ROWANS HOSPICE

JOB DESCRIPTION

Job Title: / Shop Manager
Department: / Rowans Retail
Location: / Movement between the Trading Company shops may be required and your location may be subject to change.
Accountable to: / Director of Income Generation & Communications
Reporting to / Retail Manager who will provide regular support and supervision meetings at agreed intervals.
Job Purpose:
or / The post holder will be responsible for the management of the shop including all retail operations and the processing of donated stock. This will include the line management of all staff and volunteers at the site. The post holder will also support the Director of Income Generation & Communications in delivering excellent service to customers, assist in the promotion of the work of The Rowans Hospice Trading Company and contribute towards maximising the success of the shops.
Job Purpose: / 1.  Managing the day to day running of the shop
2.  Optimising sales
3.  Maintaining effective stock management and merchandising
4.  Managing and training shop staff and volunteers
5.  Carrying out shop administration
6.  Taking necessary action to repair and maintain the premises
7.  Ensuring adequate security
8.  Enforcing health & safety policy and procedures.
Contact with others
Internal and external:
·  The Rowans Hospice Finance Department and Fundraising Department.
·  Service providers to the Trading Company; including Rag Merchant, Book Recycling Co.
·  Local companies and organisations with regard to promoting the need for donated stock and to encourage sales.
·  Director of Income Generation & Communications/Retail Manager/ Operations Manager/Trading Company Team.
·  Volunteers, customers, staff
Main areas of responsibility

