Retail Programmes
We know that to build a great business we must build great teams; and that means we need to have great training in place that helps everyone realise their full potential. We aim to grow our own talent and develop our teams to be the managers of the future.
Our "Steps to Success" programme and our “Fast Track” Management Scheme have been designed to ensure we prepare people with potential to give our customers the best service they can get; structured training means talented people quickly become more confident in role and have a clear career path with Pets at Home.
The following information will help you understand what to expect from each Step.
STEP 1 New to Pets
This introductory steps programme allows new starters to work at their own pace, each joiner gets their own workbook, and this gives structure and support to workplace learning. This first workbook "New to Pets" is a taster of all aspects of the Pets at Home business and an overview of the routines in the store. We call it the Starter Kit for team members in store as this is what we offer to every new pet customer to make their new pet happy and healthy in their new home!
It will take a new starter through the first 12 weeks and help them settle in; at the end of the 12 weeks there is an assessment with the store Manager and if successful it is time to move on to the next step…
STEP 2 At Home with Pets
This step provides more detailed information and further develops personal skills and store knowledge. It is a combination of workbook and several product projects that encourage each trainee to find out all the information needed to meet customers' needs. We recognise that the more knowledgeable someone is the more confident they will be when fielding questions from our customers. In recognition of all these additional skills each trainee will receive an increase to the basic hourly pay once they have completed their workbook and it has been signed off. Any team member can choose to remain at step 2 on completion of this stage of the full Steps programme, but we find most cannot resist continuing their development and opting to take step 3.
STEP 3 Pet Purrfect!
This is our developmental program for experienced staff and allows candidates to complete more advanced learning. It will also encourage them to pass on their experience to newer staff by taking on some training duties. There is an opportunity to study for external qualifications and increase care knowledge on fish and pets. There is a project to complete as part of the programme, and lots of activities that will be assessed by the store manager and Regional Manager. Hourly paid staff that successfully complete this step will gain further qualifications in first aid as well; and in recognition of their achievement will also be given an increase in pay.
Many team members remain at this level and get a lot of job satisfaction from helping newer staff to gain their steps levels too.
STEP 4 The Management Foundation Programme Top Cat
This final step offers the chance to take on more responsibility, gain further qualifications and train for a management post. A combination of short courses and workbook based activities will expose potential managers to the various aspects of a manager’s job and give them a chance to practice and perfect their skills before they take on the role. This programme runs for a year and will be paced to suit each candidate.
Management Trainee Scheme Fast Track
This is a 6 month scheme for aspiring managers selected from inside or outside the business who require further development to enable them to take on the responsibilities of a Store Manager. The programme requires them to attend and pass a number of courses and to complete projects and presentations to a very tight schedule. There is substantial travel and additional workload as part of the programme, the demands are high but the reward of getting their own store really drives them on!
Management core courses
Each year we timetable a rolling programme of courses, designed to give new managers a good grounding in a variety of core subjects. This means that new recruits can step into the programme no matter what time they join. All these managers are invited to a Head Office Induction and then subsequently participate in programmes like “Managing great pet care”, “Commerciality”, “Managing great service”, “ Managing great teams” etc.
The aim is to refresh skills, explain the Pets At Home management protocols and allow managers to meet colleagues from other stores to share ideas and experience.
High energy programmes for every topic you can name…
We aim to take the training out to the regions and ensure that everyone get a chance to participate in a workshop or Roadshow at least once a year. This year we encourages over 1500 store team members to take the “Summer Service Challenge” participating in a fast and furious series of activities and tests that showed them what a knowledgeable, approachable bunch of pet people they are!
Previous topics have been Pet Nutrition, Launch of our fantastic Premium Own Label Products, Aquatics, Running Events, Pet care and lots, lots more.