1. WHAT IT TAKES TO BE A MANAGER AT TESCO
EXCELLENT DELIVERY
You know your stuff and share your knowledge and enthusiasm to support,
develop and maintain high standards in all the areas you touch. Because no
one tries harder for customers, you come up with simple pragmatic solutions
to any problem.
By looking outside of Tesco, you identify fresh ideas, this allows you to
innovate and use your creativity to make things better.
When things don’t go to plan, you use this as an opportunity to find out how to
improve what we do and quickly take steps to fix the situation.
SUPPORTING CHANGE
You share your ideas to develop and improve the existing operating model to
make sure it captures our best and latest thinking; this means we have strong
and simple essential processes that reflect business needs. You role model the
use and development of these processes and encourage colleagues to do the
same.
You identify where our scale and size can be used to best effect, and adapted
simply to meet local needs.
You are able to work in changing environments and you use your energy
and resilience to keep the momentum going, focusing on what you’re here
to achieve. You look out for colleagues to support them to be able to do the
same, contributing to a feeling of team spirit and working together across the
business to achieve shared success.
MAKING DECISIONS FOR CUSTOMERS
You’re passionate about finding out what matters to customers so you can
respond quickly. This gives you confidence to decide what’s right and take
calculated risks where it will make things better.
Whatever the challenge, you keep the customer at the heart of what you do,
by taking the initiative and using your experience and values to guide you.
1. IMPROVING THE BUSINESS FOR CUSTOMERS
LEADING OTHERS BY BEING YOURSELF
You inspire others because you lead by example and demonstrate your
Values in simple day to day actions.
By being brave and letting people know when you see things that are not
right; you engage your teams to create simple habits that contribute to a
good team spirit.
You take the initiative and support your manager to implement business
decisions and goals, you also clearly articulate plans to allow colleagues to
see how they too can be part of the success of the team.
By recognising successes large and small every day, you encourage others to
do the same and celebrate too. A simple thank you is enough to renew and
recharge.
DEVELOPING YOUR TEAM
By listening to your colleagues to understand what matters to them
and sharing feedback to support, challenge and celebrate success, you
contribute to an environment where people can achieve their potential. You
are constantly looking to raise the bar for yourself and your team.
Your managers and team see you as a ‘go to’ person who gets things done
with consistency, a sense of fairness and inclusivity. You support colleagues
to find ways to get things done more easily.
You clearly and simply communicate objectives and measures of success,
and regularly review these with your team to keep everyone on track. You are
not afraid to constructively challenge and tackle under performance.
BUILDING RELATIONSHIPS
By making time to build relationships, you reach out across the business and
have a network of colleagues who you can call on to support you to deliver
and find new ways to improve what matters. This helps you understand the
impact of what you do and work collaboratively to deliver results.
LEARNING AND INNOVATION
You enjoy looking out for the chance to try new ideas, use fresh thinking or
to learn something new. You ask for feedback and update your personal
development plan often to keep it relevant and meaningful to you. By
reviewing your goals you keep on track and look for opportunities to grow.
You encourage others to think differently and create an environment where
thoughts and ideas are welcomed.
2. TAKE PEOPLE WITH YOU
3. LIVING THE VALUES
VALUES LED LEADERSHIP
You role-model the Tesco values in all that you do. Colleagues see you being
yourself and sharing your passions and enthusiasms - you bring the Tesco
values to life in an authentic and personal way.
The values mean different things to everyone, but we know that at their core
they mean treating others as you’d like to be treated, demonstrating respect
for different views and different people and in return feeling that your
contribution, and that of your team, really does matter.
You understand that the way you manage people impacts those around you
and that by living the values you create a great place to work for colleagues,
customers and communities.
RESILIENCE AND CONFIDENCE
You know the importance of sharing your feelings with colleagues and
friends to maintain your balance and energy. You look out for ways to share a
smile everyday.
Colleagues see you doing the right thing, both when things are going well
and when they are tough.
You look for the chance to use your passion and enthusiasm to get involved
in things that you enjoy. You know when things are taking your energy, and
make changes to keep a healthy perspective.
AND FINALLY….
If you aspire to go further in your career at Tesco, you will need a proven
legacy combined with a reputation for working with your colleagues to
deliver excellent results and build strong relationships.
You will be able to see the bigger picture and will be willing to go beyond
your accountability to make a difference for customers, your team and the
business as a whole.
You will know yourself well so you are able to effectively communicate, get
things done and build for the future.
Finally remember that the success and growth of Tesco relies on your
delivery and that of your team and the colleagues around you.
So listen to customers, colleagues and communities, take time to
understand people, deliver your plans and enjoy success together!

