Identify the roles of three different people at John Lewis in the Sales Department
Identify the roles of three different people at John Lewis in the Sales Department
We asked the Caroline O'Donovan the Human Resources Training Manager to tell us about three different jobs in the same department. Here is the information she gave us.
John Lewis is run on certain 'Principles' that all staff have to keep to:
* By a clear understanding of what the employer expect of them and what there duties are.
* commutate clearly and regularly to ovoid misunderstandings.
* Know they rites and responsibilities within the business - this is what they are entitled to and what they must take responsibility for.
Purpose
The Partnership's ultimate purpose is the happiness of all its members, through their worthwhile and satisfying employment in a successful business. Because the Partnership is owned in trust for its members, they share the responsibilities of ownership as well as its rewards - profit, knowledge and power.
Power
Power in the Partnership is shared between three governing authorities, the Central Council, the Central Board and the Chairman.
Profit
The Partnership aims to make sufficient profit from its trading operations to sustain its commercial vitality, to finance its continued development and to distribute a share of those profits each year to its members, and to enable it to undertake other activities consistent with its ultimate purpose.
Members
The Partnership aims to employ people of ability and integrity who are committed to working together and to supporting its Principles. Relationships are based on mutual respect and courtesy, with as much equality between its members as differences of responsibility permit. The Partnership aims to recognise their individual contributions and reward them fairly.
Job Descriptions
These are the details of what an employee is expected to do at John Lewis. People are given a job description when they apply for a job so they know what they are applying for.
At John Lewis the job descriptions include:
* Job Title
* Who they are responsible to
* Status eg, Non-management
* Main purpose
* Job responsibilities
John Lewis do not use person specifications. These state the personal qualities and qualifications that the applicants need to do the job. John Lewis say they discuss these things but do not give them out to staff as official documents.
At John Lewis jobs are split into sales or non-sales jobs. In the selling department there are actually four different levels of jobs:
. Assistant Sales Cashier
2. Sales Cashier
3. Section Manager
4. Selling Department Manager
The three jobs we are looking at are Sales Cashier, Section Manager and Selling Department Manager. As the jobs get higher up the scale there are more responsibilities to that job.
. Job title: Sales Cashier-sports equipment department
Responsible to: Department Manager
Status: Non-Management
I have chosen the sports equipment store to do my project on. The job description( in italics) is what has been set for the staff and the meaning next to it(non italics):
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. Assistant Sales Cashier
2. Sales Cashier
3. Section Manager
4. Selling Department Manager
The three jobs we are looking at are Sales Cashier, Section Manager and Selling Department Manager. As the jobs get higher up the scale there are more responsibilities to that job.
. Job title: Sales Cashier-sports equipment department
Responsible to: Department Manager
Status: Non-Management
I have chosen the sports equipment store to do my project on. The job description( in italics) is what has been set for the staff and the meaning next to it(non italics):
* Provide courteous and informed customer service and sell the merchandise by knowing the stock and relating it to customer needs. This means that the partners in that department will have to know all of the stock what product is best for a peculiar purpose and what's the best product for the customers. (Not meaning the most expensive product). If the member of staff is slightly unsure which is the best product then he/she will get another member who would Know.
* To maintain the housekeeping standards of the department by keeping the fixtures and displays clean and well stocked with a balanced assortment. This means that the partners will have to keep a regular check on the stock and make sure when one is sold the same item is replaced on the shelf. Also to check equipment is not tampered with.
* To complete monetary and credit transactions within procedure outlined in 'Instruction for the use of Cash Registers'
* To maintain the housekeeping standards of the department by keeping the fixtures and displays. clean and well stocked with a balanced assortmen.t
* To assist with the preparation and execution of stocktaking
*
* To maintain security of cash, cash registers, sales checks and stock within the department. This is to have a partner always around the tills so that nothing will happen. Be aware of shoplifters.
* To observe the Partnership's written rules and regulations particularly in relation to general behaviour to colleagues, customers and others, standards of dress, security, stock handling, discount, fire and emergency procedures.
* To carry out duties required regularly or occasionally, according to the circumstances and guidance of the Department Manager.
* Benefits: £5 - £6 per hour depending on experience
2. Job title: Section Manager
Responsible to Department Manager
Main Purpose To assist in the management of the department by planning, organising and supervising the activities of the team; to ensure a high standard of service is maintained at all times.
. Plan organise and supervise the activities of the team.
(a) Plan and manage office floor cover.
(b) Organise priorities and allocate tasks to match resources.
(c) Review task completion against task allocation.
(d) Coach on work performance to Partners.
(e) Plan organise and supervise exceptional events as directed e.g. Stocktaking and Clearance.
2. Ensure Partners advise and sell to customers.
(a) Monitor Partners' selling skills.
(b) Monitor Partners' produce knowledge.
(c) Encourage promotion of customer services.
