JOB DESCRIPTION

November 2016

Job title: Shop Manager Department:Innovation and Enterprise

Team: Shop from CrisisJob Holder:New Post

Reporting to: Director of Innovation and Enterprise

Aim

  • Key role in the Innovation and Enterprise team and wider contribution to the development of Shop from Crisis
  • Achieve sales and profit targets through the effective management of Archway Shop from Crisis

Dimension

  • Management of volunteers, Assistant Shop Manager and Shop Supervisor
  • Financial responsibility for Shop
  • Responsibility for managing the Shop from CrisisArchway budget
  • Management of stock and suppliers

Circumstances

  • 40 hours a week, worked over a five day working week
  • Based in Shop from Crisis, Archway
  • The shop is split over two floors connected by a staircase rather than a lift, so there will be a physical nature to the role
  • Flexibility is required where reasonable and appropriate. This may include:

-Working on weekends and/or bank holidays as Shop from Crisis is open seven days a week

-Short notice changes to work pattern to cover for absences and to maximise sales

-Attendance at team meetings, training events etc. which could include occasional travel throughout the UK and overnight stays, for which time off in lieu will be given in accordance with Crisis’ TOIL policy

Salary

  • £23,812 per annum

Organisational Chart

Please note the team structure is subject to change

Principal Accountabilities

1. Commercial management

  • Maximise sales opportunities to assist in achieving sales targets by:

-Implementing continuous approach to reducing costs, mitigating errors and maintaining accuracy in all aspects of the business

-Providingeffective, motivational leadership and delegation to Assistant Shop Manager, Supervisor and volunteers at all times

-Maintaining an engaging and professional communication style with staff, volunteers and customers at all times

-Setting and maintaining shop floor and coffee bar standards

-Effectively communicating and promoting of the Shop from Crisis brand

-Ensuringthat stock is valued appropriately to maximise sales and profit

-Establishing relationships and partnerships locally that will contribute to the success of Shop from Crisis, Archway

  • Ensure adherence to Health and Safety procedures, including storage, preparation and handling, cleaning, service and waste management and provide training where necessary
  • Manage, train and support volunteers, delegating appropriate tasks which are considerate of individual abilities
  • Train and supervise Assistant Shop Manager, Shop Supervisor and volunteerson tills, mitigate and correct errors to ensure accuracy
  • Promote customer engagement to inform them of the Shop from Crisis aim as both social enterprise and fundraising opportunity for Crisis

2. People management

  • Devise and maintainrotas to ensure the shopis adequately covered
  • Lead the involvement and recruitment of Volunteers from the local community
  • Provide guidance and training on performance management for Assistant Shop Manager and Shop Supervisor
  • Implementthe induction program and ongoing training for all volunteers
  • Recognise and respond to the individual support needs of Assistant Shop Manager, Shop Supervisorand volunteers

3. Member Involvement

  • Initiate member involvement in the development of Shop from Crisis wherever possible
  • Support Members’ desire to work in the retail sector by providing appropriate support and training opportunities
  • Deliver the Shop from Crisis Retail and Customer Service accredited training program and meet targets for Member outcomes
  • Ensure that Member Volunteers enrolled in the Shop from Crisis Retail and Customer Service accredited training program are adequately supervised and supported throughout their training, and that the appropriate monitoring and feedback is given

4. Stock Management

  • Manage relationships with waste management and rag collection services ensuring timely pick-ups, supply of bags and appropriate reimbursement
  • Request surplus stock from other units where necessary and organise surplus stock to supply other units when requested
  • Coordinate stock pick-ups and deliveries with Logistics and Technical Coordinator
  • Manage sorting, preparation, pricing and loading of stock onto the shop floor and delegate to Assistant Shop Manager, Shop Supervisor and volunteers as appropriate
  • Set and maintaindisplay, merchandising and window dressing standards and train staff and volunteers to do so
  • Maintain stock density and rotation procedure – working to two week cycles
  • Devise and initiate local stock and sales promotions
  • Provide adequate stock control of new goods and achieve shrinkage targets
  • Train staff and volunteers on and enforce adherence to Trading Standards Regulations
  • Oversee the recycling and arrangement of collections of waste products
  • Actively establish relationships with corporate donors and seek out new ways to generate donations locally
  • Ensure that all stock on sale is fit for purpose and has been tested as such where necessary (e.g. PAT testing electrical items)

