Checkout supervisor

Checkout supervisors oversee cashiers in department stores and other big stores. They schedule appropriate workers and ensure that customers are met with strong customer service, efficiency and ethical standards.

Checkout supervisors typically do the following:

• organise checkout operators and cashier work schedules to ensure proper staff is scheduled during busy and quiet sale times
• provide helpful and efficient customer service and model appropriate behaviour for all staff
• select and train checkout staff, ensuring that they provide strong customer services and act efficiently at checkouts
• coach workers on how to deal with special circumstances including theft, complaints, returns, exchanges, coupons, special offers, etc.
• evaluate returned items to ensure they meet the standards and regulations of store policy on refunds and exchanges
• handle and resolve customer complaints or discrepancies with prices at checkout counters and throughout the store.

The following job titles also refer to checkout supervisor:

checkout manager
checkout services manager
check out team leader m,f,n)
till team manager
till supervisor
checkout clerk
check out clerk
till team captain
till team leader
customer service manager
check out manager
checkout team leader
check out supervisor
counter manager
check out services manager

Checkout supervisors typically work at checkout counters, in back offices or on sales floors. Based on the various types of stores and companies, they may be required to stand or sit for long periods of time.

No formal qualification is necessary to work as a checkout supervisor. Skills are usually developed through on-the-job training or in-house courses following recruitment as a sales assistant or cashier and advancement to supervisory and management positions.

ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:

• the nature of the work performed in an occupation in relation to the characteristic tasks and duties
• the level of formal education required for competent performance of the tasks and duties involved and
• the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.

Checkout supervisor is a Skill level 2 occupation.

These occupations, although different, require a lot of knowledge and skills similar to checkout supervisor.

shop supervisor
cashier
vehicle maintenance supervisor
rental manager
head waiter/head waitress

These occupations require some skills and knowledge of checkout supervisor. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of checkout supervisor with a significant experience and/or extensive training.

retail department manager
medical goods shop manager
hardware and paint shop manager
toys and games shop manager
department store manager

These skills are necessary for the role of checkout supervisor.

• Create solutions to problems: Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
• Apply company policies: Apply the principles and rules that govern the activities and processes of an organisation.
• Manage budgets: Plan, monitor and report on the budget.
• Maintain transaction’s reports: maintain regular reports related to the transactions performed via the cash register.
• Operate cash point: Count the money; balance cash drawer at the end of the shift; receive payments and process payment information; use scanning equipment.
• Provide department schedule for staff: Lead staff members through breaks and lunches, schedule work adhere to labour hours allocated to the department.
• Manage staff: Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.
• Recruit employees: Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.
• Develop financial statistics reports: Create financial and statistical reports based on collected data which are to be presented to managing bodies of an organisation.
• Perform balance sheet operations: Make up a balance sheet displaying an overview of the organisation’s current financial situation. Take into account income and expenses, fixed assets such as buildings and land, intangible assets such as trademarks and patents.
• Oversee promotional sales prices: Ensure that sale prices and promotions are passed through the register as they should.
• Use it systems for commercial purposes: Convey and communicate data and make commercial decisions by using internal and external IT-systems where appropriate.
• Managing a business with great care: Detailed and thorough treatment of transactions, compliance with regulations and supervision of employees, safeguarding a smooth running of daily operations.
• Process payments: Accept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attention to safety and the protection of personal data.
• Supervise store opening and closing procedures: Supervise the procedures of opening and closing hours such as cleaning, stock shelfing, securing valuable items, etc.
• Provide customer follow-up services: Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
• Control of expenses: Monitoring and maintaining effective cost controls, in regards to efficiencies, waste, overtime and staffing. Assessing excesses and strives for efficiency and productivity.
• Train employees: Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.
• Monitor customer service: Ensure all employees are providing excellent customer service in accordance to company policy.
• Manage theft prevention: Apply theft and robbery prevention; monitor security surveillance equipment; enforce security procedures if needed.

This knowledge is sometimes, but not always, required for the role of checkout supervisor. However, mastering this knowledge allows you to have more opportunities for career development.

• Health, safety and hygiene legislation: The set of health, safety and hygiene standards and items of legislation applicable in a specific sector.
• Accounting techniques: The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
• Employment law: The law which mediates the relationship between employees and employers. It concerns employees’ rights at work which are binding by the work contract.
• Teamwork principles: The cooperation between people characterised by a unified commitment to achieving a given goal, participating equally, maintaining open communication, facilitating effective usage of ideas etc.
• Communication principles: The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.

These skills and competences are sometimes, but not always, required for the role of checkout supervisor. However, mastering these skills and competences allows you to have more opportunities for career development.

• Purchase supplies: Purchase and replenish supplies; make sure that all required goods are available in stock.
• Coordinate shifts: Manage coordination of all activities across each shift.
• Supervise deposit slips: Supervise paper slips that banks use with customers for the purpose of depositing funds onto their account.
• Record corporate property: Make an inventory of all of the company’s possessions including intellectual property such as copyrights, trademarks, patents and trade secrets.
• Measure customer feedback: Evaluate customer’s comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
• Schedule shifts: Plan staff time and shifts to reflect the demands of the business.
• Apply health and safety standards: Adhere to standards of hygiene and safety established by respective authorities.
• Manage cash transportation: Manage the appropriate and safe transportation of cash.

5222 – Shop supervisors

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References

1. Checkout supervisor – ESCO
2. Checkout Supervisor | Careers Database | CareersHQ
3. Featured image: By Kgbo – Own work, CC BY-SA 3.0