessories they need at great value prices. • Our colleagues are fully trained in pet care and dedicated to the welfare of animals. So, whether the customer is a new owner or an expert, we are on hand to help them make the right choices. We also have a fantastic range of free informative care sheets, offering lots of pet care advice, for customers to take away. • You help make shopping fun for our customers and their families! The majority of stores have aquaria with coldwater and tropical fish, and for our furry friends there’s a special Bunny Village where kids and adults alike can enjoy watching guinea pigs and rabbits hop about. • Many of our larger stores have Groom Rooms and even state-of-the-art Companion Care veterinary surgeries. Parking is free and convenient and there’s a carry-to-car service. It really is a one-stop shopping experience! • In recognition of our achievements we have won numerous awards for being a great place to shop and an amazing place to work! • Since 2010 we have been named by the Sunday Times as one of the Top employers in the UK. • Some of our previous awards include: − Retail Week Speciality Retailer of the year. − Retail Bulletin Employer of the year. − Retail Week Customer Service Initiative of the year. − Best Companies accreditation since 2008. − Top 25 Best Company to work for 2011/12. • We’re committed to responsible pet ownership. Our trained store colleagues will spend time with customers to make sure that they choose the best pets to suit their own and the animals’ lifestyles. By matching owners and pets, we hope to ensure a long and happy relationship. • Our colleagues at the Support Office and Distribution Centres (DC’s) make sure that our store colleagues have everything they need to do their job effectively. Pay attention, this is serious stuff! In this section of your Colleague Handbook you’ll find the main terms and conditions of employment with Pets at Home which apply to everyone. If there’s a difference between the terms and conditions of employment in your offer letter, your schedule of terms and conditions, and those in this handbook, the details in your schedule of terms and conditions and offer letter take precedence. Throughout this handbook you’ll see references to more detailed information, such as policies, either in our range of booklets, Pets at Home noticeboards or the website. Your manager can access the Store Back Office which contains further details of: • Recruitment guidelines. • Disciplinary and grievance procedures. • Absence guidelines. • Maternity, paternity and adoption leave, and carer responsibilities. • Review guidelines. Contents of this section Starting your career with us 8 Your salary and other money matters 9 Benefits, treats and other extras 11 Support Adoption For Pets 15 Charity Day Leave 16 Support Adoption Lottery 16 Retail Trust 16 Expenses 16 Change to personal details 16 Hours of work 17 On holiday 19 Training – a commitment on both sides 22 Looking good…? 22 Care of company property 23 Housekeeping 25 Employment outside the company 25 When you’re not in the workplace… 26 Data Protection Act 27 Breaking up is hard to do… 29 Code of Ethics and Business Conduct 30 Accepting or giving gifts 30 Anti-Bribery Policy 30 Section 1: The way we work 30 31 Code of Ethics and Business Conduct Accepting or giving gifts In general the company does not believe that it’s appropriate for colleagues to accept gifts from, or give gifts to customers, suppliers, or anyone else with whom we have (or might have) business connections. This is because accepting or giving a gift could influence your business actions and decisions – or it could look that way, no matter how innocent the situation is. Your actions might conflict with our objectives or our business integrity. What’s more, never ask for (or hint at) gifts or other free things from anyone, and never suggest that favours might be exchanged. You can, however, seek donations for Support Adoption – provided you abide by the guidelines. You can find further details of our code of conduct and business ethics on www.storebackoffice.com Anti-Bribery Policy It is our policy to conduct all of our business in an honest and ethical manner. We take a zero- tolerance approach to bribery and corruption and are committed to acting professionally, fairly and with integrity in all our business dealings and relationships wherever we operate. As a result, we have adopted an anti-bribery policy which can be found on www.storebackoffice.com. The policy forms part of your contract of employment but it may be amended at any time. Any breach of the policy will be taken seriously and may result in disciplinary action. Pets at Home is a fast-growing company and we need lots of talented people to fill the many jobs we create every year. Once you’ve started your job, your manager will explain what training and assessment we’ll use to help you get it right first time. We believe in continued development – we can only remain the number one pet specialist by having great training available for all colleagues, whether it’s in-store, Support Office or Distribution. That’s why we’ve invested heavily in the development of the Pets at Home Training Academy. As a Pets at Home colleague, you are also a student of the Pets at Home Academy. The Academy promotes not only the individual personal development that results