ashford group services - section 1: the way we work at home 1.pdf · 2014-02-04 · pets at home...
TRANSCRIPT
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54b High Street, Fareham, Hampshire,
PO16 7BG www.ashfordtraining.co.uk
0845 555 6565
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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
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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
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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