LEARNING & DEVELOPMENT AT COSTA COFFEELEARNING AND DEVELOPMENT AT COSTA COFFEE 3 HELLO EVERYONE!...

LEARNING & DEVELOPMENT AT COSTA COFFEE

Brochure 2019

2 LEARNING AND DEVELOPMENT AT COSTA COFFEE

CONTENTSWelcome p3Introduction p4Operational Learning p6Renewals Learning p8Digital Learning p9Support Centre Learning p10Vocational Learning and Qualifications p13Localised Learning p14

DID YOU KNOW?This brochure will be updated online very frequently so please check the online version for future updates.

3LEARNING AND DEVELOPMENT AT COSTA COFFEE

HELLO EVERYONE!Welcome to our Learning Brochure for the coming year

Here at Costa Coffee, the beans are essential, the tech is important and the cups are key, but we’d be nothing without our people. You guys – our team members – are our most important ingredient because you bring the expertise, the ideas and the warmth to everything we do.

We’ve said it before but I’d like to say it again. At Costa Coffee, we encourage trust, and empower our people to feel supported and make their own decisions. And we love a can-do attitude, boldness and the courage to create positive change. You can only do this, of course, with the right skills in place and that’s where learning and development come in.

Some companies spout a lot of froth but don’t back it up in their actions, but at Costa Coffee we’re genuine. We really mean what we say, and we’re committed to our people (you guys!), our customers and our growth plans. That’s why, year after year, we invest over £4 million in learning and development for everyone across the world.

Now is the moment to take advantage of the learning and development opportunities on offer. Do get in touch with any queries.

Laura ChapmanHead of Global Learning and Development


Quality all the time: We’re big but we run a tight ship. With over 1,500 stores, we strive for consistency and certainty in what we do. A robust learning and development platform ensures we all have the knowledge and skills to deliver the service and quality that each and every customer expects. You never know – we might be the UK’s favourite coffee shop for the 10th year running next year!

People power: We know that our people are our most valuable asset and that’s why we want to support you all with the right training and development – and plenty of coffee!

Courage: With learning and development, our team members grow in confidence. There’s nothing like knowing you can do your job well and cope with anything that comes your way.

Come and stay: Keeping people at Costa is key to our growth and success. We work hard to ensure that every team member has the skills and support required to progress. We love nothing more than seeing people who are bold and take on the adventures and journeys that Costa Coffee offers.

A LITTLE BIT OF LEARNING GOES A

LONG WAY

“ There’s nothing like the feeling of knowing you can do your job really well and cope with anything that comes your way”

Bright sparks: Put a load of team members in a learning environment together and you soon have a hotbed of inspiration and innovation. It can also be an opportunity for you to challenge and be challenged by other people’s ideas, often resulting in improved ways to work. Let’s brew this!

Vision

Goal

Knowledge

£ £


CONTACTSIf you have any queries on any courses, please talk to your Line Manager and Learning Partner.

Know yourself: Learning helps us understand ourselves better, identify areas for development, and gives us opportunities to build in those areas.

Our offer: Costa Coffee’s brand is strong and well-defined; our customers know who we are and what we do. Our brand as an employer is just as important to us, and we’re genuine in our commitment to our core values of warmth, trust, courage and passion. Part of our offering as an employer is our learning and development programme and we’re proud that we’re considered by many in the retail sector to be best-in-class.

NOW IS THE MOMENT TO DEVELOP YOUR SKILLS. BROWSE THIS BROCHURE TODAY AND EMBARK ON YOUR NEXT COSTA COFFEE ADVENTURE


BARISTA INDUCTIONWho?New starters in stores.

What?We want to give new starters a solid foundation from which to build and grow. Our Barista Induction online course provides essential skills and knowledge needed to kickstart your passion for Costa and for coffee.

When?Barista Induction is an online programme so available 24 hours a day.

Why?Following a structured plan means that every Barista gets a consistent experience when firing up the Costa steam machine for the first time. The online course means you can access the resources you need when you need them.

