Cleveleys Morrisons Dashboard

Consistently demonstrate:

1. Greet Customers: Friendly acknowledgement.
2. Offer a Basket: Proactive assistance.
3. Answer Questions: Helpful attitude, aim for "Yes".

Refer to the Customer First 15-point plan on the Operations page for full details.

Ref: Front End Op Guide p3

Standard: 1 customer served + 1 customer waiting (1+1).

• Main Bank: Min. 1 till open always. Schedule based on planners/demand.
• Self Scan (SCO): Manned during store hours. Colleague wears hi-vis, assists proactively, manages cash/card modes, replenishes consumables, focuses on Service & Protect.
• Kiosk/CSD: Manned during specified hours. Use headset for support.
• Monitoring: Service Team Leaders visually monitor, use headset/baton, check Efficiency Measure Dashboard (Looker).

Ref: Front End Op Guide p12 (Queue Line)

Operating Clock Summary:

Key tasks include: Set up, Legal Checks (Logbook), Cigarette Delivery/Stock Checks/Gap Scan, Lost & Found log, Replenish tobacco, Tidy/Clean, Secure at close. Throughout day: Serve customers, Lottery/Scratchcards, Balloons, Queries, Returns/Refunds, Post, Deliveroo Handovers, Visitor Sign-in.

Layout & Standards:

• Clean, tidy, clutter-free desks/kiosks.
• Correct signage displayed (Refunds, Licensing, C25, etc.).
• Essential equipment available & stored correctly (Lottery terminal, Vocovo, Till rolls, Mart Cart keys).
• Lost property managed via Salesforce (secure storage, 4-week retention).

Key Tasks Summary:

• Handle refunds, exchanges, complaints per policy (See dedicated accordion).
• Process lottery sales/payouts.
• Manage Mart Cart checks/booking (Salesforce).
• Sign in visitors & brief on fire safety.
• Assist with More Card issues (See More Card section).
• Handle Cash Office items (Saver Stamps, Gift Vouchers - See Cash Office section).

Ref: Front End Op Guide p5, 15

Checkout WGLL:

• Cleanliness: Belts, bagging areas, drawers, floors. Equipment: Tags stored, bins empty, consumables replenished, Vocovo ready.
• Merchandising: Queue lines correct, impulse tidy. Service: Helpful, friendly, efficient.

SCO WGLL:

• Signage: Correct Cash/Card, Contactless, C25 visible.
• Cleanliness: Surfaces, scanner glass clean.
• Equipment: Bags/rolls replenished, headset ready, detagger secure, tag bin available/emptied, SCO cabinet stocked.
• Colleague Presence: Hi-vis worn, proactive assist, vigilant (Service & Protect).
• More Card Scanning: Ensure customers scan.
• Catalina Coupons: Understand process, troubleshoot basic printer issues (See More Card Guide p38-40).

Ref: Front End Op Guide p10-14

View Full Trolley & Basket Guide (PDF)

Trolley Standards:

• Gathered regularly, clean, undamaged, secured at close. Bays clean, posters correct.
• Order new/report damaged via Wanzl form/email/phone (link/details in guide).
• Report theft >9 trolleys to LP Control Room (0345 611 6711), <9 via MySecurity.
• Use Trolleywise for abandoned trolleys (trolleywise@wanzl.co.uk).

Basket Standards:

• Stacked <50 high. Located correctly (not blocking exits/outside).

General Area WGLL:

• Clean, litter-free, recycling areas clear, external signage good.
• Safety: Grit available (winter), no obstructions, good lighting.

Ref: Front End Op Guide p16 & Trolley/Basket Guide

Refund & Exchange Policy:

• 30-Day Change of Mind: Requires proof of purchase, original re-saleable condition. Check exclusions.
• Faulty Goods: Statutory rights apply.
• Process: Process at CSD/Kiosk using correct Till Refund Codes. >£11 requires manager check slip. Logbook entry needed.

