St. Columba’s Hospice
Vacancy Information Pack
Position: Shop Manager
Maternity cover up to 12 months
Please apply using a Hospice Application Form (included in this pack)
GRADE: Band 2
HOURS: 37.50
SALARY SCALE: £16,532 - £18,903
CLOSING DATE: 5.00pm on Friday 13th October 2017
INTERVIEWS: Thursday 26th October 2017
Please apply using a Hospice Application Form (included in this pack)
This post requires the post holder to have a Basic criminal record check via Disclosure Scotland. An application will need to be made to Disclosure Scotland and deemed satisfactory before they can begin in post. The Hospice will pay for the cost of the check
We want to ensure that as much of our resources as possible go towards supporting people with a terminal illness and therefore we do not normally contact unsuccessful applicants individually. If you have not heard from us within four weeks of the closing date, please assume that your application has been unsuccessful on this occasion. However, we would encourage you to apply for other suitable roles. Thank you for your interest in this vacancy and in working for St. Columba’s Hospice
VACANCY
St. Columba’s Hospice aims to improve the quality of life for people with progressive, far advanced disease and to provide support for their families. To continue to provide our services in our in-patient wards, and in the homes of our patients, we rely on every pound we can raise through our shops throughout Lothian.
Shop Manager- Goldenacre Book Shop
Maternity cover up to 12 months
Band 2 £16,532 - £18,903 + Pension
Full- time – 37.50 hours per week, over five days.
We are looking for a Shop Manager to join our team, to run our shop in Goldenacre. In this varied and exciting role you will be instrumental in making sure that the shop is at the hub of the local community, acting as the face of St. Columba’s Hospice and raising public awareness of our fundraising efforts.
You will be responsible for the day-to-day running of the shop and reporting to the Shops Operations Manager. Customer service orientated, you’ll have a proactive attitude and a strong ability to build effective relationships with the volunteers. You will have commercial awareness, merchandising skills, a good understanding of budgeting, and the ability to react creatively with the donations received and enjoy using your sales skills. You will also have the ability to make recommendations to ensure the shop hits its targets and knowledge of Gift Aid.
Does this sound like you?
You’ll need an appreciation and understanding of retail operations, in particular related to donated goods combined with a good knowledge and experience of using computers and solid experience of managing a diverse team of people.
For an application form and job description, visit our website at www.stcolumbashospice.org.uk Alternatively call 0131 551 7722 or by email
Closing Date: 5.00pm on Friday 13th October 2017
Interviews: Thursday 26th October 2017
Scottish Charity No SC003634
ST. COLUMBA’S HOSPICE
JOB DESCRIPTION
1. JOB IDENTIFICATIONJob Title: Shop Manager
Responsible to (insert job title): Shops Operations Manager
Department(s): Fundraising
Division: St. Columba’s Hospice
Job Reference: STC-FUN-014
No of Job Holders: 5
Last Update : 19 April 2016
2. JOB PURPOSE
To maximize sales and profitability of shop, maximize value from donated goods and enhance awareness of the Hospice within the community.
3. DIMENSIONS
Ø To operate and develop a profitable second hand retail outlet to secure funds for the Hospice.
Ø To raise awareness of the Hospice, it’s brand and services in the local community.
Ø Managing a team of volunteers delivering a consistent level of service to the public.
Ø To encourage take-up of Hospice Gift Aid
Ø To work alongside the Hospice complying with relevant policies.
Ø To ensure a consistently high level of customer service to both customers and donors.
Ø To investigate all possible avenues for maximizing sale of goods both donated and bought.
Ø To be responsible for end of the day cashing up and banking and create the daily spreadsheets
Ø To be authorised signatory for petty cash amounts (eg to pay window cleaner)
4. ORGANISATIONAL POSITION
5. ROLE OF DEPARTMENT
The Hospice aims to provide a high standard of specialist palliative care to patients with advanced progressive disease for whom there is no cure. Through a multidisciplinary approach the focus of care is based on meeting the physical, psychological, spiritual and social needs of the patient, and those important to them. The Hospice aims to provide the best quality of life for each individual patient as well as supporting their family / friends and those important to them.