How?The course consists of 10 structured learning steps, each containing digital resources and real-world activities to build skills and knowledge. As you progress through each stage,

you’ll keep the conversation flowing with your manager (don’t be afraid to sense check your progress with them so they can provide support when needed). Once you’ve completed the 10 steps, we’ll get you to take part in the Barista Showcase – it’s your time to shine and show your boss your new-found skills!

All new store team members are automatically enrolled on this programme. If you’d like to be enrolled but work in another role, contact the Costa Learning team to see if it’s possible. We offer digital learning via MyCostaLearning and virtual reality learning too!

COFFEE EXCELLENCEWho?Barista Maestros or other members of the store team responsible for and passionate about raising and maintaining coffee standards.

What?Consider yourself a bit of an aficionado? Step forward the coffee geeks out there! This programme will help you impart the very best coffee knowledge to your team, driving your quality up as a result.

When?Coffee Excellence is available on MyCostaLearning.

Why?Team members who have taken this course think it’s been a key factor in improving standards in their store. Whether you’re a slurper, a sipper or a dunker, we all have one thing in common: a love of great coffee.

How?The programme is a blend of digital resources and activities

OPERATIONAL LEARNINGRight, we’re on the frontline. In stores, serving cup after cup of great coffee, offering a warm welcome to everyone who comes through the door. It’s fast, sometimes unpredictable, frequently exhausting but always exciting

DID YOU KNOW?Some core courses are online. Accessible whenever suits you!


to run with your team. There’s an optional workshop on how to diagnose coffee quality issues, provide feedback and coach colleagues to improve results and deliver excellent coffee quality. Access the programme through MyCostaLearning. Please contact the Costa Learning team if you wish to be enrolled but are not a Barista Maestro.

PROGRESSION JOURNEYSWho?Anyone who is looking to progress to a new in-store role.

What?These programmes suit team members who want to progress, either from Barista to Barista Maestro, from Barista Maestro to Assistant Manager, or from Assistant Manager to Store Manager.

When?More information to follow this coming year.

Why?Time for a change? Rather than taking a leap of faith – although we at Costa favour the bold! – why not give yourself the best chance of success by taking one of these courses to help you prepare for your next step?

How?With a multi-stage approach, this course gathers together a collection of resources to help with the technical aspect of the new role, and provides opportunities to stretch your leadership skills. There’s also a robust sign-off process.

To start your next Progression Journey, you need to have completed all safety and legal content and be able to demonstrate competency in your current role and have had a development conversation with your line manager. For some roles you may require sponsorship from your Area Manager, too.

STORE MANAGER INDUCTIONWho?Newly-appointed Store Managers.

What?The Store Manager Induction provides a warm welcome to the Costa family and gives new starters access to tools and resources to help them feel at home and make an impact as quickly as possible.

How?The programme is a blend of online resources and real-world activities. It also includes a truly memorable ‘Welcome to Costa’ day at our world-famous roastery. The day includes group work, a look at Costa’s heritage and the way we work with local and global communities, a tour of the roastery and a coffee-making masterclass.

Newly-appointed external Store Managers are enrolled through MyCostaLearning. Anyone in a different role who wants to take this course should contact Costa Learning.

HOW TO BOOK1. Go to www.mycostalearning.com 2. Search for Welcome to Store Management & Winning Teams3.Find suitable back-to-back dates 4. Select SIGN UP and follow the steps.

STORE MANAGER DEVELOPMENT PROGRAMMEWho?The programme is open to all Store Managers, but those whose stores are scheduled for renewal will be prioritised.

What?The workshop day focuses on three core skillsets: leading and supervising; working with others; and responding and adapting to change. You’ll explore these topics and leave the day with a tailored action plan for making change in your store.

When?Runs all through the year.

Why?Store Managers who’ve done this course have got stunning results in stores: up to 6% higher NPS scores, and friendliness at an all-time high. They also give great feedback about the relevance of this course to their day-to-day working lives and they love the support they get in implementing plans. Surely that’s enough to convince you?!