Goodwill Guidelines:

• Listen, apologise, resolve first time.
• Use Goodwill Matrix (£5-£10 typical value via product/gift card). Store Manager auth needed for >£10 (max £30 on refund card).
• Use 'Goodwill' tender for product goodwill. Log complex complaints on Salesforce.

Ref: Front End Op Guide p28

Daily Checks (Including Monday)

• Pre Opening Toilet Checks (By 7am)
• Daily Electronic Activation
• Self Scan Smart Gate Fire Safety Check
• Kiosk Checks (Daily)
• Random Morning Till Check
• Disabled Toilet Check (12-2pm)
• Refund Over £11 (2pm Check)
• Random Afternoon Till Check

Monday Morning Checks (Additional)

• Slide and Swing Door Check (4 Doors)
• Checkout Electronic Activation Check
• Weekly First Aid Checks (First Aid Room N/A)
• Weekly Kiosk Checks
• Weekly Car Park Barrier Check
• Weekly Gatekeeper Check (Mark N/A if not applicable)
• Weekly Scanner Deep Clean (Refer to sheet for relevant week tills)
• Weekly Void Report Check (Located under Manager Checks section)
• Weekly Cleaning Check (Sign off Sunday)

Note: See the full 'How-To Guide' linked above for detailed steps on logging in and completing each check within the MPRO5 app.

• Assist sign-up via App, Website, or Salesforce (in-store). Provide temporary card if needed.
• Report Lost/Stolen via Salesforce if customer cannot use App/Web.
• Help update contact details or voucher preferences via Salesforce.
• Guide customers on linking colleague/F&F discount cards (via MyMorri).

Ref: More Card Guide p6, 29-31

• Explain points earning & Fiver conversion (5000 points = £5).
• Troubleshoot common issues (check guide p26): App not loading, Fiver not applying (check dates, card scanned?), Passcode issues.
• Add missed points/collector spend via Salesforce ('Add Receipt' function - Guide p32-34) for store/fuel kiosk receipts ONLY (not PAP or MFG).
• Handle physical Fivers at till; troubleshoot scanning issues (check voucher matches card, date OK?). Manual coupon button for deduction if needed, log NCR case.

Ref: More Card Guide p12-14, 18, 26, 32-34

• Advise customers to scan More Card for More Card Prices (MCP). Identify MCP on SELs/HHT.
• Explain More Rewards (personalised App offers needing activation).
• Explain Collectors (e.g., Christmas Collector - track spend via app/coupon).
• Explain Points Boosters (App only offers).
• Handle points coupons printed at till (check expiry, scan More Card and coupon).

Ref: More Card Guide p19-22, 11

• Till Loans: Receive change loans accurately, sign logbook. Process via Till Function > Till Loan.
• Till Lifts (ICH): Follow correct procedure for securing and removing cash via ICH pouches. Ensure correct values entered on Storeline for lifts.
• End of Day: Securely cash up till, follow cashing up procedures, hand over takings/media correctly.
• Overs/Shorts: Be aware of till accuracy. Cooperate with investigations (£10+ discrepancy). Report any issues immediately.
• Logbooks: Complete Till & Saver Stamp Loan sheet accurately.

Ref: Cash Office Guide p10-11, 28-31, 36-40

• Lottery/Scratchcards (Kiosk): Reconcile sales/prizes accurately against terminal reports. Log details correctly.
• PayPoint/Payzone (Kiosk): Follow specific procedures for transactions and reconciliation.
• Refunds/Voids: Process correctly using supervisor authorisation where needed. Understand impact on till accuracy.
• Manual EFT/Fallback: Process correctly via PDQ and till, retain voucher securely.
• Coupons/Vouchers: Process correctly at till (scan where possible). Secure validated coupons for Cash Office. Understand Catalina process.
• Gift Cards: Process sales/redemptions correctly.

Ref: Cash Office Guide p17-22, 28, 54, 39-41