The Hospice service consists of:
· 30 in-patient beds over 2 teams
· A Day Hospice service – up to15 clients daily
· A Community Palliative Care Team working with approx. 500 clients in the community
· An education department
o Income to run St Columba’s Hospice is £5.2 million (year 2005/6). The Fundraising Department target for.
o The department must maximise voluntary income streams through development, promotion and management of fundraising initiatives.
o This voluntary income allows the hospice to provide its Specialist Palliative Care Services at no cost to the patients or their families.
St. Columba’s Hospice Shops
St. Columba’s Hospice Shops has operated a Lothian-wide retail network of 6 shops for over thirty years. The Shops are a wholly owned subsidiary of St. Columba’s Hospice and exist to raise funds for the support of St Columba’s Hospice, a charity specialising in providing palliative care services to the local community.
With seven paid staff (Shops Managers and Driver) and a loyal volunteer base of over 200, this retail operation contributes a significant amount of annual income to St. Columba’s Hospice. The retail operation faces a number of challenges and opportunities in the future including:
· Implementing a new marketing and retail strategy across all shops
· Decreasing operating costs and improving efficiency of operating systems
· Increasing the intake of new volunteers
6. KEY RESULT AREAS
Planning and Organising
Ø To produce and manage an overall volunteer rota ensuring adequate and appropriate cover is provided for the shop trading hours.
Ø To meet agreed sales targets.
Ø To manage the gift aid using cyber till system.
Ø To manage and co-ordinate the day to day retail activities and volunteer team within the shop.
Ø To manage the agreed stock rotation system within shop to ensure stock displayed is both regularly refreshed and updated
Ø To manage and co-ordinate the window and shelf displays.
Ø To manage and co-ordinate the processing of donated goods within agreed guidelines selecting appropriate goods for sale/recycling.
Ø To operate and manage a pricing policy to maximise profit from donated goods
Ø To ensure efficient and effective shop operations by following guidelines to include stock storage and disposal of rubbish.
Ø To manage and co-ordinate the sale and stock control of all bought in goods including Christmas cards in liaison with the Trading Coordinator
Ø To liaise and assist in the transfer of goods to other shops.
Ø To provide emergency cover for shop when required.
Ø To select appropriate goods suitable for realising more money through auction homes or online auction sites
Ø To help recruit, select and train new volunteers
Financial and Security
Ø To monitor sales performance against budget and take remedial action in agreement with Shops Operations Manager.
Ø To control expenditure of a small petty cash float
Ø To control expenditure, minimise costs and authorise expenses within budget.
Ø To seek opportunities to maximise value from donated goods according to Shop Policy.
Ø To ensure daily banking declaration
Ø To follow agreed till and cashing up procedures when handling money.
Ø To ensure correct procedures are followed by the shop for the safe receipt of donated money.
Ø To ensure that Hospice Health and Safety and Trading Standards regulations are adhered to within the individual shop.
Ø To ensure that Hospice and Shop policies are adhered to
Ø To maintain adequate security and safety of shop, money, goods and personnel
Ø To report accidents according to Hospice policy and report any maintenance requirements according to guidelines.
Ø To follow security procedures when handling donations
Ø To ensure shop volunteers are trained in fire/evacuation procedures
Customer Service
Ø To provide excellence in customer service at all times
Ø To show real appreciation to donors for all donated goods at all times
Ø To deliver and maintain high standards of presentation, stock, and housekeeping
Ø To actively listen to customers and volunteers to demonstrate time and care
Ø To co-ordinate with Stewards and Shops Operations Manager regarding the efficient collection and distribution of donated items as required.
Ø To create a welcoming, happy and appreciative atmosphere for customers and shop volunteer team.
Ø Encourage team work and exhibit leadership values
Ø Positively promote the role and working of the Hospice within the community
Professional
Ø Attend staff meetings as required
Ø Ensure shop volunteer team is regularly briefed on key issues, activities and changes to policy
Ø Engage volunteers in the communication loop with timely and effective information
Ø To develop self to enhance performance within the role and attend training courses as identified/required
Ø To support and carry out an induction programme for all new volunteers and ensure ongoing training.
Ø To participate in the Hospice appraisal performance and development review system (KSF).
Other:
The nature of this post is such that the post holder is expected to work those hours which are reasonably necessary or appropriate from time to time in order to enable him/her to carry out the duties properly.
