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SELF-CHECKOUT OPERATOR HANDBOOK

Updated Policy January 2025

INTRODUCTION

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Before working on your own, you will receive comprehensive training on how to use the checkout software, scale system, process payments, and other necessary skills. If you encounter a situation not covered during training or are unsure about something, contact the shop floor manager for guidance.

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You will be issued a badge ID card, which you must scan to log in at the start of every shift. These cards are personal to you and must not be shared with anyone. Sharing your badge may result in mishandling the till count, and any discrepancies will be your responsibility.

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Your work schedule, including exact hours, will be provided by the manager at the start of each week. Ensure you are ready to assist customers as soon as your shift begins and remain at your checkout desk until the end of your shift.

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If you need to take a lunch break or a short air-out break, ensure another staff member covers your position or obtain approval from the manager. You must clock out and clock back in for every break. If breaks are included in your employee agreement, they will be calculated at the end of the month.

ROLE OVERVIEW


POSITION TITLE: Self-Checkout Operator


Unlike standard self-checkouts, which have a self-checkout manager to oversee operations, this role is titled "self-checkout operator." You are responsible for managing and running all self-checkouts as one system. While customers scan their own items, you actively monitor the entire process to ensure smooth transactions and handle any issues.


KEY RESPONSIBILITIES:​

  • Oversee all self-checkouts to maintain efficiency and security.

  • Assist customers when needed.

  • Monitor all self-checkout stations at all times.

  • Return trolleys or baskets to their designated spots.

  • Never leave the self-checkout area unattended unless properly secured or another staff member takes over.

LOGIN, LOGOUT, AND COVERAGE PROTOCOLS


LOGGING IN AND OUT:

  • Log in to the self-checkout system with your personal user account at the start of your shift.

  • Log out during breaks and at the end of your shift to ensure system security and accountability.


EMERGENCY SITUATIONS:
If you need to leave the self-checkout area, ensure another staff member is available to take over. If no replacement is available, lock all self-checkouts before leaving.


BREAKS AND SHIFT TRANSITIONS:
If the next staff member has not arrived in time for your break or shift end, notify your manager. If no replacement is available, lock all self-checkouts before proceeding with your break.

ASSISTING CUSTOMERS


HELPING CUSTOMERS WITH ISSUES:
You are responsible for helping customers with any problems they encounter while using the self-checkouts.


REQUESTS OUTSIDE THE SELF-CHECKOUT AREA:
If a customer needs assistance outside the self-checkout area, provide verbal instructions without leaving your post. If leaving is unavoidable, call another staff member to assist.


ELDERLY CUSTOMERS OR THOSE WITH SPECIAL NEEDS:
If elderly customers or those with special needs require assistance, ask another staff member to help if possible.

TROLLEY AND BASKET GUIDELINES


The self-checkout operator should ensure that trolleys and baskets are placed in their designated areas. Customers should also be reminded to place scanned items on the right-hand side of the checkout station to keep the process smooth.


Large trolleys are not permitted in the self-checkout area unless a till assistant is present during busy periods. Encourage customers to use smaller trolleys or baskets whenever possible.

MONITORING AND SECURITY


MONITORING SCREENS:
Keep an eye on all self-checkout screens to ensure customers are scanning their items correctly.
SUSPICIOUS ACTIVITY:
If you suspect a customer has placed an item in their bag without scanning, approach them politely to double-check their transaction. Report any suspicious activity to the manager if needed.
CHECKING ITEM TOTALS:
Compare the total number of items shown on the screen with the items placed on the right-hand side of the station to ensure everything matches.

KEY POINTS TO REMEMBER

 

  • Never leave the self-checkout area unattended.

  • Always monitor screens and customer activity.

  • Lock self-checkouts if leaving for emergencies or breaks.

  • Ensure trolleys and baskets are returned to their designated spots.

  • Report suspicious activity or technical issues immediately.

  • Log in and out of the system correctly to maintain accountability.

RETURNS POLICY


GENERAL RETURNS
For general returns, customers should present a receipt to receive an exchange or a full refund. If the customer does not have their receipt, the manager should be contacted unless the return is less than £5. Fridge or freezer items are strictly non-refundable.
ACCIDENTALLY DAMAGED OR BROKEN ITEMS
If a customer informs you that they or their child have accidentally damaged an item, let them know they are not required to pay for it. Where applicable, ensure a member of staff cleans it up immediately.
OUT-OF-DATE GOODS, ETC.
When a customer returns an item because it is out of date, unripe, or otherwise unsatisfactory, apologize for the inconvenience and offer a replacement or a full refund for the item(s).
WINE RETURNS
If a customer wants to return an opened wine bottle due to concerns about its quality, consult with the wine department or ask your manager to assist with the process.