from colleagues developing skills, but also the knock- on effects that benefit our store teams, our customers and their pets. In short, we believe that your job should give something back to you – and job satisfaction makes you happy. During your induction you’ll agree the short-term targets for your first few weeks; you’ll find out who will be helping you learn all about your role, and how your performance will be measured. Your responsibility is to apply yourself – and take full advantage of the opportunity to learn. If you’re in a store you’ll immediately join the Steps to Success programme and receive your first Step pack. Learning is a treasure that will follow its owner everywhere. Chinese proverb Contents of this section Our colleague career path 32 Our management career path 33 Reviewing your performance and managing your development 37 Review and personal development plan 37 Specialist courses 38 Career progression 38 Support Office structure 38 Section 2: The Pets at Home Academy 57 56 A shop seems like a pretty safe place to work, doesn’t it? The worst you might expect is a paper cut or a nip from an over-excited pet. However, there are quite a number of major injuries to retail and wholesale workers, mainly from slips and falls and manual handling incidents. The last thing you should do is assume nothing will happen to you. Distribution centres present a number of hazards that can be very serious and even in the apparent safety of an office environment hazards exist. So we’re committed to achieving the highest standards of health, safety and welfare for colleagues and customers, and we devote considerable resources to achieving these aims. In return, please ensure that you work safely, don’t endanger anyone else who may be affected by your work or actions, and take your Health and Safety responsibilities seriously. Because your safety is a serious matter. Contents of this section Health and Safety at Work 57 Valuing your Health and Safety 58 Everyone has a role to play in keeping the work environment safe 59 Health and safety management system 60 Public safety 60 Reporting accidents 61 Reporting defects 62 If there’s a fire 62 First aid 62 Personal protective equipment 62 Safety training 63 Special risk assessments 63 Spillages (slips and trips) 64 Safe lifting and shifting 64 Working at height (using stepladders safely) 65 Enforcing good working practice 65 Activity inspections 65 Working with pets and grooming 66 Your Health and Safety training record 66 Section 4: Keeping you safe and well Health and Safety at Work Our Health and Safety at Work policy is brief but clear and you’ll find it on the noticeboard in your colleague room or canteen. Read it and ask your manager any questions you may have. Office gossip… If you thought catching a few aquarium fish for a customer was tricky, spare a thought for deep-sea fishing crews. Theirs is the most dangerous job in Britain – they’re 50 times more likely to die at work than other professionals. You’ll cover Health and Safety in more detail as part of your training but here we look at a few key areas. We have three important documents for stores: • What are the risks? – Risk assessment manual (completed document available in the office). • Health and Safety Policies and Procedures manual (available on Back Office). • Fire and Store Plan risk assessment (located on noticeboards and Back Office). If we update the content of these documents, we’ll tell everyone about the changes. You can raise any concerns or make suggestions through your manager or the Health and Safety committee. Health and Safety reporting We can reduce any hazards with good monitoring on what happens in the workplace to establish proactive measures to prevent incidents and accidents. We have a number of ways in which we gather this information: • Immediately raise concerns with your manager. • Retail Premises Health and Safety Checklist – stores complete this and return it to Support Office once a quarter. • Firechecks and alarm tests. • Check on housekeeping standards, that floors are clear of spillages, etc. • Immediate accident reporting for both customer and employee accidents. • Loss Prevention Audit – Health and Safety section. Store-specific information We must identify and record any risks in the workplace so we can explain them to the team and reduce them to a minimum. This means each store holds: • A general risk assessment for all areas. • Individual risk assessments for young persons (under 18 years) and new and expectant mothers. • Fire risk assessments for the site. • Manual handling assessments. • COSHH (Control of Substances Hazardous to Health) assessments and data sheets where applicable. Colleague Handbook Client Pets at Home Project Colleague Handbook
Transcript of Ashford Group Services - Section 1: The way we work at Home 1.pdf · 2014-02-04 · Pets at Home...
For the development and production of all your
training materials.
Efficient, friendly, flexible and fast.
54b High Street, Fareham, Hampshire,
PO16 7BG www.ashfordtraining.co.uk
0845 555 6565
4
5
2007 Turnoverhits£350m.
FirststorewithamezzanineflooropensinStHelens.
PetsatHomelaunchesOwnLabel.
The200thstoreopensinBarnstaple,Devon.
PetsatHomewinsRetailWeek’sSpecialityRetaileroftheYearaward.
Boutiquerangesuccessfullylaunched.
PetsatHomelaunchesnewwebsitefeaturingonlineshopping(www.petsathome.com).
