Job Title: / SHOP MANAGER
Department: / TRADING
Location: / Black Bull Lane, Penwortham
Job Summary: / Co-ordinate the daily retail activities of the shop, managing all aspects of the operation. Managing a team of volunteers, stock generation, delivering high customer service and maximising sales and profitability.
Position in Organisation / Please refer to attached organisation chart
Contact with others
Internal
Trading Team (trading office, van drivers, other shops), Fundraising & Lottery Departments, Personnel Department, 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
Key Accountabilities / Tasks /
Retail Commercial Management / ·  Deliver high standard of customer service
·  Generate and prepare stock from other outlets and the community.
·  Co-ordinate the unpacking, sorting, cleaning, preparation and pricing of stock.
·  Merchandise creatively to ensure maximum sales and profit are achieved
·  Plan window displays, promoting hospice events and activities
·  Manage stock control, seasonal changes, culling ,rag etc.,
·  Manage cash reconciliation, expenses, banking and petty cash adhering to financial policies
·  Provide Head of Trading with daily / weekly sales reports and other statistics as required
·  Ensure the security of the shop and its stock
People Management / ·  Supervise and co-ordinate the volunteers work, including cover and absence management
·  Supervise personnel and take responsibility for other hospice staff when on shop premises.
·  Ensure that all staff are aware and comply with Hospice policies and procedures
·  Responsible for the welfare of the staff and volunteers maintaining a good team morale
·  Take appropriate action in the events of incidents and accidents occurring on the premises
Legislative Compliance / ·  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 H & S procedures at all times
Community Relationships
Raising profile / ·  Develop relationships within the local community by liaising with local businesses, commerce, volunteer agencies, churches, schools and further education groups etc
·  Frontline ambassadors for the Hospice
·  To participate in Hospice and Trading events outside normal working hours as reasonably requested
Site Management / ·  Security of shop on opening, closing and during trading hours
·  Monitor building structure and appliances and alert relevant internal and external departments
·  Key holders including overnight call out
·  Responsible for and actively take part in cleaning routines to ensure hygienic working conditions
·  Monitor contracted companies and report to trading office of outcomes
·  Responsible for testing fire alarms, emergency lighting and intruder systems
Decisions / Recommendations includes:
Resolve customer complaints and queries
Pricing and pricing research of donations
Develop new initiatives and business strategy
Collaborate with Head of Trading and initiate policies and procedures
Resolve issues and problems with paid staff and volunteers
Dimensions and limits of authority / influence includes:
Accountable for staffing levels, performance, training on operational procedures
Delegated 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
Site visits and specific tasks allocated by Head of Trading
General autonomy with shop design, layout and merchandising
Stock workload and rotation driven by donations and customers
To provide Trading Company 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, 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
Educated to GCSE level (including Maths and English) or equivalent
Relevant Experience
Good Standard of general education
Minimum three years retail experience
Cash handling / reconciliation experience
Proven leadership experience / Managerial experience
experience of working with volunteers
Key Skills & Abilities
Well developed interpersonal skills with ability to motivate and influence individuals and teams
Able to interact and collaborate effectively to support colleagues and other departments
Good written and verbal communications skills with the ability to give written and verbal instructions effectively
Able to communicate confidently with a range of people with sensitivity
Able to assess situations and defuse conflict situations positively
A team player with the ability to work on own initiative
Able to deliver deadlines, maintaining accuracy and attention to detail
Good organisational skills with the ability to manage tasks simultaneously
Numerate with the ability to interpret & produce financial data / reports
Sales and customer service orientated
Knowledge of Trading Standards
Basic knowledge of Health & Safety and manual handling
Other
Sufficient personal resources to work effectively in a palliative care setting

AGREEMENT

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

Job Title: 7 of 7 Reviewed:

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.