5. Communication

  • Communicate the Shop from Crisis social enterprise and fundraising goals to customers
  • Develop and manage local marketing and a vibrant promotional calendar
  • Respond to customer requests for information, criticisms andsuggestions
  • Develop and relationships with relevant Crisis departments and demonstrate effective collaboration supporting the shared objective to end homelessness
  • Maintain, manage and update the Shop fromCrisis campaigns and fundraising materials
  • Engage with local community via social media and newsletters and face to face meeting with individuals and groups
  • Oversee the relationship with the ‘Digital Mum’, delegating to Assistant Shop Manager and Shop Supervisor as appropriate to ensure production of materials needed for social media
  • Communicate clearly on Member involvement with Crisis Skylight Coaches

6. Additional Responsibilities

  • Adhere to Crisis’ financial policy and procedures including daily banking
  • Responsible for purchasing shop consumables as necessary
  • Act as main key holder delegating toAssistant Shop Manager and/or Shop Supervisor within procedural guidelines
  • Actively manage adherence to loss prevention policies and procedures
  • Ensure all shop equipment is kept in good working order
  • Inform FacilitiesManagement of necessary repairs and maintenance
  • Keep up to date with developments affecting your work and maintain and improve personal competence through continuous professional development

7. General

  • Actively encourage and support member involvement within Crisis
  • Develop and maintain an understanding of Crisis and the needs and circumstances of homeless people
  • Ensure, through training of and constant reinforcement to staff and volunteers, compliance with Crisis policies and procedures, including Health and Safety policies, for which all employees owe a duty of care both to themselves and others, in accordance with the Health and Safety at Work Act. This includes the storage, preparation and handling, cleaning, service and waste management
  • Carry out any other reasonably required duties in the light of the main purpose of the job

Person Specification

Essential

  1. Experienceas a Shop Manager with some understanding of charity retail processes such as generating stock, stock evaluation and stock rotation
  2. Commercial focus with a track record of setting and achieving targets and managing budgets
  3. Strong focus on customer service and recognition of its value and impact
  4. Ability to work independently, prioritising own tasks and time
  5. Experience managing and motivating others to achieve exceptional results, demonstrating strong leadership by example
  6. Excellent written and interpersonal skills with ability to summarise and present ideas and information to audiences including staff, volunteers and members of the community
  7. Logical, creative problem solver with good attention to detail
  8. Working knowledge of Microsoft Word and Outlook with considerable Excel capability
  9. Knowledge of and ability to comply with safeguarding procedures
  10. Commitment to Crisis’ purpose and values including equality and social inclusion

Desirable

  1. An Assessors Award or willingness to work towards one
  2. Experience of working in a social enterprise or charityand delivering a positive social impact
  3. Experience of working with and supporting vulnerable people
  4. Knowledge of how to engage audiences using social media tools and websites

Online Application

When filling out the Person Specification section of the online application form, please reference each of the 14 points listed above in order. There will be 15 boxes, so you won’t need to use the last one.

Support your statements with specific examplesthat show how you meet each of the 14 criteria. If you don’t provide full responses including examples against each person specification point, the shortlisting panel won’t be able to score your application fully and it’s unlikely that you will be shortlisted.

There is more guidance about completing the form in the online portal, but please don’t hesitate to contact our HR department () with any questions along with the job title and location of the role you are applying for.

We encourage applications from all sections of the community particularly those with personal or previous experience of homelessness.

Supporting information for your application

Thank you for your interest in joining the Shop from Crisis team.

Before you apply please take a moment to read through the information listed below which is designed to support your application and prevent any loss of work.

Personal Statement: demonstrating your skills, knowledge and experience

It is important that you complete all sections of the online application form to ensure that the recruiting panel understand your interests, skills, knowledge and experience.

Shortlisting for an interview is mostly based on the information you provide in the Personal Statement section. When completing this part of the form, please reference each of the 14 Person Specification points listed above in order. There will be 15 boxes, so you won’t need to use the last one.

Support your statements with specific examplesthat show how you meet each of the person specification points. You may wish to use the STAR approach:

S or T / situation or task / Describe the situation or the task that you had to complete. It could be something from your previous employment or personal experience – just make sure it’s relevant. Given enough detail for the person shortlisting to understand what was involved
A / action / Describe the action you personally took to resolve the situation or task. Explain the process/steps you took. Even if you are describing a group project, describe what you did rather than what the team did as a whole.
R / result / This is the crucial part of the answer. Explain how your actions resulted in a successful outcome. Talk about what you achieved, the benefits and what you learned.

Please note! If you don’t provide full responses against all of the person specification points, the shortlisting panel won’t be able to score your application fully and it will be unlikely that there is enough information to be shortlisted.

Saving your application

It is important to remember when completing your application that it will not save automatically and there is a strict timeout function. To avoid any loss of work, it is a good idea to save your answers in a Word document first and copy and paste the responsesusingtheCTRL+CandCTRL+Vcommands into the online form when you are ready.

If you have any questions please email giving the vacancy name and location in the subject line.

Thank you (and good luck!)

HR Team