INTRODUCTION
Further to the General Induction Training required for all Toymate workers, we provide this online specific induction for all workers on commencement of employment.
All staff are required to complete the online Induction during their first week of employment.
Contents
1) Stores
2) Business Overview
3) Values
4) Code of Conduct
5) Teammate of the Year Program
6) Uniform
7) Rostering
8) Customer service and video
9) Merchandising and ticketing
10) Health and Safety
11) Incident Reporting
12) Emergency Evacuation
13) Procedures
Stores
Currently Toymate have 22 stores across the country
Vision and Values
- Vision – To be Australia’s No. 1 toy retailer by providing the best service, the widest range and the best value.
- Values – Integrity, Accountability, Teamwork, Recognition, Fun
Code of Conduct
At Toymate we have a Code of Conduct that helps all teammates understand what we can and cannot do while working for Toymate.
Working together as a team, being respectful, ethical and accountable to create value for all of us and our customers.
Harassment, sexual harassment, discrimination, bullying or any other inappropriate workplace behaviour is not acceptable and may lead to disciplinary action up to and including termination of employment.
Some breaches of the Code of Conduct may result in a warning letter or termination of employment which includes theft, misleading behaviour, or defrauding Toymate. The following list is not exhaustive but examples:
- Actions resulting in serious damage of Toymate property.
- A serious breach of Toymate policies and procedures or the law.
- Giving a Teammate/staff discount to people outside of the Discount Policy.
- Consuming or trafficking illegal drugs or weapons.
- Smoking on store premises.
- Posting anything about Toymate on social media sites such as Facebook, Instagram or snapchat.
- Attending work under the influence of alcohol or other illegal drugs.
- Eating on the shop floor and using of personal mobile phone without permission while at work.
- Continuous lateness to work or leaving earlier than scheduled finish time.
Toymate has a TeamMATE of the Year Program, which is a great way to reward and recognise the team members that work extra hard all year round.
The program is divided in three ways:
- TeamMATE of the Month for each store.
- TeamMATE of the Quarter – by area and company
- TeamMATE of the year – company .
Monthly Program
Each month on the last Wednesday of the trading month, stores are to select the TeamMATE of the month based on the following:
- TeamMate Nomination – fellow teamMates to vote and be involved, remember this is not by popularity but team recognising each other’s work. Each nomination must have a name and valid reason such as I noticed Tim give great customer service resulting in a sale or Tim helped me lift a heavy item without asking.
- Customer Service – has there been any positive customer feedback? Do they consistently apply the 3- metre rule? Do they go the extra mile when serving each customer?
- Loss Prevention – Does the team member adhere to all Loss Prevention policies and procedures? Are they aware of all security alerts? Do they conduct thorough bag checks, if applicable?
- Health and Safety – Does the TeamMate adhere to all Health and Safety procedures? Do they immediately report safety incidents? Do they identify hazards in the store and then act?
- Uniform – Does the TeamMate wear the correct Uniform? Are they well groomed? As a growing business Toymate always needs our team to look and act professional.
- Reliability – Is the TeamMate on time for every shift? Do they take the correct scheduled breaks? Do they always adhere to the roster and turn up for their shifts?
- Merchandising & Recovery – Does the TeamMate consistently excel when merchandising and completing the EOD tidy? Do they correctly label when merchandising, filling or tidying?
- The winner for each store is to be sent to their Area Manager by close of business on Thursday of that same week including who and why that associate won. (A reminder will be put in the weekly bulletin).
- Stores are to print a coloured copy of the award and place in a frame to be presented to the winner in a team meeting and announce on Deputy.
- Staff can vote by completing a Nomination Slip which is in your designated break room.
Quarter
Each quarter Area Managers will select a TeamMATE who has won the TeamMate of the month in their group. Each area winner will then have the chance to win the TeamMate of the quarter. This will be decided in that quarters Operation meeting.
TeamMATE of the Year
Each TeamMATE who has won the Quarterly award will be in the running to win the TeamMate of the year award.
This will be decided by the Operations team each January, here the candidates will give a presentation on an idea they have on what we can improve in the business, such as a procedure to help the team’s daily life easier.
From the presentation and the candidates consistent work across the year a winner will be chosen and announced.
What Does the TeamMATE of the Month, Quarter & Year Win
- Month – A framed award is given to the winner by their Store Manager, Lunch provided by the store through Petty Cash and their name in the weekly bulletin.
- Quarterly – A framed award give to the winner by the Area Manager, a $50 gift voucher and their name in the weekly bulletin.