3. Contribute to developing and maintaining customer service.
(a) Develop and maintain positive relationships with customers.
(b) Investigate and deal with customer complaints.
(c) Control the procedure for dealing with complaints.
(d) Maintain the Partnership's trading policy.
(e) Identify, suggest and implement improvements to customer service.
4. Evaluate and monitor the receipt of payments from customers for goods and services.
(a) Evaluate takings practices and procedures,
(b) Monitor takings practices and processes at cash point.
5. Contribute to the continuous improvement of the department
(a) Identify opportunities for solving problems and improving the department.
(b) Recommend improvements for the department.
Contribute to the implementation of improvements to the department.
6. Present and promote stock
Maintain Partnership's display and merchandise standards.
Organise, monitor and evaluate promotions of stock to increase sales.
(c) Organise, monitor and evaluate the display of stock.
7. Maintain the availability of stock
(a) Maintain stock availability.
(b) Recommend measures to improve stock availability.
(c) Monitor and assess stock levels against requirements.
8. Supervise the receipt and storage of goods
(a) Supervise, organise and maintain stockholding areas.
(b) Monitor and maintain stock movements.
9. Create, maintain and enhance productive working relationships
(a) Create and enhance productive working relationships with your team and colleagues.
(b) Maintain and enhance productive working relationships with your manager.
(c) Identify and minimise conflict within your team.
0. Contribute to the training and development of your team.
(a) Contribute to planning the training and development of your team.
(b) Contribute to the training and development of your team.
(c) Contribute to the assessment of training.
(d) Take responsibility for your development.
1. Contribute to a secure safe and healthy workplace.
(a) Implement procedures to maintain the security of cash and stock.
(b) Monitor losses and investigate identified problems.
(c) Assess and control risks to health and safety.
(d) Implement procedures to deal with threats to security, health and safety.
2. Promote Partnership principles and practices.
(a) Provide information to Partners on councils, committees and Partnership Social activities.
(b) Maintain Partnership Rules and Regulations.
(c) To assist with the preparation and execution of stocktaking.
(d) To observe the Partnership's written rules and regulations particularly in relation to general behaviour to colleagues, customers, and others, standards of dress, security, stock handling, discount, fire and emergency procedures.
(e) To carry out duties, required regularly or occasional, according to circumstances and guidance of Department Manager.
3. Job title: Selling Department Manager
Responsible to : Head of Branch
Main Purpose: To optimise sales, reputation and profitability of the department and branch through the management of resources and the development of Partners, ensuring we deliver quality customer service and exploit the opportunities presented by the merchandise. This is to be achieved within the spirit, policies and written regulations of the Partnership.
. Maximise the sales performance of the department
Use space and group merchandise effectively
Offer the right stock
Present stock to the best effect
Ticket merchandise to aid customer selection
Promote merchandise
Maintain a clean and tidy, well stocked department
Generate commercial awareness within the team
2. Contribute to the profitability of the selling department and branch by controlling wastage and costs
Minimise known and unknown wastage
Minimise costs to the department and branch
3. Maintain and improve customer service
Evaluate performance against agreed standards of customer service
Identify, agree and implement improvements to standards of customer service
Manage and evaluate customer complaints and take steps to minimise them
4.Control the Stock Management System
Monitor stock control information to ensure stock levels meet expected sales
Establish and maintain the correct balance of stock assortment with buyers
Evaluate the effectiveness of arrangements for receiving, marking off and distributing stock for the department
Organise the stocktaking operation
Monitor and control staffing resources within an agreed budget
Plan and agree staff estimate and pay review
Contribute to the selection of new recruits
Monitor and control the department staff costs within estimate
Encourage and maintain a learning and development culture for self, team and individuals to improve personal performance and achieve business objectives
Take responsibility for own development and learning
Develop section manager
Develop the team
Manage the development of individuals
Support off the job learning opportunities to ensure Partners needs are identified and met
Create, maintain and develop effective working relationships
Establish and maintain trust and support of Parnters
Establish and maintain positive relationship with branch and central management colleagues
Identify and manage conflict
Implement disciplinary and grievance procedures
Provide support and guidance to deal with unacceptable performance
Manage continuous improvement in the department
Encourage Partners to contribute to the continuous improvement of the department.
Visualise change
Use stock control systems to develop our business
Match stock to customer profiles
Create administration systems to develop our business
Raise Partners' awareness of commercial developments
Identify and manage proposals to improve the department
Maintain the security, health and safety of the working environment
Control and monitor all aspects of security for cash, stocks and Partners
Organise, monitor and update Risk Assessment in the department
Minimise risks to health and safety of Partners and customers
Maintain and promote an interest in partnership principles and practices
Encourage Partners to demonstrate a sense of responsibility as members of a democratically owned business
Generate and sustain team's interest in, and knowledge of Partnership matters
Maintain all Partnership Rules and Regulations and ensure individuals in team do likewise