How?The three-month programme follows a blended learning approach using eLearning modules, a one-day workshop, and 1-2-1 coaching sessions. At the end of the programme, you’ll get the opportunity to showcase your success at an accreditation meeting with your line manager and Learning Partner.

HOW TO BOOK1. Once you’ve been invited to attend, go to the Required Learning section of www.mycostalearning.com 2. Search for: Store Manager Development Programme3. You’ll see two e-learning courses and the workshop 4. Select ‘SIGN UP’ on the workshop which is run by your Learning Partner.

[email protected]

Who?Store teams who have been informed that they are having an amazing Renewal to their store.

What?The course prepares Store Managers by giving them the skills they need to lead their team through the whole process. In addition, the whole store team embarks on a hands-on, team-building day which focuses on squeezing the most potential out of the store in the post-renewal phase.

When?Dates depend on renewal schedules. The programme includes an off-site day for managers, an operations handover day, and an in-store team learning day. For level 1&2 sites, there’s an off-site learning day for store leadership teams and, as part of the wider renewal process, we hold briefing events for Store Managers of planned renewal sites.

Why?This programme sets stores up for success! It helps you clarify your aims and put your dreams of store success into reality. Store Managers will come away from this course with a greater understanding of their team and how they can support them more effectively; and team members will learn more about themselves, their colleagues and their role in Costa, as well as how to work effectively in a team.

How?The programme kicks off with a Store Manager Group Briefing event which is co-facilitated with learning and construction teams in various UK venues. Held six weeks before planned works, the Store Manager leaves this session with an action plan of what needs to happen, and the skills needed to support the team through the change that the renewal brings. For Level 1 & 2 sites, the store leadership team will also attend a workshop during their store closure which includes modules on team leadership and conflict management.

NB: At the time of print, an NSO equivalent programme is currently under review and will be launched in due course.

RENEWALS LEARNINGWe spent a lot of time and energy on our UK&I Renewal Programme a couple of years ago. It’s a huge thing to go through a store renewal phase and we want to give our team members the skills and support they need to maximise the potential it throws up

RENEWAL GROUP BRIEFING REGIONAL EVENTSTORE MANAGERS ONLY Understanding end-to-end Renewal Process and how to manage your team through change

LEVEL 1&2 ONLYTRAINING OFF-SITE STORE MANAGEMENT TEAM Costa Brand & Renewal intro Understanding leadership & your impact on your team and target setting

OPS HANDOVER DAY Getting store stocked, ensuring H&S

compliant, and snagging lists

IN A NUTSHELL

DID YOU KNOW?The course starts six weeks before the store renewal, so be sure to work ahead.

TEAM LEARNING DAYALL TEAM MEMBERS TO ATTEND Includes: Looking through the eyes of

a customer, Service Principles Competitor analysis discussion


DIGITAL LEARNINGIt’s the home of learning for Costa Coffee teams and provides everything from mandatory compliance courses and skills learning to programmes written as part of the Pay for Progression initiative.

Who?Anyone in our Retail Equity, Costa Support Centre and Costa Express teams can use MyCostaLearning.

Why?With over 300,000 course completions so far, MyCostaLearning

supports learners with compliance-based learning such as Information Security Awareness and skills-based learning. Be as brilliant as you can be!

When?Anytime you like!

How? Head over to www.mycostalearning.com on any internet-enabled device. Your username is usually your 8-digit employee number and your password is normally your date of the birth in the format of DDMMYYYY.

IN A NUTSHELL Global access to a clear and consistent learning journey on all devices (PCs, tablets, phones etc)

A robust and efficient platform, which is simple to navigate A suite of reporting tools, and improved tracking and compliancy Innovative learning with relevant and engaging content On-demand, 24/7 learning: team members can overcome their immediate skills and learning barriers quickly High-level visibility of our talent pipeline A reduction in administrative tasks through automated processes.www.mycostalearning.com

DID YOU KNOW?Contact your Learning Partner about learning and development opportunities.


10

LEAD for LeadersWho?Support Centre line managers in B16-B18 grade roles.