2. I AM: CHECKOUT MANAGER - CHECKOUTS AND SERVICES
I WORK FOR: LINE MANAGER
Leads my team to deliver for customers:
• Know my customers and serve them with
pride.
• Role model great service, Making Moments
Matter. Celebrate success when my team do
the same.
• Coach my colleagues to give excellent service
and tackle any issues with poor service
immediately.
• Celebrate success with my team when
excellent service is delivered.
• Consistently deliver I Don’t Queue across each
day and week, ensuring the right number of
checkouts are open for customers.
• React quickly and professionally to customer
queries and complaints.
• Ensure the right mix of checkouts are open
including Self Service Checkouts, Scan as You
Shop and Express checkouts to meet customer
needs.
• Ensure customer facilities are maintained to a
high standard throughout the day.
• Coach my team to promote Price Promise to
customers.
• Act on Customer Viewpoint and Every
Comment Helps feedback to win locally and
respond to changing customer needs.
• Review the customer loyalty performance of
the store and seeks ways to improve this.
• Participate in Duty Management, making sure
all decisions are right for customers.
• Lead and encourage colleagues to participate
in community initiatives, establishing our store
as an important part of the local community.
Delivers better checkout performance and
service:
• Coach my team to be the champions of great
service, role modelling What Good Looks Like
and providing customers with the best first and
last impression of service in the store.
• Build and own the service plan and work with
my Team Leaders to deliver this.
• Coach my team to deliver excellent standards
on the department, with all equipment
available in good working order and with any
faults reported.
• Manage the Cash Office operation, reviewing
all cash balances and resolving any issues
which arise.
• Analyse data to improve I Don’t Queue, till
shorts/overs and pricing errors.
• Understand Self Service Checkout and Scan
as You Shop performance and how it can be
improved.
• Check that the car park is well maintained,
trolleys are available and any issues are
resolved.
• Manage all shrinkage and security routines
for my department, including the lockdown of
high shrinkage product areas and storage of
security tags.
• Use the Ideal Base Schedule to ensure my
team are in the right place, at the right time to
deliver routines and serve our customers.
• Deliver and sustain all Business Plan and
change activities on time.
• Maintain a legally compliant and safe place
to work by ensuring all relevant checks are
completed and training is up-to-date for Age
Restricted Sales.
Cares about Colleagues by:
• Build capability within my team, ensuring they
are trained to do their job.
• Review my teams performance and provide
feedback on what they do well and where
improvements need to be made.
• Spot talent and develop people for their next
role.
• Complete Attendance Reviews and effectively
manage colleague attendance and holidays
• Ensure my team have the correct working
equipment and uniform to do their jobs.
WHAT I DO I AM A MANAGER WHO:
IMPROVESTHEBUSINESSFORCUSTOMERS
HOW I DO IT MY UNIQUE CONTRIBUTION INVOLVES:
TAKEPEOPLEWITHYOU
Collaboration: Working together across the business to achieve shared success.
In my role: I talk to my colleagues, sharing knowledge, experience and best practise. I
create a team spirit in my department and have a network that stretches beyond my
store.
Empathy: Building strong relationships with customers and colleagues.
In my role: I am warm and welcoming with colleagues and customers – putting people
at the heart of everything that I do. I take time to see, hear and recognise others,
building strong relationships.
Responsiveness: Being agile in the way you think, make decisions and handle change.
In my role: I act quickly, making decisions based on what is right for colleagues and
customers. I thrive on change and take people with me to deliver it.
Resilience: Knowing your own sources of energy and keeping yourself fit for life.
In my role: I have energy and drive to deliver beyond expectation. My colleagues see
me doing the right thing both when everything is going well and when times are tough. I
know how to be at my best.
Innovation: Keeping your eyes open so you can lead the business for the future.
In my role: I keep my eyes open looking for opportunities to improve my department
and store. I share my ideas and encourage my colleagues to do the same.
OUR CUSTOMERS
WHATMATTERS
OUR COLLEAGUES OUR COMMUNITIES
• Everything they need,
made better and
easier.
• Outstanding value for
everyone.
• Advice, inspiration
and a smile.
• An easy, seamless,
personalised
experience.
• A thank you.
• Being proud of what we
do.
• Creating a great place to
work: happy, honest and
inspiring.
• Providing us opportunities
for us all to be at our best.
• Building relationships
based on shared values
and respect.
• Where we all contribute,
make a difference and can
be ourselves.
• Creating new opportunities
for young people, wherever
we are in the world.
• Reversing the trend in
obesity, in all our markets.
• Leading the industry in
cutting our food waste.