Lindsey Lodge Hospice

Lindsey Lodge Hospice

LINDSEY LODGE HOSPICE

JOB DESCRIPTION

Job TitleRetail Manager- Café and Gift Shop

LocationScotter, Near Scunthorpe

Salary Band 3 £16,800- £19,655

Hours 37.5 hrs (Inc. some weekend workingon rota a system) and occasional evening events

Reporting toRetail Trading Manager

DurationPermanent, subject to 6 months satisfactory probationary period being completed

Purpose of PostThis is an exciting opportunity to manage a new venture in the community of Scotter. As the Hospice continues to expand its retail and community support work, this will be the first different ‘charitable business’ opportunity for the Hospice of this nature. The Hospice is keen to develop a new retail business in Scotter that combines the sale of new goods and offers light refreshments under one roof. The Hospice has strong links with existing community support groups thatself-manage fundraising activities within a local community for the benefit of the Hospice. This project

will aim to develop a community support team around Scotter and neighbouring villages and associate their work with the new premises in Scotter to develop a retail and community ethos that links to the café/shop.
The manager of this new premise will work very closely with the Retail Trading Manager who will support the business and the manager will develop a relationship with the Community Fundraising Co-ordinator who will support the development of a new community support group which will have an identity with the business. The postholder will have a unique opportunity to combine sales and fundraising in a local community and will be able to support the development of this new hospice venture.

Main contacts

Internal:Staff and volunteers involved with retail management, fundraising, financial, administrative and Supporter Groups. The Hospice Catering Manager will support and advise on food handling and hygiene compliance.

External:Members of the public, statutory services and suppliers.

Key Tasks

Management

  • Manage the café/shop on a day to day basis.
  • Ensure compliance with relevant Food Hygiene policies and procedures of Lindsey Lodge Hospice so that the retail premises are managed in accordance with relevant legislation and LindseyLodge procedures and policies.
  • Ensure understanding and adherence to Health & Safety regulations, so that staff and volunteers are managed safely and responsibly.
  • Further develop this new business to promote sales of both food and new goods, ensuring they are displayed creatively.
  • Consider use of social media to market sales, particularly at times when the foot fall of customers is variable.
  • Ensure security of premises, goods and finance at all times during agreed opening hours so that anyrisks are minimised.
  • Ensure that staff and volunteers are managed in keeping with hospice general retail and community principles so that morale and reputation is maintained to the highest levels.

Sales and donated goods

  • Achieve sufficient sales to meet retail targets as agreed with Retail and TradingManager.
  • Encourage thesales and support of lottery tickets, scratch cards and other fundraising events and ensure that customers are aware how to undertake this.
  • Ensure that stock is suitably and safely displayed, so that shop, gift and café sales and profit are maximised to their full potential.
  • Use initiative to consider other offers e.g. afternoon teas, daily ‘specials’ seasonal foods etc. using advise from the Hospice catering manager as required.
  • Ensure a high standard of customer service so that repeat custom is generated.
  • Price stock at a consistent level, in keeping with Lindsey Lodge policies, so that profits are maximised.
  • Ensure that all financial transactions are correct and customers are advised about regular giving as appropriate.
  • Working with theRetail & Trading Manager ensures there is sufficient stock to replenish following sales.
  • Work in partnership with the Hospice catering manager to look at food purchasing where efficient from the Hospice.
  • Make use of the Hospice transport appropriately to collect goods from the Hospice and remove unwanted waste/items.

Shop Appearance

  • Ensure that the retail premises are friendly, clean and tidy so that customers are encouraged to return.
  • Maintain high standards of display in both the shops and shop window so that goods are displayed to best advantage and special promotions are clear to customers.
  • Review constantly shop and café appearance.
  • Keep all merchandise clearly ticketed and priced.

Café

  • Have a relevant Food Hygiene Certificate or be prepared to undertake on employment.
  • Set Café up each day and direct a team of volunteers with appropriate duties.
  • Provide support and training to volunteers and paid staff as appropriate.
  • Maintain high levels of cleanliness and hygiene.
  • Provide a warm and welcoming environment to customers.
  • Be responsible and participate in a dailycleaning schedule that includes periodic deep clean of café area, and maintaining daily health and safety records.
  • Ensure correct storage of stock and ordering of food.
  • Responsible for the smooth running of the café on occasional evening events
  • All sales to be rung through the relevant Cybertill System

Stock

  • Ensure adequate retail, gift and cafe stock control is maintained, so that the rotation of stock can be monitored.
  • Any unwanted stock and donations are to be removed from the premises discreetly via the back door and booking of transport to undertake this should be timely. There is the use of a Hospice vehicle for this purpose.
  • Ensure that any stock considered saleable at another Hospice shop is passed on(to the Hospice warehouse) rather than disposed of.

