Checkout Team Leader

Customers 
My priority is to give our customers a positive payment experience by ensuring: 

•  The check-out area is in shape as new,
•  Our check-outs are efficiently equipped at all times throughout the day,
•  Co-workers are ready and available to help customers.
•  I ensure that our check-out co-workers have the knowledge, confidence, responsibility, authority and desire to support customer payment and that they achieve this in an efficient and simple way.
•  I am available to support the check-out co-workers when they cannot resolve a customer’s need, dealing positively and quickly with issues raised by our customers.
•  I spend my working time in the check-out area, supporting the check-out co-workers and ensuring customers leave with a positive impression of the IKEA store
•  I follow up on the queuing policy and waiting times in the check-out area and take action to ensure we keep the
  agreed goals.
•  I guide customers to the appropriate check-out.
•  I ensure spot checks are conducted every day, securing proper payment from customers.

 I ensure our store is a safe and secure environment at all times for visitors and co-workers according to IKEA Safety and Security requirements/Local Laws and Standards.
 

Commercial/Business 

• I optimise the relationship with our customers when they are paying for products in order to increase customer  satisfaction and create the desire for them to want to return and shop with us. I do this by: 
• Acting on customer feedback in order to make improvements to our service.
•  Understanding the importance of accurate stock inventory and coaching the check-out co-workers to have this knowledge.
• Working with my manager to identify root cause of recurring problems, agreeing and implementing improved ways of working and following-up to ensure we have been successful in resolving the problem for future customers.
• Where appropriate I work with my colleagues in other functions to implement changes which will improve our customers’ satisfaction.
•  Educating my team to understand the IKEA Concept, and ensuring that they read and use the appropriate manuals and other education tools to help maximise our customers’ shopping experience.
•  Contributing to the check-out action plan and taking ownership for my part in its delivery.
• Ensure that co-workers are aware of business contingency plans when the system is down so that we minimise the effect on our customers shopping experience.
• Deliver a fast and positive payment experience by steering the check-out operation in a cost-efficient, customerfocused and friendly way.

People 

• Through my own example, I actively work to secure the IKEA Culture and Values
• I ensure there is the right number of co-workers in the right place at the right time to run the check-out area successfully.
• I make sure that the agreed schedule for the day is kept.
• I am available to help and support colleagues when needed.
•  I work together with other functions to improve the shopping experience for our customers in order to generate more sales.
•  I value other colleagues’ ways of working and I learn from those who work differently to me.
•  I pass on my knowledge to colleagues and encourage them to do the same.
•  I keep my colleagues informed so that they can perform their roles effectively.
•  I am responsible for my own development and look to my manager to support me in improving my competence.

Financial 
 

• I know our check-out action plan and support the goals and targets given to me by my manager, which ensures the delivery of our action plan.
•  I know our daily and weekly service targets and this drives me to improve our service delivery.
•  I have an overview of the store and customer relations action plans and understand how our action plan supports the achievement of these.
•  I constantly monitor our performance against agreed goals, adapting and taking action when required.
• I understand the impact of my actions on the financial results of my area and know which results I have influence over and how to balance this with the needs of my customers.
•  I follow cash handling procedures to ensure the security of money handling.
•  I look for more effective ways of working to reduce costs.