What?The course combines holistic managerial skills with leadership support for Costa-specific challenges. Originally written in 2016, it’s been updated to make it relevant to the Costa of today! Sign up and learn how to raise the performance of your team.

When?We’re running three courses this year – in July, August and October. The programmes last four months and are open for booking now.

Why?We know that managers love the opportunity to step away from their busy day-to-day roles and reflect on their leadership and management practice. The content encourages a growth-mindset and we’re confident that everyone will find some stretch material in this bang-up-to-date programme.

How?We use a blended learning approach, combining virtual learning modules and four one-day workshops.

The workshops are interactive and practical, covering self-awareness (Myers Briggs), employee engagement (Gallup), and coaching. The programme also covers communication behaviour (Rackham), the realities of change and the benefits of agility. Every attendee leaves with a comprehensive Personal Development Plan (PDP).

New managers at Costa are selected for this course via their onboarding process and added to a waiting list. If you’ve recently joined Costa (including those TUPE’d as part of our sale to Coca-Cola), you’ll be contacted with information on how to enrol.

LEAD Plus for Senior LeadersWho?Support Centre line managers grades B19-C20.

What?If you’re one of our experienced line managers, who has maybe attended a previous LEAD course, this stretch course for managers could be what you’re looking for to build onyour existing skillset.

LEAD Plus for Senior Leaders focuses on enhancing your personal leadership and management skills and is designed specifically for our business as it is today: proudly owned by Coca-Cola, fast-paced and positive about future opportunities but aware of the challenges of managing in an always-evolving environment.

When?This programme is open for booking and will take place from September. Contact your line manager for information.

Why?Costa is a fast-paced working environment and we want to give our managers time to draw breath, take a step back and reflect on their impact. This me-time, combined with informative psychometric tests (Hogan), expert external coaching and the chance to spend time with other managers in similar roles, combine to create powerful outcomes.

How?Expect a mix of virtual learning, one-day workshops and coaching. A bespoke PDP becomes a useful reference and aide-memoire when back in the work environment.

Four cohorts are planned for this year and new managers will be contacted automatically for this course.

LEAD for Non-Line ManagersWho?This is a new course for B-grade employees who aren’t managers.

What?We’re very excited about this new addition to the LEAD family! When you work in a team, you know very well that influence doesn’t reside solely in line management so we were keen to develop a new version of our popular course for non-managers.

We’re all about stretching attendees’ personal influence and

SUPPORT CENTRE LEARNINGLEAD is our suite of multi-day courses for team members who work in Support Centre roles. There are two courses for line managers, and a newly-created course for non-managers who want to expand their skillset and learn how to create impact, exert influence and find their professional voice

LEARNING AND DEVELOPMENT AT COSTA COFFEE

impact with this course, and giving them tools to find their place at work, an environment that is presenting new challenges and opportunities.

It’s designed to complement development for our line managers, and with it we’re hoping to maximise the potential of both team members and teams.

Why?Taking time to reflect on your impact is never time wasted. This programme will give attendees new insights into where they can tweak their approach to ensure they’re contributing in the most effective way.

When?Course dates for 2019 are July, September and October; LEAD programmes are open for booking now: speak to your line manager for more details.

How?The LEAD for Non-Line Managers course consists of two one-day workshops, a suite of virtual learning modules and well-known psychometric tests by Myers Briggs. Workshops focus on leading the self and influencing the business, and every attendee takes away a tailored and practical PDP at the end which they can use to continue their professional development in the workplace.

This is an open programme which means, once dates are announced, enrolment is available through MyCostaLearning and it’s first-come, first-served.

We recommend that you join a waiting list so you’re contacted once a space becomes available.

Managers’ Library Who?Anyone and everyone!

What?Managers’ Library is an online resource for Costa managers, no matter where you work. There are stacks of topics to browse through and, whether you want to learn something for yourself or help your team learn something new, this is a fantastic resource.

When?We plan to have it ready by the beginning of the summer. Your HR team will tell you when it’s live.

Why?This is a great way to drop in and out of learning as and when you make the time and it’s also totally self-led so just pick something you’re interested in and go for it! From communication skills and project management to tips on how to create a presentation with impact, you’re bound to find something relevant to the tasks on your to-do list.

