The Award Categories
Team Player of the Year
Not every star gets to appear in the spotlight. The Team Player of the Year Award will go to an individual who may rarely, if ever, meet the customers face-to-face, but whose enthusiasm and commitment makes all the difference to those that do.
The judges will be looking for:
- Evidence of personal commitment and initiative
- Understanding that what they do ultimately touches the customer
- Recognition from others - Statements of support from management and colleagues
- Commitment to store targets/goals
This person could be from any team such as HR, buying, security, logistics, merchandising, operations etc.
Training and Career Development Award
It’s said that the best retailers are born, not made, but with the right support every employee can maximise their potential. This award recognises the retailer who has put the systems and support in place to ensure that all employees make a difference to the bottom line. The award will look for commitment to industry-standard training and qualifications, as well as company-specific programmes.
The judges will be looking for:
- A company ethos that demonstrates an overall commitment to employees’ professional and career development delivering tailored and flexible training and career development programmes.
- Programs available to all company employees regardless of position.
- Programme’s impact on internal and external customers.
- Skills learned can be transferred across the business.
- Case studies (maximum three) profiling employees whose experience reflects the success of the company in meeting the values of this Award.
Support Team of the Year
Front line staff need the tools to do the job. Back office support, from call centres to marketing and buying teams, are essential to delivering customer service. The winner of this award will be selected from the full range of specialist support functions, awarded to the team that has gone the extra mile to deliver effective support.
The judges will be looking for:
- Evidence of direct or indirect impact on the customer
- Strong teamwork
- Commitment to departmental and company targets/goals
- Successful implementation of initiatives at departmental level
- Statements of support from management and front-line staff
This team could be from HR, buying, security, logistics, merchandising, operations etc.
Customer Initiative Award
Given to the individual or team which has developed the most successful project or initiative that has made a genuine difference to the customer experience at the point of sale, whether in-store or online.
The judges will be looking for:
- Simplicity
- Evidence that it has made a difference and benefited the business
- Valued by customers
- Original and innovative ideas
- Evidence of success against objectives
Store Manager of the Year Award - South
(for the purpose of the Awards, this category includes all stores up to but not including Birmingham)
The best commanders lead from the front. The Store Manager of the Year Award will go to an individual who has demonstrated the greatest commitment to their store and customers, not simply through their own direct efforts, but also by empowering and encouraging their staff.
The judges will be looking for:
- Financial performance against company objectives
- Evidence of Initiative and creativity
- Evidence of customer initiatives and successful implementation of initiatives at store level
- Leadership, development and support for other store staff
- Statements of support from management and colleagues
Store Manager of the Year Award - North
(for the purpose of the Awards, this category includes all stores up from and including Birmingham)
The best commanders lead from the front. The Store Manager of the Year Award will go to an individual who has demonstrated the greatest commitment to their store and customers, not simply through their own direct efforts, but also by empowering and encouraging their staff.
The judges will be looking for:
- Financial performance against company objectives
- Evidence of Initiative and creativity
- Evidence of customer initiatives and successful implementation of initiatives at store level
- Leadership, development and support for other store staff
- Statements of support from management and colleagues
Online customer service team of the year
The age of multi –channel retailing is upon us. The huge take up of home broadband (50,000 connections per week in the UK) can sometimes lead to disappointing online customer service from swamped contact centres. Your customers can buy from anywhere, but what happens if they experience a problem. Response times to customers who experience problems online are sometimes slow. This award will look for the retailer that is efficient in responding to the online customer’s needs.The judges will be looking for:- Evidence of a structured customer care policy
- Evidence for resolved issues
- Customer testimonials
Front line customer service team / person of the year
The winning team of this category must demonstrate commitment to high standards of customer service in their organisation both through personal dealings with customers and by contributing to the overall customer care policy by their involvement in communications, problem solving and innovation. This includes High Street shops; retail and forecourt outlets: restaurants and fast food chains This category will recognise front line customer facing staff. The Award will go to the team who has demonstrated day-in and day-out superb customer service skills to meet customer needs. The judges will be looking for:- Evidence of teamwork.
- Evidence of support from the company.
- Evidence of training.
- Customer testimonials would be an welcome but not essential
Responsible Retailer of the Year Award
With both businesses and consumers placing increased emphasis Corporate Social Responsibilty and green issues, there is growing pressure on retailers to demonstrate that the CSR is high on their agenda.The key to tackling CSR issues is to encourage individuals to make small changes to their behaviour, which, when combined can make significant improvements to the environment. This award recognises individuals, teams (be they in stores, distribution centres or head office functions) and retailers who have encouraged and enabled their colleagues and customers to reduce their environmental impact. Judges will be looking for evidence of:- Evidence of how you have Influenced behavioural change within your company and overcome barriers
- Informing and training staff on environmental issues
- Overcoming barriers to implementing environmental practices·
- Reduced water and energy consumption
- Increases in recycling and reductions in the amount of waste sent to landfill
- Customer marketing and customer perception of your companies green policies
Store of the Year
Individuals can make a difference but there is no doubting the value and power of teams. This award recognises the entire store from manager to checkout, warehouse to security.The judges will be looking for:- Financial performance
- Low staff turnover.
- Evidence of team performance
- Staff going the extra mile for their colleagues
- Customer testimonials.
- Shortlisted stores will be mystery shopped
Employer of the Year
The ultimate accolade for retailers looking to demonstrate their commitment to employees at all levels. Relevant entrants in other categories will automatically be entered in this category, which will also be open to direct entrants and nominations. The judges will be looking for the retailer who has most clearly demonstrated an effective programme of support for employees, focused on delivering the ultimate retail experience for customers. The judges will be looking for:- Low turnover of staff (relative to size)
- Recognise skills and achievements
- Commercial success
- Supports employees – flexibility / family friendly
- A company ethos that demonstrates an overall commitment to employees’ career development and training
- Consistency and clarity of company culture/values from employees’ perspective
- Companies shortlisted from other categories may also be put forward for this award at the judge’s discretion
Employee of the Year Award
The hardest award to win, and the hardest to judge. Relevant entrants in other categories will automatically be entered in this category, which will also be open to direct entrants and nominations. The judges will be looking for the individual who has most clearly demonstrated their commitment to delivering customer service to the very highest standards.The judges will be looking for:
- Skill and enthusiasm spreads to others
- A good role model who is inspirational to their colleagues
- Enthusiasm for customer service
- Success in achieving personal and company goals/targets
- Commitment to career development
- Statements of support from management and colleagues
- Individuals shortlisted from other categories may also be put forward for this award at the judge’s discretion