Job Title: / Shop Manager (37.5 Hours per week)
Trading
Location: / Bamber Bridge
Job Summary: / Manage and co-ordinate the daily retail activities of the Bamber Bridge shop including management of volunteers, delivery of high customer service, maximising sales and profitability, adhering to health and safety and relevant policy and procedures.
This position will also support the donation centre located within the hospice grounds and the Lostock Hall shop as required.
Enhance the hospice’s profile and reputation within the community with safe, welcoming premises, good customer relations, promotion of fundraising activities and interaction with local businesses.
Position in Organisation / Reporting to the Area Retail Manager
Please refer to attached organisation chart
Contact with others
Internal
Trading team (trading office, van drivers, other shops)
Community, Lottery and Communications teams,
HRdepartment,
Maintenance team.
All hospice staff & volunteers
External
Donors & General Public, Trade persons, Trading Standards, Contractors, Police & Fire, Rag & Waste Services, Auction House and Specialist Dealers, Landlords and Volunteer agencies
Key Accountabilities / Tasks
Retail Commercial Management /
  • Achieve income targets including Gift aid income.
  • Maximise the sales of donated goods to produce the highest level of profit
  • Provide the area retail manager with daily / weekly sales reports and other statistics as required
  • Manage cash reconciliation, expenses, banking and petty cash adhering to financial policies at all times
  • Ensure consistentlyhigh standards of customer service are achieved in all allocated hospiceshops
  • Ensure attractive design and layout with inventive, merchandising all being standard practice consistently applied across the shops.
  • Assist and guide volunteers in the most efficient methods of dealing withdonations and deliveries of stock in outlets
  • Implement and manage effective stock rotation within each shop.
  • Manage seasonal changes, culling, waste etc including stock rotation across the shops.
  • Manage and monitor the sorting, cleaning, preparation and pricing of stock.
  • Manage and assist with the planning of window displays, promoting hospice events and activities
  • Maintain the security of the shops and their stock

People Management /
  • Motivate and inspire volunteers to be committed, high performing and reflect the vision and values of St Catherine`s hospice at all times.
  • Support and encourage the volunteers to achieve shop Gift Aid targets
  • Assist in the recruitment, induction, training, and development of volunteers
  • Ensure the right number of volunteers with the right mix of skills are available, ensuring shops are always appropriately staffed.
  • Guide and assist in the preparation of rotas for each location.
  • Supervise and co-ordinate the volunteers work, including cover and absence management
  • Ensure that all volunteers are aware and comply with hospice policies and procedures including health & safety, code of conduct and legislative requirements.
  • To partner the area retail manager in creating good team morale and care of volunteers
  • Manage, report and take appropriate action in the event of incidents, accidents or near misses occurring on the premises or involving any volunteers whilst off site in the course of their duties.
  • To actively participate in annual appraisals
  • To actively participate in education and training relevant to the role and that of volunteers

Legislative Compliance /
  • To ensure that statutory regulations are met with regard to
H & S and appropriate signage
  • Undertake regular Risk Assessments
  • Ensure that stock meets Trading Standards Compliance including electrical goods
  • Ensure that staff adhere to manual handling and Health & Safety procedures at all times

Community Relationships and Raising Profile /
  • Manage and develop relationships within the local community by liaising with local businesses, commerce, volunteer agencies, churches, schools and further education groups etc
  • To adopt the role of ambassador for the hospice
  • To participate in hospice and trading events outside normal working hours

Site Management /
  • Managing the security of shops on opening, closing and during trading hours
  • Monitoring building structure and appliances and alert relevant internal and external departments
  • Manage key holders including overnight call out
  • Manage and monitor the cleaning routines to ensure hygienic working conditions
  • Manage and monitor contracted companies and report to trading office of outcomes
  • Take responsibility for testing fire alarms, emergency lighting and intruder systems

Decisions / Recommendations includes:
Respond and resolve customer complaints and queries in a timely and professional manner
Carry out pricing research of donations
Assist with initiating policies and procedures
Manage and assist in resolving issues and problems withvolunteers
Dimensions and limits of authority / influence includes:
Participation in the recruitment of shop volunteers
In the event of absence or holidays, delegate authority for cash reconciliation, petty cash and hospice property
Accountable for meeting sales targets and accurate recording of cash donations
Responsible for stock accounting of new goods including Christmas Cards (VAT implications)
Allocation / checking of work
Specific tasks allocated by the area retail manager and head of trading
Manage shop design, layout and merchandising
Stock workload and rotation driven by donations and customers
To provide area retail manager with weekly reports detailing sales and any other shop activities
Trading Standards and Health and Safety Compliance
Physical effort
Unpredictable, as it is dealing with unknown donations and awkward loads
Physically demanding, standing, bending, lifting, walking and it may involve moving stock up and down stairs or in and out from exterior premises
Working conditions / environment
Confined workrooms for donation sorting with no natural light
Lifting and handling is not always confined to shop workrooms
Possible exposure to dirty and broken donated goods
Protective gloves / tabards provided
Exposure to bereavement issues
Disrupted lunch breaks due to personal safety issues, staffing levels and commercial demands
Other Duties include:
Carry out any other duties as required by the Chief Executive
Health & Safety
Comply with Hospice policies, procedures and protocols

VOLUNTEERS

The Hospice has the advantage of being supported by a number of volunteers. If a volunteer is assigned to assist you at any time, you will still retain responsibility for the requirements of this job in terms of accuracy, efficiency and standards of completion. You will also ensure good communication and be mindful of your responsibility towards that volunteer in terms of Health and Safety.

CONFIDENTIALITY

You should be aware of the confidential nature of the Hospice environment and/or your role. Any matters of a confidential nature, relating to patients, carers, relatives, supporters, customers, staff or volunteers must not be divulged to any unauthorised person.

DATA PROTECTION

You should make yourself aware of the requirements of the Data Protection Act and follow local codes of practice to ensure appropriate action is taken to safeguard confidential information.

ORGANISATIONAL CHART (see below)


PERSON SPECIFICATION

ESSENTIAL / DESIRABLE
Qualifications
Good Standard of general education
Relevant Experience
Experience in retail management
Cash handling / reconciliation experience / Retail experience in a charity environment
Experience of working with volunteers
Supervisory experience,
Key Skills & Abilities
Good interpersonal, influencing and communication skills with the ability to initiate, develop and maintain strong relationships.
Able to communicate confidently with a range of people with sensitivity and defuse conflict situations positively
Good written and verbal communications skills with the ability to give written and verbal instructions effectively.
Ability to produce and interpret sales data
Good organisational skills with the ability to manage tasks simultaneously across a number of sites.
Sales and customer service orientated with a keen interest in vintage fashion clothing.
Local geographical knowledge
Strong IT skills with the ability to train team members on basic retails systems i.e EPOS / Knowledge of Trading Standards
Basic knowledge of Health & Safety and manual handling
Other
Sufficient personal resources to work effectively in a palliative care setting
Hold a full UK driving license as a key part of the role will require the postholder to travel to multiple sites

AGREEMENT

Senior Manager’s name / Signature
Job Holder’s name / Signature
DATE AGREED

Job Title: Bamber Bridge Shop Manager 1 of 7 Reviewed: May 2017

This Job Description is not exhaustive but provides an outline of duties and responsibilities. It does not form part of the Contract of Employment and will be subject to periodic review with the postholder.