Staffing and volunteers

  • Working with the Retail & Trading Manager and Volunteer Managerrecruit, train and manage voluntary staff so that everyone involved is clear about roles and responsibility.
  • Ensure that all staff and volunteers are regularly informed about shop developments, Community Fundraising, management decisions and training opportunities so that they can play a full role in helping the café/shoppremises to achieve success.
  • Maintain staff (paid and volunteer) rotas and adequate staff coverage during holiday periods and sick leave, so that the business functions in a smooth and professional manner.
  • Carry out regular reviews with voluntary staff, so that all parties are fully informed and trained at all times.

Security

  • Ensure that all transactions are properly recorded and that cash and valuables are kept secure.
  • Hold the keys to the Retail premises and ensure that the premises are secure whenever left unattended.
  • Ensure prompt notification toRetail TradingManagerand/or local police in the event of apparent or actual break-in, theft or damage to the premises or personal property.
  • Ensure prompt notification toRetailTradingManager regarding suspected theft or dishonesty of any staff or helpers.

Administration

  • Ensure accurate daily financial reconciliation, daily/weekly banking of monies, produce weekly and monthly accounts, so that Lindsey Lodge Hospice financial procedures are met in full.
  • In partnership with the Retail TradingManager monitor budget targets and help formulate budgets so that the retail premises operates as cost effectively as possible and meets required budget targets.
  • Maintain an accident book and first aid box so that all accidents are efficiently handled in accordance with Lindsey Lodge Health and Safety procedures.
  • Maintain an efficient and logical filing and recording system so that all necessary paperwork can be easily accessed.

Community Fundraising

  • Working with theCommunity Fundraising Co-ordinator aim to develop and identity with the local community who will be creative in terms of fundraising for the Hospice.
  • Encourage the local community to identify with the premises as a ‘hub’ in order to meet up and share ideas about fundraising locally.
  • Offer the use of the premises as appropriate to host fundraising event e.g. in an evening.
  • Encourage the local community to become engaged in local fundraising and link them to other Hospice teams as appropriate.

Other matters

  • Play an active role as a member of the Retail Team and Community Team, and undertake any relevant training, so that you continue to feel involved and part of the team.
  • Network with other Hospice retail managers and supervisors to share expertise and ideas and for peer support.
  • Have an understanding of developments of other charities nearby so that Lindsey Lodge can keep abreast of changes and retain competitiveness.
  • Ensure you have adequate knowledge about the purpose of Lindsey Lodge Hospice so that any staff and customer queries can be answered.

This is not an exhaustive list. The successful candidate will be expected to be a good team player and operate in a flexible manner as the role develops and perform other tasks as required.

The Hospice operates a no smoking policy for staff.

KG/SS/August 2017

PERSON SPECIFICATION

Job Title:Retail Manager [Café & Gift /Shop]

ESSENTIAL
/

DESIRABLE

QUALIFICATIONS

/
  • A very good standard of literacy, numeracy and IT application
/
  • Food Hygiene Certificate
  • Business, fundraising or retail qualifications

EXPERIENCE / At least three years’ work in retail, fundraising or business including:
  • Business management
  • Shop and staff management
  • Stock control
  • Financial management and procedures
  • Customer contact and service
/ Experience of involvement in a charity culture preferably in a paid role.
Experience of managing staff and working with volunteers
Experience of working in a café/kitchen or with food service and preparation
SKILLS
/
  • Good social skills
  • Able to work under pressure and deal with a variety of people.
  • Ability to work alone and as part of a team
  • Ability to prioritise work
  • Ability to display stock
  • Ability to identify customers' needs
  • Ability to identify suitable merchandise
  • Ability to work with volunteers
  • Ability to deal with customer complaints to bring about early resolution

PERSONAL QUALITIES /
  • Honest and reliable
  • Positive ‘can do’ approach
  • Efficient and effective
  • The ability to exercise sensitivity towards voluntary staff and customers
  • Good general health
  • Non-smoker
/ A willingness to undertake any training considered appropriate to the role

KG/SS/August 2017

Additional information

F= frequently, S = seldom, R = rarely, N = never
F / S / R / N
Physical Effort / Nature, frequency and duration of physical effort
  • Moving and handling goods or equipment of all sizes and weights
  • Frequent walking, standing and kneeling
/ *
*
Mental Effort / Nature, level and frequency of effort
  • Frequent concentration for both predictable and unpredictable workload
  • Ensuring effective communication
  • Constant interruptions and demands on time management
  • Assess changing situations and act accordingly
  • Supervision of junior staff and prioritising workload
  • Requirement to keep updated personally and professionally
/ *
*
*
*
*
*
Emotional Effort / Nature, frequency and duration of emotional effort in situations that are generally considered to be distressing and/or emotionally demanding.
  • Exposure to situations such as patients receiving bad news
  • Dealing with patients at the end of life and their families
  • Supporting colleagues
  • Taking charge of the team
/ * / * / *
*
Working conditions /
  • Dealing with violence or aggression from patients or visitors
  • Dealing with bodily fluids
  • Lack of equipment or resources
  • Handling highly unpleasant chemical substances, some of which may be hazardous to health
/ * / * / *
*

KG/SS/August 2017

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