UKstoresnowreach220.
PetsatHomevotedEmployeroftheYearinRetailBulletin’s‘PeopleinRetail’awards.
SupportOfficeexpansiontakesplace.
2008
2009 PetsatHomelaunchesnationalTVadvertisingcampaign.
Reptileandchickenrangessuccessfullyintroduced.
LaunchofCharityDayleaveforallcolleagues.
FlagshipstoreinRaynesParkrefitted.
The250thstoreopens.
RetailWeekSpecialityRetailerAward.
CubsPartnershipandlaunchofPetsatHomebadge.
Companioncareopentheir60thvets.
2010
2011 SundayTimesTop100Retailer2010and2011.
Localstoreslaunched.
Opened300thstoreinSalford.
5000colleaguesandgrowing!
PetsatHome2ndDistributionCentreopens(SDC)
SundayTimes2ndbestCompanytoworkforintheUK.
PetsatHomeopenfirstofficeinHongKong.
2012
PetsatHomefoundedbyAnthonyPreston.Firststoreopensin
Chester,UK.
1991
1994 PetsatHometakesitsfirst£1msalesinaweek.
FirstphaseofdevelopmentofStanleyGreenSupportOfficebegins.
PetsatHomeacquiresPetSmartintheUK,bringingthechainto144stores.
CompanionCarein-storevetpracticesintroduced,withfullserviceincluding
24-houremergencycall-out.
1999
2000 PetsatHometakesitsfirst£5msalesinaweek.
PetsatHomeDistributionCentre(NDC)opens. 2003
2004 Europeanprivateequityfirm,Bridgepoint,acquiresPetsatHomeinadealwithatotalenterprisevalueof£230m.
UKstoresnownumber172.
PetsatHomelaunchownlabelrange.
Apollostorerefitprogrammelaunched.
PetsatHomelaunchesSupportAdoptionschemeinselectedstorestoofferabandonedpetsasecond
chanceofhappiness.
PetsatHomeopensaquaticcentreswithamarineoffer.
NDCcompleteswarehouseexpansion.
2006
Pets at Home: The story so far
6 7
Pets at Home today• Withover300storesacrosstheUK,Pets
atHomeofferstheultimatepetshoppingexperience.Itreallyisaparadiseforpetsandowners–wehaveallthefood,toysandaccessoriestheyneedatgreatvalueprices.
• Ourcolleaguesarefullytrainedinpetcareanddedicatedtothewelfareofanimals.So,whetherthecustomerisanewowneroranexpert,weareonhandtohelpthemmaketherightchoices.Wealsohaveafantasticrangeoffreeinformativecaresheets,offeringlotsofpetcareadvice,forcustomerstotakeaway.
• Youhelpmakeshoppingfunforourcustomersandtheirfamilies!Themajorityofstoreshaveaquariawithcoldwaterandtropicalfish,andforourfurryfriendsthere’saspecialBunnyVillagewherekidsandadultsalikecanenjoywatchingguineapigsandrabbitshopabout.
• ManyofourlargerstoreshaveGroomRoomsandevenstate-of-the-artCompanionCareveterinarysurgeries.Parkingisfreeandconvenientandthere’sacarry-to-carservice.Itreallyisaone-stopshoppingexperience!
• Inrecognitionofourachievementswehavewonnumerousawardsforbeingagreatplacetoshopandanamazingplacetowork!
• Since2010wehavebeennamedbytheSundayTimesasoneoftheTopemployersintheUK.
• Someofourpreviousawardsinclude:
− RetailWeekSpecialityRetaileroftheyear.
− RetailBulletinEmployeroftheyear.
− RetailWeekCustomerServiceInitiativeoftheyear.
− BestCompaniesaccreditationsince2008.
− Top25BestCompanytoworkfor2011/12.
• We’recommittedtoresponsible pet ownership.Ourtrainedstorecolleagueswillspendtimewithcustomerstomakesurethattheychoosethebestpetstosuittheirownandtheanimals’lifestyles.Bymatchingownersandpets,wehopetoensurealongandhappyrelationship.
• OurcolleaguesattheSupportOfficeandDistributionCentres(DC’s)makesurethatourstorecolleagueshaveeverythingtheyneedtodotheirjobeffectively.
Pay attention, this is serious stuff! InthissectionofyourColleagueHandbookyou’llfindthemaintermsandconditionsofemploymentwithPetsatHomewhichapplytoeveryone.