- Yearly – A trophy awarded to the winner by Idan & Danny, a $500 gift voucher, lunch with the operations team, a tour of our new head office, and their name published on social media and the weekly newsletter.
Manager of the Quarter/Year
As part of the TeamMATE of the Year Campaign, Store Managers are eligible for a quarterly and yearly award.
- Managers are assessed against the following criteria;
- Highest increase on sales budget
- Best control of store wages
- Customer service results, including mystery shopper results and customer feedback
- Creating a team culture in their store
Uniform
- Come to work dressed to impress.
- At Toymate all team and Managers are expected to wear the full Toymate Uniform whilst at work;
- Black Polo
- Black Business Pants
- Black Shoes
- Bum Bag
- Toymate lanyard
- Be well groomed, hair done, shaved or beard neatly groomed.
- With customers, first impressions last.
Rostering
- Rosters are posted weekly on DEPUTY and you will be notified via E-mail of your shifts.
- Roster changes may occur from time to time, in this instance you will be called and informed of these changes at least 1 day prior.
- If you are unable to work for a personal event or function let Management know before each roster is posted.
- If you are sick and unable to attend work, call the store and speak with the manager on duty with adequate time to replace your shift.
- You will be paid weekly every Wednesday into your designated bank account via electronic transfer.
- Teammates are required to record their shift times via Deputy for each shift worked. If you don’t record your shift start/finish times you will not be paid.
- Workers are responsible for cleaning their work area prior to starting work.
Customer Service the Toymate Way
Customer service is the MOST important part of your role, at Toymate we do this by:
- Using body language to communicate with customers.
- Using the 3-metre Rule and Greeting every Customer.
- Use open ended questions to find out why the customer has come to Toymate and find the correct product for their child.
- Understand our store layout to take customers to the product they are looking for.
- Understand what products to sell together to complete a customer purchase.
- How to answer the phone and deal with customer questions.
- How to best present Toymate stores for ease of service.
- Know Toymate services and how to sell them.
- Please now watch and enjoy the Customer Service Training video.
Store Presentation and Ticketing Rules
- Store presentation and ticketing is an extremely important quality requirement with every Toymate store.
- Please ensure that presentation of store is consistently maintained.
- See below the images and instructions for presentation and ticketing.
All Teammates are responsible for workplace safety for themselves, colleagues and customers.
When working and walking around the store keep a lookout for potential hazards such as;
- Rubbish on the floor.
- Loose fixtures such as shelves and pegs.
- Liquid/spills on the floor.
- Stock on the floor.
- Damaged or unusable equipment, such as ladders.
- Trip hazards such as lifting floor tiles.
- Other teammates acting or working in an unsafe manner.
Incident Reporting
There are five main reasons to conduct/complete an incident report form:
- Customer injury
- Teammate injury
- Potential hazard
- Near Miss
- Potentially hazardous stock that has or has the potential to cause injury.
An incident report mst be filled out with observations on the incident including; time, date, location in the store, factors contributing to the incident. This must be factual.
- Details of the injured or affected person must be taken including Name, Phone number, date of birth and address.
- Follow up phone call to injured person to be made to ensure any further medical treatment is recorded and to ensure the injured person is ok.
- Detailed actions taken and contributing factors detailing what was done to make the area safe again.
- Include long term actions to ensure it won’t happen again.
Emergency Evacuations
There are many reasons for a potential evacuation some examples include;
- Fire
- Flooding
- Power Outage
- Armed holdup or a dangerous incident
It is important in these and other examples to listen for an evacuation tune on the PA system or listen to the instructions from the designated Fire Warden.
- Please familiarise yourself with the stores emergency exits.
- What are you responsible for in an evacuation?
- Ensure the area you are working in is clear from customers, if a customer chooses to remain let the fire warden know. Fire Fighters have the right to forcibly remove customers we do not. Your safety is more important.
- Don’t grab your belongings, this may place you in more danger.
- Leave via the instructed exit, again listen to the fire warden.
- Go directly to the designated assembly point.
- Wait for further instructions and return once it is safe to do so.
Procedures
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Only authorised teammates are permitted to receive deliveries. It is a breach of this procedure for a non-authorised person to receive a delivery.
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The procedures for receiving local and warehouse deliveries are attached for review.
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Loss Prevention is also known as Shrinkage which is a term given to the loss of stock. The company has an expectation that all staff will follow the company procedure with the goal of reducing shrinkage. The loss prevention procedures are attached for staff to review.
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Never chase a person from the store who you suspect of stealing, or use force or try to physically restrain someone. Call the police.
Please click on the below links and read each procedure before you continue.