Retail Shop Manager

Job Description

Job Title: /

Retail Shop Manager

Location: / Any Retail Shop: St Barnabas or Chestnut Tree House
Reporting to: / Area Manager
Department: / Retail
Job Purpose: / To co-ordinate the daily retail activities of the shop, managing and training staff, delivering high quality customer service and maximising sales and profitability. To enhance the St Barnabas Hospices profile within the community and develop business relationships within the community.
Direct Reports: / Assistant Manager
Sales Assistant (s)
Volunteers

POSITION DIAGRAM

Internal Contacts: / Retail Development Director
Area Managers
Retail Team (retail office, van drivers, other shops)
Finance Department
All Hospice Staff and Volunteers
External Contacts: / Donors / General Public
Trades persons
Key Accountabilities / Tasks / % Importance
Retail Commercial Management / Shop where stock is sorted on the premises

To receive donations of stock from the public
To co-ordinate the unpacking, sorting, cleaning and preparation of stock. To liaise with the Retail Office so that delivery and collection of stock and furniture is handled efficiently
To assume responsibility for the allocated van resource in shops where furniture is sold

Shop where stock is sorted at the Distribution Centre

To receive donations of stock from the public and arrange for delivery to the Distribution Centre
To receive stock from the Distribution Centre, price and prepare for sale to include erecting and dismantling furniture as necessary
To liase with the Distribution Centre so that the delivery and collection of stock and furniture is handled efficiently

General

To work in the shop sales area and till point as necessary, ensuring staff and volunteers are trained in correct cash handling and selling procedures in line with Hospice policies and procedures.
To ensure the shop opens and closes at the correct times as advised by the Retail Development Director.
To merchandise creatively to ensure maximum sales and profit are achieved
To plan window displays promoting hospice events and activitiesas advised by the Retail Area Manager
To take responsibility for ensuring an adequate donation level at all times
To manage stock control, culling etc. in line with retail policies and procedures
To manage furniture collection and delivery as appropriate
To provide Area Manager with weekly sales / stock reports and other statistics as required. And to ensure all reports and paperwork are completed accurately and on time and the information is sent by mail, fax or electronically ( via internet and computer connections) in line with the correct deadlines as advised by the retail office
To ensure stock counts, particularly new goods stock counts, are done accurately and to deadlines as set by the Area Manager/Retail Development Director
To deliver high standards of customer service, ensuring at all times that customers and donators are treated with respect, by all staff and volunteers
To manage expenses, banking, cash reconciliation and administer petty cash adhering to policy
To ensure the security of the shop and its stock

/ 30%
People Management /

To supervise the work of staff and co-ordinate the volunteers work, including staff cover and absence management
Responsible for volunteer recruitment, induction, training, performance, development and appraisal.
Responsible for appraisals and training of subordinate shop staff.
To supervise van personnel and take responsibility for other hospice staff when on shop premises
To ensure that all staff and volunteers are aware and comply with St Barnabas Hospices polices and procedures
Responsible for the welfare of the staff and volunteers and maintaining a good team morale
Taking appropriate action in the events of accidents and injuries occurring on the premises
To ensure any ‘RIDDOR’ incident is acted upon immediately and reported to the Retail Development Director.

/ 20%
Legislative Compliance:
Trading Standards
Health & Safety
Employment Legislation /

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 and Safety procedures at all times

/ 10%
Community Relationship / profile raising /

To develop professional relationships within the community by liaising with local businesses, commerce, Friends Groups etc.
Frontline ambassadors for the Hospice
To participate in St Barnabas Hospices, and trading, events outside of normal working hours

/ 20%
Site Management /

Responsible for the security of the shop on opening, closing and during trading hours
To monitor building structure and appliances and alert the Retail Office of any potential problem.
To be a key holder including overnight callout
To be responsible for and actively take part in cleaning routines to ensure hygienic working conditions
To monitor contracted companies, for example Rentokill and Chubb when on premises and report to Retail Office of outcomes
To be responsible for testing fire alarms, emergency lighting and intruder systems and carrying out regular Fire Practices in the shop.

/ 20%

Decisions / Recommendations

Resolve customer complaints and queries
Pricing and / or pricing research of donations
Collaborate with Retail Development Director and initiate procedure / retail policy enhancements
Develop shop business strategy working in conjunction with the Retail Development Director
Initiate and respond to external influences / trade trends ensuring optimum stock / sales achievements
Resolving issues / problems with paid staff and volunteers.
Dimensions and limits of authority / influence)
Accountable for staffing levels, performance, training on operational procedures
Participation in the recruitment of shop employees
Active participation in the recruitment of volunteers
Delegated authority for budgets, cash reconciliation, petty cash and hospice property.
Accountable for meeting the sales targets set for the shop and for the accurate recording of cash and donations.
Responsible for stock accounting of new goods including Christmas cards (VAT implications)
Key holder responsibility for house clearances to such as Estate Agents / Solicitors / Executors

Allocation/checking of work

Site visits and specific tasks allocated by Area Manager
Ensuring shop design, layout and merchandising are kept within design parameters set and agreed with the Retail Development Director.
Stock workload and rotation driven by donations and customers
To provide Area Manager with written, or electronic reports detailing sales and 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 from exterior premises

Working conditions

Confined workrooms for donation sorting with no natural light and may be exposed to rodents and pests.
Lifting and handling is not always confined to shop workrooms
Frequent contact with human / animal dirt and sometimes waste
House clearances may involve exposure to dirt and parasites
Protective aprons and gloves provided
Exposure to bereavement issues / environment and to potentially threatening behaviour
Limited opportunities for lunch breaks due to personal safety issues and commercial demands
Some stock may be held off premises

Qualifications, skills and knowledge required

Qualifications / Experience

Good standard of general education to GCSE level in Maths and English or equivalent and/or qualified by experience.
Proven leadership experience

Desirable

Previous retail or business experience with budget accountability
Cash handling experience
Experience working with volunteers or as a volunteer preferred / not for profit sector

Skills

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 wide range of people and 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 on 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

Computer literacy desirable
Personal grief resolved sufficiently to perform & cope in a environment that has potential exposure to bereavement concerns

Knowledge

Trading Standards
Basic knowledge of Health and Safety (retail) and manual handling
Budgeting aptitude & business acumen
Local geographical knowledge
Awareness of collectables / antiques

OTHER DUTIES

To undertake any other duty within your ability and within reason, as may be required from time to time, at the direction of your line manager.

ASSISTANCE

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.

HEALTH AND SAFETY

You are required to take reasonable care for your own health and safety and that of others who may be affected by your acts or omissions and you should ensure that statutory regulations, policies, codes of practice and safety and good house-keeping rules are adhered to, attending safety and fire lectures as required.

JOB DESCRIPTION

This Job Description is not intended to be restrictive and should be taken as the current representation of the nature of the duties involved in your job and needs to be flexible to cope with the changing needs of the job and St Barnabas Hospices.

AGREEMENT

Senior Manager’s name Signature

Job Holder’s name Signature

DATE AGREED