THINK 25


WHAT IS THE “THINK 25 RULE”?
The "Think 25" rule is a policy designed to prevent the sale of age-restricted products to minors. It requires that any customer who appears under the age of 25 must provide valid identification to verify their age before purchasing such products.
When a customer approaches the checkout with an age-restricted product like alcohol or tobacco and appears under the age of 25, you must request identification. Acceptable forms of ID include a passport, driver's license, or an ID card featuring a holographic mark or a PASS (Proof of Age Standards Scheme) logo. If the customer cannot provide valid identification, you must politely refuse the sale. This policy must be followed consistently to ensure compliance with the law and to prevent sales to minors.
HOW WILL THE SYSTEM HELP STOP THE SALE OF AGE-RESTRICTED ITEMS?
The system automatically checks for age-restricted items during the sale process. If such items are detected, a warning will appear that requires verification by the cashier or a member of staff. For self-checkout, a "call operator" button alerts the self-checkout manager. Always ensure that you follow the "Think 25" policy before verifying any age-restricted sale.
 

RADIO AND LANYARDS


RADIO USAGE
Radios are essential for maintaining smooth communication among staff and ensuring quick assistance for customers. Always have a fully charged radio at the start of your shift to facilitate efficient communication. As a cashier, your radio will be attached to your till. If your radio is not working, inform your manager immediately to get it resolved.
Responding to radio calls is mandatory. If you are busy with another customer, explain your situation briefly over the radio. For example, "I’m assisting a customer; I’ll respond shortly." Always maintain professionalism when speaking on the radio to uphold a positive team dynamic.
Key Radio Protocol:

  • The general code for requesting manager assistance is "905." Once your request is answered, follow up with specific details of your request.

  • For other staff members, address them by name over the radio. Once they respond, communicate your request clearly and concisely.

LANYARD POLICY
Wearing your lanyard correctly and visibly is a critical part of maintaining professionalism and security. Lanyards help identify staff members and promote a cohesive team image. Never use another staff member’s lanyard, and if you lose yours, request a replacement from your manager immediately.
EMPLOYEE DRESS CODE
All staff must adhere to the employee dress code as outlined in the employee handbook. A professional appearance reflects positively on the store and contributes to a welcoming environment for customers.

GENERAL CUSTOMER SERVICE


CUSTOMERS ARE OUR PRIORITY
Customers are at the heart of everything we do. It is essential to treat each customer with care, respect, and attention to ensure their experience with us is positive. When a customer seeks advice or assistance, take the time to listen carefully and respond politely. Even during busy periods or when dealing with other customers, strive to make each customer feel valued and appreciated. Remember, a satisfied customer is the foundation of our success.
ASSISTING CUSTOMERS IN THE STORE
If a customer requires help finding an item or needs assistance, it is vital to address their needs promptly and effectively. Here are key practices to follow:

  1. Immediate Response: If you are available, help the customer right away. Walk with them to the product or provide the information they need rather than pointing or giving vague directions.

  2. Requesting Help: If you are occupied with another task or assisting another customer, use your radio or other communication tools to ask for help from another team member. Always ensure the customer’s request is addressed, even if it means involving additional staff.

  3. Follow-Up: After ensuring the customer has been helped, check back if possible to confirm their issue has been resolved or if they need further assistance. This shows genuine care and attention to detail.

  4. Professional and Helpful Attitude: Even when busy or under pressure, remain professional and helpful. Be patient, speak clearly and kindly, and ensure that the customer knows their concerns matter.

FRIENDLINESS AND PROFESSIONALISM
While being friendly is important, always remember to respect the customer and maintain professionalism. Customers are not friends, and the relationship should always reflect that they are valued clients.

  • Respectful Approach: Smile, make eye contact, and use welcoming language to create a positive atmosphere without crossing professional boundaries.

  • Clear Communication: Speak in a way that is easy to understand without using overly casual language or slang.

  • Focus on Service: Keep interactions centered on resolving the customer’s needs and following store policies to ensure fairness and consistency.

WHEN WE CAN'T MEET CUSTOMER EXPECTATIONS
There may be times when we do not have what a customer wants, or store policies may prevent us from fulfilling their request. In such situations:

  1. Call a Manager: If you think a manager may be able to assist further, do not hesitate to involve them. Managers may have the authority or experience to offer solutions.

  2. Say No Politely: If the request cannot be fulfilled, explain this clearly and politely. Use respectful language to ensure the customer feels heard and valued, even when the answer is not what they hoped for.

DEALING WITH CHALLENGING CUSTOMERS
While we are committed to providing outstanding customer service, it is equally important to prioritize the well-being and safety of our staff. If a customer’s behavior becomes aggressive or abusive, follow these steps:

  1. Stay Calm: Do not engage in arguments or escalate the situation. Maintain a calm and composed attitude.

  2. Get Help: Contact your manager immediately to handle the situation. If the situation feels unsafe, prioritize your safety and that of others.

  3. Document the Incident: After the situation is resolved, write down the details and report them to the appropriate person or your manager. This ensures that the matter is addressed properly and safeguards are in place for future incidents.

  4. No Tolerance for Abuse: Remember, while customers are a priority, no one should tolerate abusive behavior. Your safety and well-being come first.

By adhering to these principles and practices, we aim to create a welcoming and supportive environment for both our customers and team members. Delivering exceptional service with professionalism and care strengthens our reputation and builds lasting customer relationships.

WORKING AS A TEAM


Working as a team is essential for maintaining a healthy, happy, and productive environment. Always be polite and respectful to your colleagues, offering help whenever they need assistance. Supporting each other ensures tasks are completed efficiently and fosters a positive atmosphere in the workplace.

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