You may be required to undertake your duties at any Hospice retail outlet.
This job description does not contain an exhaustive list of duties, and the post holder may be required to undertake other duties that are within the post holder's skills and abilities whenever reasonably instructed. The job description will be reviewed from time to time in order to adapt and develop the role according to service needs and Hospice policies.
7a. EQUIPMENT AND MACHINERY
Ø Computer
Ø Electronic till system + Gift Aid
Ø Telephone
Ø Price/Tagging guns
Ø Electric Shutters
Ø Vacuum Cleaner
Ø Cleaning Materials
Ø Coat Hangers
Ø Hanging Rails
Ø Steamer
Ø Iron
7b. SYSTEMS
Ø Diary / Communications book
Ø Daily Sales
Ø Volunteer Rotas
Ø Rag receipt book
Ø Daily operational checklist including fire prevention procedures
8. ASSIGNMENT AND REVIEW OF WORK
Ø Reporting to the Shop Operations Manager and ultimately the Director of Fundraising
Ø Responsible for daily operations of individual shop including meeting weekly, quarterly and annual sales targets
Ø Annual Performance and Development review system (KSF)
Ø Quarterly Shop Manager Workshops
9. DECISIONS AND JUDGEMENTS
Ø Quality of donated goods
Ø Arranging appropriate volunteer cover
Ø Arranging sales initiatives when appropriate
Ø Pricing in line with agreed policy and local climate
10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB
Ø Dealing with the public/difficult customers
Ø Occasionally being a lone worker
Ø Managing Volunteer performance and expectations
Ø Ensuring enticing and exciting Window Displays
Ø Sorting dirty / soiled donations
Ø Generating sales when no control over goods
Ø Merchandising within a limited space
Ø Lack of volunteers at times
11. COMMUNICATIONS AND RELATIONSHIPS
Ø Customers – serving and assisting with enquiries and sales
Ø Volunteers – managing, assigning tasks and building good working relationship
Ø Shop Management Staff –reporting and seeking assistance
Ø Donors – thanking and assisting with enquiries
Ø Rag Merchant, Refuse Collectors
12. PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB
Physical:
Moving and arranging furniture
Merchandising of clothing / bric a brac including moving hanging rails and lifting bags
Lifting shutters
Standing for majority of working day
Mental & Emotional
Dealing with difficult customers
Being empathetic with volunteers and customers
Environmental :
On occasion:
Ø Lone Working
Ø Confined Spaces
Ø Lack of volunteers
13. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB
Ø Experience of managing a team
Ø Experience of Gift Aid
Ø Previous retail experience, preferably in charitable sector.
Ø Cash handling experience
Ø Experience in a customer service environment
Ø Responsible attitude
Ø A Flexible approach to work
Ø Good house keeping
Ø Good organisational skills
14. JOB EVALUATION OUTCOME
Band: 2
Date: 19 April 2016
PERSON SPECIFICATION
SHOP MANAGER
Criteria / Essential / DesirableKnowledge and Experience / Commercially aware
Experience and understanding of high street retail operations
Experience of managing a diverse range of people
Experience of cash handling and Gift Aid / Experience of working with sales and profit targets
Experience of using computers for social and business purposes
Skills and Abilities / Good interpersonal skills with ability to build effective relationships with shop teams and volunteers
Flexible attitude and adaptable to change
Able to use own initiative and have a proactive attitude
Able to work effectively under pressure
Good time management prioritisation skills
Ability to effectively organise and plan
Good written and numeric skills
Customer service orientated / A good understanding of budgeting and forecasting
Ability to analyse data, draw insights and make recommendations to ensure the shop hits its targets.
Other requirements / Ability to travel between and work in any St. Columba’s Hospice shop in Edinburgh & Lothian as required
CONDITIONS OF SERVICE
TITLE: Shop Manager
REPORTING TO: Shops Operations Manager
LOCATION: Normally based at Goldenacre Book Shop but may be required to undertake duties at other Hospice shops throughout Edinburgh & Lothian
Induction will take place at an established St. Columba’s Shop e.g. Leith, Stockbridge or Portobello. The successful candidate will need to be able to travel to these locations to complete the induction process.
JOB STATUS: Temporary, Maternity Cover- up to 12 months.