Ifthere’sadifferencebetweenthetermsandconditionsofemploymentinyourofferletter,yourscheduleoftermsandconditions,andthoseinthishandbook,thedetailsinyourscheduleoftermsandconditionsandofferlettertakeprecedence.
Throughoutthishandbookyou’llseereferencestomoredetailedinformation,suchaspolicies,eitherinourrangeofbooklets,PetsatHomenoticeboardsorthewebsite.YourmanagercanaccesstheStoreBackOfficewhichcontainsfurtherdetailsof:• Recruitmentguidelines.• Disciplinaryandgrievanceprocedures.• Absenceguidelines.• Maternity,paternityandadoptionleave,and
carerresponsibilities.• Reviewguidelines.
Contents of this sectionStartingyourcareerwithus 8
Yoursalaryandothermoneymatters 9
Benefits,treatsandotherextras 11
SupportAdoptionForPets 15
CharityDayLeave 16
SupportAdoptionLottery 16
RetailTrust 16
Expenses 16
Changetopersonaldetails 16
Hoursofwork 17
Onholiday 19
Training–acommitmentonbothsides 22
Lookinggood…? 22
Careofcompanyproperty 23
Housekeeping 25
Employmentoutsidethecompany 25
Whenyou’renotintheworkplace… 26
DataProtectionAct 27
Breakingupishardtodo… 29
CodeofEthicsandBusinessConduct 30
Acceptingorgivinggifts 30
Anti-BriberyPolicy 30
Section 1: The way we work
30 31
Code of Ethics and Business Conduct
Accepting or giving giftsIngeneralthecompanydoesnotbelievethatit’sappropriateforcolleaguestoacceptgiftsfrom,orgivegiftstocustomers,suppliers,oranyoneelsewithwhomwehave(ormighthave)businessconnections.
Thisisbecauseacceptingorgivingagiftcouldinfluenceyourbusinessactionsanddecisions–oritcouldlookthatway,nomatterhowinnocentthesituationis.Youractionsmightconflictwithourobjectivesorourbusinessintegrity.
What’smore,neveraskfor(orhintat)giftsorotherfreethingsfromanyone,andneversuggestthatfavoursmightbeexchanged.
Youcan,however,seekdonationsforSupportAdoption–providedyouabidebytheguidelines.
Youcanfindfurtherdetailsofourcodeofconductandbusinessethicsonwww.storebackoffice.com
Anti-Bribery PolicyItisourpolicytoconductallofourbusinessinanhonestandethicalmanner.Wetakeazero-toleranceapproachtobriberyandcorruptionandarecommittedtoactingprofessionally,fairlyandwithintegrityinallourbusinessdealingsandrelationshipswhereverweoperate.
Asaresult,wehaveadoptedananti-briberypolicywhichcanbefoundonwww.storebackoffice.com.Thepolicyformspartofyourcontractofemploymentbutitmaybeamendedatanytime.Anybreachofthepolicywillbetakenseriouslyandmayresultindisciplinaryaction.
PetsatHomeisafast-growingcompanyandweneedlotsoftalentedpeopletofillthemanyjobswecreateeveryyear.Onceyou’vestartedyourjob,yourmanagerwillexplainwhattrainingandassessmentwe’llusetohelpyougetitrightfirsttime.
Webelieveincontinueddevelopment–wecanonlyremainthenumberonepetspecialistbyhavinggreattrainingavailableforallcolleagues,whetherit’sin-store,SupportOfficeorDistribution.That’swhywe’veinvestedheavilyinthedevelopmentofthePetsatHomeTrainingAcademy.AsaPetsatHomecolleague,youarealsoastudentofthePetsatHomeAcademy.
TheAcademypromotesnotonlytheindividualpersonaldevelopmentthatresultsfromcolleaguesdevelopingskills,butalsotheknock-
oneffectsthatbenefitourstoreteams,ourcustomersandtheirpets.Inshort,webelievethatyourjobshouldgivesomethingbacktoyou–andjobsatisfactionmakesyouhappy.
Duringyourinductionyou’llagreetheshort-termtargetsforyourfirstfewweeks;you’llfindoutwhowillbehelpingyoulearnallaboutyourrole,andhowyourperformancewillbemeasured.Yourresponsibilityistoapplyyourself–andtakefulladvantageoftheopportunitytolearn.
Ifyou’reinastoreyou’llimmediatelyjointheStepstoSuccessprogrammeandreceiveyourfirstSteppack.