How?Access is via MyCostaLearning.

11

TELL US ABOUT THE DEVELOPMENT OF YOUR DREAMS!We’ve put together this suite of Support Centre learning opportunities but we need to be fleet of foot and respond to the needs of our exciting business. So, if you recognise a gap in our offering, get in touch with your HR Business Partner and Learning Partner to discuss.


DID YOU KNOW?Book on LEAD courses a month ahead to enable you to complete the preparatory work.

VOCATIONAL LEARNINGAt Costa Coffee, we’re proud of where we are. But there are things we could be doing better and ideas we haven’t come up with yet. If we want to become the world’s best loved coffee brand (we do!) we need to keep innovating so we’re passionate about encouraging new talent into the business taking them with us on the journey

Apprenticeships Who?If you love working at Costa and you want to progress your skills through qualifications, you may be able to enrol on one of our apprenticeship programmes.

We offer a range of subjects from hospitality through to management and leadership, so there’s a choice depending on your background and career path.

When?Retail apprenticeships are available soon and more roles and functions will be available later in 2019.

How?Each programme varies in length from 12 months to four years. The content is delivered through workshops; virtual classroom, online and peer-to-peer learning; and support from an assigned Regional Trainer. The culmination of all your hard work is an assessment leading to a nationally recognised qualification.

If you’re interested in taking on a Costa apprenticeship, the best place to start is by having a chat with your line manager about your areas of interest or particular skillsets, or emailing [email protected] to find out more.

Graduate programmesWho?Our graduate programme is open to internal and external applicants with a bachelor’s degree.

When? We advertise our graduate schemes mid-September on our Costa Careers page, with a start date of the following September.

How?Each graduate scheme at Costa Coffee provides workplace opportunities within certain departments or functions, for example, marketing, finance, etc. Graduates are assigned rotations so they get a broad experience of different parts of the company.

If you have a degree and are interested in a graduate programme at Costa Coffee, check out the Costa Careers page, speak to your line manager or contact [email protected]


“ We offer a range of subjects from hospitality through to management and leadership, so there’s a choice depending on your background and career path”

LOCALISED LEARNINGOur Costa core curriculum of learning provides the right level of support for key stages in the development of our store teams, but a local focus to learning can also add value. We love it when Store Managers come together to learn, align and evolve approaches to specific areas of their role in relation to the region they all know

Who?Localised learning days are opportunities for our Store Managers to come together in their own regions.

What?Check out the In a Nutshell panel below.

When?There are single-day sessions, with pre- and post-session prep work as well. Rolling schedule of dates.

Why?This is a chance for Store Managers to build their skillsets in very specific areas, and at the same time work with colleagues who are facing similar challenges in the same geographical area.

How?The localised learning sessions will be delivered predominantly by regional Learning Partners – they enable us to maintain a consistent approach to supporting in these areas.


IN A NUTSHELL Stand-up catch-ups: running effective team meetings. Learn how to build an engaging meeting into a busy day in store! Building high coffee standards. How to get your team on the case with maintaining – and raising! – brand standards. Understand the Costa Score Card. What influences performance in stores? This session focuses on real-life challenges. Improving NPS. Understand how to create game-changing customer experiences through your teams. Employee engagement. How to build teams that love what they do and create awesome results. Having an effective Personal Development Plan. Design ones for your teams that are effective and sustainable.

LEARNING AND DEVELOPMENT AT COSTA COFFEE 15

www.mycostalearning.com

“We know that our people are our most valuable asset and that’s why we want to

support you all with the right training and development –

and plenty of coffee!”



Brochure 2019

LEARNING & DEVELOPMENT AT COSTA COFFEELEARNING AND DEVELOPMENT AT COSTA COFFEE 3 HELLO EVERYONE!...

Documents

Transcript of LEARNING & DEVELOPMENT AT COSTA COFFEELEARNING AND DEVELOPMENT AT COSTA COFFEE 3 HELLO EVERYONE!...