Duty Manger Review

I am a Duty Manger at Iceland which consists of running the store and manging staff when the Store Manger isn't present. My current role involves me manging a small online picking time active throughout the night and early morning. I ensure the team gets safely in to the premises, making sure the premises are secure and they the picking operation starts and flows without fault. If any faults do arise i.e. networking or equipment failure, I am to resolve it or find an alternative way to progress so the business can keep moving. Day's where I am active during trade I am their to ensure the store runs smoothly and efficiently and deal with an customer questions or issues. This also involves complaints over the phone etc. Days where I am on a closing shift, I am responsible for how the store looks and stock levels and ensure the delivery is stored correctly and worked in a timely manner. When leaving the building I make sure all member of staff I'm on shift with are out of the building and then procced to shut up shop making sure doors are locked and that the alarms are alarmed.

Over the course of the past year doing this apprenticeship and becoming a Duty Manger, I have learnt how to mange staff and deal with customer complaints far more effectively and efficiently. This involves how I give feedback to staff and providing addition training if required. For dealing with tricky customers while also retaining customer loyalty and satisfaction.

At first I thought this would just dull and tedious lengthy programme but thanks to the [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions] (my Lifetime coach) he brought much more to the table. He showed how all these skills and knowledge from this course will benefit me by improving work efficiency and how I view everyday work and task. Every meeting I had with him was a blast as he brought his humour and personality making even the longer session seem like a quick chat. I leant far more from his approach than I would of if it was just question and answer.

My course was planned to place over a full year with having a meeting with my coach every 4 weeks to discuss how I was getting along and to document progress and results of the current module. This arrangement was made due to me working unsociable hours so I could progress in a timely manner without pushing what time I had to myself out of the window. For the structure my course consisted of multiple module with all resources provided to ensure I had what I needed to complete said module.

Time was allocated to the store for me to have the time to compete the module or meeting that was to take place. If it was something related to the store my manger was there to help my understand and walk me through what the module was asking. Equipment was also provided if I didn't have access to at home.

My coach couldn't have done anymore. He went above and beyond to ensure I understood every little bit to ensure I was confident in all my answers. If the question didn't make sense to me he would rephrase it until it did. If the module didn't directly relate to Iceland he would chance the scenario or adapt it so it would be related to Iceland. He was there every step of the journey to push me towards that distinction.

100% feel that everything I have learnt from this course has benefited my in some way or another. I have learnt how to give constructive feedback to improve a work colleague productivity and over all work life. How to diffuse a tricky work related incident between to staff members, and most importantly dealing with customers on their journey. How to make them feel welcomed and valued to be in the store. Without serval modules being related to customer journey and feedback, I'd be nowhere near as efficient as I am now or has confident of how handle different situations.

Iceland offers competitions between other Iceland in its areas, this could be how many of this item can your store sell or how many home delivery can you store push. This is all to receive a reward for your store for doing well in a friendly competition. The reward could be additionally social funds for enjoy a night out with the team or something to make work like more enjoyable like a coffee machine etc. Iceland also do their own fantasy football teams where Iceland store will have a friendly game to let staff enjoy themselves and forget about work. Iceland knows that a happy workforce is a strong and productive workforce.

Yes

Iceland isn't your typical major chain supermarket where everything feels like you're just there work till you drop, go home and repeat. Iceland values working as a family and enjoy the time spend there working. You can turn up to work, have a laugh and chat with colleagues while also fulfilling your role. Iceland also seeks to improve peoples careers or give them an opportunity to start one. When I attended the interview I had no prior experience in the retail industry but through my passion and enthusiasm to learn they gave me a chance and now I'm currently part of the management team. Iceland also offers great work flexibility, this could be for students or parents or you have another job. Iceland offers opportunities to further your learn via course or extended training. It doesn't just stop at tills and shelf stacking, it goes far beyond.

What Iceland wants to see when you apply is who you truly are. There's no point putting on a different personality as Iceland wants you to become part of their family. We look after each other. Be passionate about your views as Iceland isn't afraid to put their own out there, just look at the banned Christmas Orangutan advert. If you wish to have a career, say it. Nothing stands out more than someone willing to improve themselves and Iceland loves to offer that support. Tip - for the interview, do a little research on Iceland's goals for the future i.e. palm oil and being plastic free. This shows them that you know what company you've applied for and are willing to help them on their journey to achieve it.