Keeping our Stores Resilient
Our role as the Retail Resilience and Response Team is to be the first to react when issues or incidents cause disruption to our stores. It’s our job to provide the intensive support our colleagues need by ensuring that any incidents that affect them are understood and dealt with quickly to allow our stores to continue to trade.
It’s unavoidable that sometimes incidents will impact our shops, and when this does happen, it’s our role to act as the interface between Stores and Support Centre functions to ensure that normal operations resume as soon as possible. Central to this is providing a 24 hour response to critical incidents that require business continuity or RIMT (Retail Incident Management Team) invocation.
We do this by acting as a co-ordinator for the Stores behalf, providing a hyper-care process, liaising closely with support desks and performing root cause analysis of incidents. We escalate issues where required and instigate wider business continuity plans in order to gain traction to resolve issues and return stores to trading with minimal effort and impact to the store.
Support when it’s needed most
Just last week, colleagues at our store in Nursling were affected by a serious armed robbery. When opening the store, colleagues were subject to a robbery during which four men armed with crowbars took money out the safe and tills, and all the cigarettes from the gantry. The two colleagues were locked in the office, with cages barricaded against the door.
In the aftermath of the incident, the Resilience and Response team co-ordinated a great response from key support centre functions to minimise the disruption to the store and to support colleagues. Colleague welfare was prioritised, with affected colleagues referred to counselling. In addition to this, the team sent in the store’s Risk officer to provide further support, arranged for replacement till drawers, and equalised the stores hours.
We also supported the store with the many other fixes they needed to help get them up and running – including looking at hours with TARA and chasing work orders with the Facilities team, and in this instance the store was able to resume trading later that day.
“It was amazing service from everyone, absolutely amazing – Emily from Response has been absolutely wonderful – all the store managers to Area Managers right up to our Divisional Managing Director have been brilliant, the level of support you brought in from the Response team has been amazing”
Jan, Nursing Store.
When our stores face disruption, we’re there to support them through it, but it doesn’t end there. To ensure we can continue to co-ordinate this support, in the background we’re continually gathering data and insight for analysis which is crucial to enable the business to make informed decisions to drive continuous improvement. This means we can continue to be there to provide the best possible support for store colleagues when they need us most.