Willen Hospice & Willen Hospice Ventures

Job Descriptions

Job Title: Shop Supervisor / Department: Business Development
Team: Retail Team
Reports To: Shop Manager
Band: A / Hours: 15 hrs – flexible working pattern including weekends.
Main Purpose of the Job:
Basic reason for, and purpose of, the position
As a member of a professional, highly motivated, target driven and creative retail team, actively contribute to achieving sales targets, whilst providing high quality customer service.
Key Accountabilities:
Key points that you will use to measure a person’s success in this role
1.  Support the day to day running of the store, providing essential support to volunteers to ensure weekly sales targets including lottery are achieved.
2.  Utilise your strong communication skills to respond promptly to customer enquiries, providing high quality customer service to ensure all supporters have a positive experience of engaging with the Hospice.
3.  Provide an efficient and effective service to customers visiting the store, understanding their needs and requirements, providing advice and guidance wherever possible.
4.  Deal with customers in person and by phone who are wishing to donate goods. Responsible for determining what items are being donated, ensuring legal compliance and saleability of accepted donated goods.
5.  Assist in preparing stock for sale (cleaning/polishing items as they arrive) and work to maximise sales through effective merchandising and implementation of sales promotions.
6.  Escalate store or customer issues promptly to the Shop Manager to ensure key issues are addressed.
7.  Encourage all donors to accurately complete Gift Aid forms for donated items; motivate volunteers and colleagues to also encourage Gift Aid sign up.
8.  Support the induction, training and development of volunteers, ensuring they have the skills and knowledge to fulfil the requirements of the role.
9.  As a Key Holder, open and close the store as required, complete cash and security procedures including cashing up, daily banking sheets and securing the premises.
10. Participate in ‘new goods’ audit as required and ensure all stock is maintained at a good level.
11. Ensure the store meets the highest standards of cleanliness and merchandise presentation and complies with health & safety and associated policies.
12. Undertake other duties as requested by the Shop Manager or Retail Manager to support our Retail activity.
Responsibilities of all employees:
1.  To operate at all times within the Willen values.
2.  To work constructively with colleagues and stakeholders at all times.
3.  To act as an ambassador for Willen at all times
4.  To maintain confidentiality at all times.
5.  To participate in annual Appraisal and attend any training identified.
6.  To attend all mandatory training, e.g. fire training, moving etc.
7.  To abide by the Policies and Procedures of Willen Hospice.

Employee to sign and return a copy of the Job Description to the HR Department in acceptance and understanding of the role requirements.

Employee’s Name (Please print) …………………………… and signature ……………………………

Date of Issue: …………………………………………

Employee Specification Matching Form

Job Title: Store Supervisor / Department: Business Development – Retail Team

Consider the type of person required to perform in the role overleaf. Please indicate those requirements that are essential and those that are preferred on the form below:

Factor / Requirement / Job Level
1 / Communication & Relationship Skills / Good communication skills. Required to demonstrate tact and diplomacy when working with volunteers. Confident and able to build positive relationships with customers and suppliers.
2 / Knowledge, Training & Experience / Minimum of 1 year’s retail experience required. Understanding of retail legislation ideal. Experience of managing or working with volunteers desirable.
3 / Analytical & Judgmental Skills / Able to assess donated stock and determine suitability for sale. Utilise stock holding/sales information to assist in the purchase of new goods.
4 / Planning & Organising Skills / Good organisational skills; plan workload and rotas, including stock delivery and collection planning.
5 / Physical Skills / Stock handling on a daily basis. Merchandising skills. PC skills. Must be able to travel between the stores.
6 / Responsibility for patient or client care / No immediate patient contact but must act as an ambassador for Willen Hospice in all dealings with the public.
7 / Responsibility for Policy/Service Development / Operate within organisational policies and adhere to the Shops Manual. Likely to propose improvements for operation of own area.
8 / Responsibility for Financial & Physical Resources / Daily cash handling, banking of daily takings etc. Reconcile sales from till rolls.
9 / Responsibility for Human Resources / Support the training and development of volunteers.
10 / Responsibility for Information Resources / Use of email for external contact.
11 / Responsibility for Research & Development / No requirement for formal R&D. Should be aware of market place and competition in a more informal way.
12 / Freedom to Act / Operates within given parameters, role supervised rather than managed, with daily operational issues handled by the post holder. Able to escalate as necessary.
13 / Physical Effort / Constant requirement for stock handling, some quite large items – receiving deliveries and merchandising of stock.
14 / Mental Effort / Workload unpredictable due to nature of donations.
15 / Emotional Effort / Little emotional effort required. Required to demonstrate empathy with staff and volunteers.
16 / Working Conditions / Reasonable environment, but weather dependent.

Sept 17