Learning is a treasure that will follow its owner everywhere.
Chineseproverb
Contents of this sectionOurcolleaguecareerpath 32
Ourmanagementcareerpath 33
Reviewingyourperformanceandmanagingyourdevelopment 37
Reviewandpersonaldevelopmentplan 37
Specialistcourses 38
Careerprogression 38
SupportOfficestructure 38
Section 2: The Pets at Home Academy
5756
Ashopseemslikeaprettysafeplacetowork,doesn’tit?Theworstyoumightexpectisapapercutoranipfromanover-excitedpet.
However,therearequiteanumberofmajorinjuriestoretailandwholesaleworkers,mainlyfromslipsandfallsandmanualhandlingincidents.Thelastthingyoushoulddoisassumenothingwillhappentoyou.
Distributioncentrespresentanumberofhazardsthatcanbeveryseriousandevenintheapparentsafetyofanofficeenvironmenthazardsexist.
Sowe’recommittedtoachievingthehigheststandardsofhealth,safetyandwelfareforcolleaguesandcustomers,andwedevoteconsiderableresourcestoachievingtheseaims.
Inreturn,pleaseensurethatyouworksafely,don’tendangeranyoneelsewhomaybeaffectedbyyourworkoractions,andtakeyourHealthandSafetyresponsibilitiesseriously.Becauseyoursafetyisaseriousmatter.
Contents of this sectionHealthandSafetyatWork 57
ValuingyourHealthandSafety 58
Everyonehasaroletoplayinkeepingtheworkenvironmentsafe 59
Healthandsafetymanagementsystem 60
Publicsafety 60
Reportingaccidents 61
Reportingdefects 62
Ifthere’safire 62
Firstaid 62
Personalprotectiveequipment 62
Safetytraining 63
Specialriskassessments 63
Spillages(slipsandtrips) 64
Safeliftingandshifting 64
Workingatheight(usingstepladderssafely) 65
Enforcinggoodworkingpractice 65
Activityinspections 65
Workingwithpetsandgrooming 66
YourHealthandSafetytrainingrecord 66
Section 4: Keeping you safe and well
Health and Safety at WorkOurHealthandSafetyatWorkpolicyisbriefbutclearandyou’llfinditonthenoticeboardinyourcolleagueroomorcanteen.Readitandaskyourmanageranyquestionsyoumayhave.
Office gossip…Ifyouthoughtcatchingafewaquariumfishforacustomerwastricky,spareathoughtfordeep-seafishingcrews.TheirsisthemostdangerousjobinBritain–they’re50timesmorelikelytodieatworkthanotherprofessionals.
You’llcoverHealthandSafetyinmoredetailaspartofyourtrainingbutherewelookatafewkeyareas.Wehavethreeimportantdocumentsforstores:
• Whataretherisks?–Riskassessmentmanual(completeddocumentavailableintheoffice).
• HealthandSafetyPoliciesandProceduresmanual(availableonBackOffice).
• FireandStorePlanriskassessment(locatedonnoticeboardsandBackOffice).
Ifweupdatethecontentofthesedocuments,we’lltelleveryoneaboutthechanges.YoucanraiseanyconcernsormakesuggestionsthroughyourmanagerortheHealthandSafetycommittee.
Health and Safety reporting
Wecanreduceanyhazardswithgoodmonitoringonwhathappensintheworkplacetoestablishproactivemeasurestopreventincidentsandaccidents.Wehaveanumberofwaysinwhichwegatherthisinformation:
• Immediatelyraiseconcernswithyourmanager.
• RetailPremisesHealthandSafetyChecklist–storescompletethisandreturnittoSupportOfficeonceaquarter.
• Firechecksandalarmtests.
• Checkonhousekeepingstandards,thatfloorsareclearofspillages,etc.
• Immediateaccidentreportingforbothcustomerandemployeeaccidents.
• LossPreventionAudit–HealthandSafetysection.
Store-specific information
Wemustidentifyandrecordanyrisksintheworkplacesowecanexplainthemtotheteamandreducethemtoaminimum.Thismeanseachstoreholds:
• Ageneralriskassessmentforallareas.
• Individualriskassessmentsforyoungpersons(under18years)andnewandexpectantmothers.
• Fireriskassessmentsforthesite.
• Manualhandlingassessments.
• COSHH(ControlofSubstancesHazardoustoHealth)assessmentsanddatasheetswhereapplicable.
Colleague Handbook
Client Pets at Home Project Colleague Handbook
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