Key Accountabilities &

% Importance /

Tasks

Strategic Role as a Shop Manager / 1.  To take overall responsibility for managing your shop in line with the Trading Company’s aims and objectives
2.  To communicate with the Retail Manager at regular agreed intervals (and immediately if urgent) on progress in your shop
3.  To propose action to him/her for improvements in the operations of the shop
4.  To maintain an awareness of developments in local shops, especially in the charity/low cost sector, updating the Retail Manager as required
5.  To maintain an awareness of the work of the Hospice and relevant local or national issues through press, media and local views
6.  To maintain and develop good channels of communication with colleagues in other Hospice Shops of the local communities and organisations
7.  To assist the Retail Manager as required in area wide initiatives, for example new shop openings, fashion shows, corporate opportunities, specific one off initiatives and links to support the income generation initiatives from the hospice
8.  To provide cover for Shop Managers from time to time in other shops as required by your Retail Manager. This would usually be through negotiation and mutual agreement, although in an emergency you may be asked to cover at short notice.
Optimising Sales / 1.  To ensure the shop meets sales targets set by the Retail Manager
2.  To initiate marketing campaigns and sales promotions to increase sales
3.  To ensure the shop is competing effectively with local competitors
4.  To ensure all staff maintain a high standard of customer care
5.  To promote the store in the local community
6.  To maximise the sales potential of new goods and Christmas cards.
7.  Maximise the opportunities for Gift Aid and on all donations
8.  Ensure all Gift Aid items are processed accordingly to maximise income for the Trading Company.
Maintaining Effective Stock Management & Merchandising / 1.  To control pricing in line with company policy
2.  To ensure the highest possible resale value of donated stock
3.  To control coding and processing of stock and to ensure quality control
4.  To apply company display, merchandising and window dressing standards
5.  To control stock density and rotation
6.  To initiate local stock and sales promotions.
Staff Management & Training / 1.  To take day to day responsibility for managing and delegating work to staff and volunteers ensuring satisfactory performance
2.  To provide adequate supervision and an annual appraisal for paid staff
3.  To recruit volunteers and provide induction and training
4.  To lead and develop the staff/volunteer team in your shop, encouraging effective communication, setting objectives, initiating workplans and helping to foster a positive team spirit through regular team meetings
5.  To attend area training programmes and liaise with/attend team meeting of managers.
Administration (as outlined in Shop Manual) / 1.  To complete daily/weekly sales returns and brief Retail Manager as required
2.  To ensure shop costs do not exceed agreed budget
3.  To apply Trading Standards Regulations in the shop and ensure staff and volunteers are aware of these
4.  To apply cash register procedures
5.  To take action to ensure the shop is adequately staffed, setting and maintain staff and volunteer rotas
6.  To control and requisition shop supplies
7.  To bank takings using agreed banking procedures.
Premises Management / 1.  To ensure shop housekeeping is to company standard
2.  To take day to day responsibility for shop exterior and interior
3.  To ensure all shop equipment is kept in good working order
4.  To inform Retail Manager of necessary repairs and maintenance
Security / 1.  To act as main keyholder and delegate keyholding to other staff or volunteers within procedural guidelines
2.  To ensure the security of shop takings
3.  To provide best circumstances for the personal security of staff and volunteers
4.  To ensure that security procedures are understood and implemented by all staff and volunteers
General / 1.  To carry out these tasks and responsibilities with an understanding of and commitment to The Rowans Hospice equal opportunities policy
2.  To use new technology as required
3.  To do all within your powers to keep company property secure and in good working order
4.  To carry out any additional duties within the spirit of the post as required by the Retail Manager.
5.  This job description summarise the key role and responsibilities as Retail Manager but there is a requirement for flexibility in this post as the Trading Company grows and develops over time.
Communication / To communicate effectively and gain the co-operation of both staff and volunteers.
Health & Safety or/and below / To apply company Health & Safety regulations in accordance with the shop manual by:
- maintaining H&S records
- undertaking required fire drills
- ensuring fire equipment is correctly sited and serviced
- ensuring electrical equipment is properly maintained
- implementing risk assessment procedures as stated in the shop manual
- to ensure that H&S procedures are understood and implemented by all staff and volunteers.
Health & Safety / Due to the nature of the business, this job will include manual handling. The position of Shop manager may be physically demanding, with the necessity to carry large, heavy awkward loads in possibly difficult circumstances. Should we become aware of any injury or physical problems which may escalate through your duties into a serious ‘long term’ or permanent problem, we reserve the right to have a medical examination carried out (at our own expense) to verify your fitness to carry out your duties.
Clinical / Whilst there are no direct clinical responsibilities, the Shop Management team has responsibility for the development, understanding and appreciation of the hospice philosophy amongst the volunteer team within the shop and its customers. It is to be appreciated that many customers may be bereaved and former hospice service users, therefore, there is a need to have an understanding of loss and bereavement and to assist and develop our shop volunteers to enable them to respond sensitively.
Working with Volunteers / Volunteers are a vital resource to The Rowans Hospice and it is the responsibility of all staff to treat them with respect and to value their contribution appropriately. If a volunteer is assigned to assist you at any time, you will retain responsibility for the requirements of the job in terms of accuracy, efficiency and responsibility towards the volunteer in terms of Health and Safety. The Volunteers Office at the hospice is there to support you.
Decisions/Recommendations
Plans the operation of the shop in line with agreed procedures for The Trading Company on a daily basis in conjunction with the Trading Team Leader.
Manages staff and volunteers, organises stock and marketing in conjunction with the Director of Finance and Operations and Management Team.
Mental effort/emotional effort
There is daily change in activities, dealing with customers, donated stock, cash handling and banking. Also comes into close contact with those recently bereaved of which many of the volunteers have experienced this.
Physical effort
Manual handling – lifting and moving bags of donated stock, items for re-sale and rubbish.
Working conditions/environment
There is daily exposure to members of the public and donations that can be dirty, one can use gloves but this is not mandatory.
PERSON SPECIFICATION
Qualifications, skills and knowledge required
Qualifications and/or Experience
No formal qualifications required but adequate experience of the charity/commercial retail sector is essential.
Knowledge
Principles of customer care and service.
Knowledge of Health and Safety.
Knowledge of the Charity Retail Sector.
Skills/Competence and attitude
Able to communicate clearly verbally and in writing.
Good organisational skills.
Ability to work on ones own initiative.
Imaginative and innovative.
Other
In good health.
Ability to work additional hours.
Ability to work flexibly.
Understanding of hospice ethos.

Data Protection Act 1998

Under provision of the Act, it is the responsibility of each member of staff to ensure that all data, whether computerized or manual, is kept secure at all times. This includes data relating to patients and other members of staff. Data must not be disclosed to any unauthorized person and must be regarded as strictly confidential at all times. Failure to adhere to this instruction will be regarded as serious misconduct and could lead to dismissal.

Safeguarding Children and Vulnerable Adults

Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role. All staff and volunteers have a responsibility to report any circumstances where they feel vulnerable adults or children are being subjected to abuse to a senior clinician or the ‘Safeguarding Lead’.

Confidentiality

The job holder will be in possession of personal details of staff and clients and other confidential information. This must not be discussed or divulged to any unauthorized person. Any such instance would result in dismissal.

Rehabilitation of Offenders Act 1974

This post is subject to an exception order under the provisions of the Rehabilitation of Offenders Act 1974. This stipulates that all previous convictions, including those that are ‘spent’ must be declared. Previous convictions will not necessarily preclude an individual from employment within the PCT but must be declared in writing at the appropriate stage during the recruitment process.

This job description will be reviewed regularly in the light of changing service requirements and any such changes will be discussed with the post holder. A more detailed description can be agreed, within the overall terms of the job description, once the post holder is in post.

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