St Teresa’s Hospice

JOB DESCRIPTION
1.  JOB DETAILS

Job title:  Floating Shop Manager

Hospice Band:  2

Reports & is responsible to:  Retail Operations Manager

Location:  St Teresa’s Hospice Charity Shops

(The floating Shop Manager will be required to work at any St Teresa’s
Hospice shop across South Durham and North Yorkshire, as deployed)

2.  JOB PURPOSE

This is a key role within the Hospice retail operation, working across our network of charity shops providing cover
in the absence of the Shop Manager ensuring the smooth running of the shop and high level of customer
satisfaction, contributing towards income generation.

3.  ORGANISATIONAL CHART

Hospice Board of Trustees

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Hospice Director (Chief Executive)

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Retail Operations Manager (line manager)

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Shop Managers (Inc Floating Shop Manager)

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Assistant and Volunteer Managers, Sales Assistants

S  u  p  p  o  r  t  e  d         b  y       S  h  o  p    V  o  l  u  n  t  e  e  r  s

4.  KEY RESULT AREAS
1.  Maximising Income Generation:

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  to take operational responsibility for the successful

running of the designated shop as directed by the Retail
Operations Manager.

  to work in all shops to cover Shop Manager’ holidays and

days off as directed.

  to maximise income through the shop operation.

2.  Stock Control:

3.  Financial:

  to assist the shop managers in managing the day to day
running of the shop and act as Shop Manager in their
absence.

  work with the Retail Operations Manager to ensure that

supplies of donated goods are plentiful.

  ensure that people requesting collections (of donated
goods) are responded to quickly and courteously.
  ensure that surplus stock is disposed of profitably or re-

distributed in other shops.

  be responsible for ensuring that monies taken in the

shop are accurately recorded and banked on a day to day
basis.

4.  Motivation and Co-ordination of

  work with the shop staff team of volunteers to ensure

Volunteers:

they are an effective workforce.

  ensure that the volunteers are well-informed about the

hospice and its work.

  be the first line in any grievance and disciplinary

procedures involving shop volunteers.

  to take active steps to recruit and retain a reliable

volunteer team.

5.  Health & Safety at Work:

  ensure compliance with current health and safety

6.  Premises:

7.  The Hospice Staff Team

legislation.

  ensure that the building is well maintained and that
repairs are carried out swiftly, economically and
effectively (working with prior approval where
expenditure is necessary).

  ensure that the building is kept secure when unattended
  support the Facilities Manager in ensuring that the

building and contents insurances are adequate and up to
date.

  the Floating Shop Manager will be an integral part of the
wider hospice staff team and as such will be expected to
attend and participate fully in staff meetings and other
meetings as appropriate. The community fundraising
staff in particular will work closely with the Floating Shop
Manager to ensure a “one organisation” message where
fundraising is concerned.

8.  Additional Responsibilities:

  additional duties may be agreed with the Line Manager.

9.  Hours of Work:

  May include Saturday, Sunday and Bank Holiday working
on a seasonal basis to coincide with tourist times and
events

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5.  MOST CHALLENGING PART OF THE JOB

To ensure that the shops meet their fundraising and awareness-raising targets, and to ensure that the general
public and our volunteers have a positive experience when supporting the Hospice.

6.  DBS / other checks required:

This post is deemed to require a Disclosure check - Enhanced Level, with the Disclosure and Barring Service. This is due
to the fact that the post has access to children or vulnerable adults. Further information on the Disclosure service is
available from http://www.homeoffice.gov.uk/agencies-public-bodies/dbs/

All employees of St Teresa’s Hospice are required to provide proof of their eligibility to work in the UK.

Employees will be required to complete compliance checks in line with our current policy, as relevant to their role, such
as providing evidence of professional registration, insurance and qualifications, employment history and references, and
health clearance.

This job description is intended as a guide to the principle duties and responsibilities of the post. It must not be
regarded as precisely defining all duties and will be subject to amendment in the light of developing service needs and
changes in health policy.

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PERSON SPECIFICATION

All factors must be measurable and justified by the job

ESSENTIAL

DESIRABLE

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KNOWLEDGE AND QUALIFICATIONS

1.  Level 1 or higher standard of literacy (equivalent to GCSE Grade G

or higher)

2.  Level 1 or higher standard of numeracy (equivalent to GCSE Grade G

or higher)

3.  PAT Testing qualification

EXPERIENCE

1.  Provable retail experience in a managerial capacity

(e.g. business owner, supervisor, team leader or shop manager)

2.  Provable professional retail experience

3.  Provable professional experience of front-line working with the

general public

4.  Provable charity retail experience

5.  Experience of using an electronic system to record Gift Aid details,

e.g. E-productive or similar

6.  Experience of working with volunteers/as a volunteer

SKILLS AND COMPETENCIES

(demonstrable abilities)

1.  Able to produce professional-standard shop window displays

2.  Able to accurately sort and estimate price of donated goods for sale

3.  Excellent verbal communication skills, with ability to liaise

effectively with all sectors of the workforce and general public

4.  Able to handle customer complaints with dignity

5.  Basic level of computer literacy, with ability to use email, word

processing and record keeping software

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PERSONAL QUALITIES AND MOTIVATION
1.  Able to work with minimum supervision

2.  Available to work on Saturdays and preferably occasional Sundays

3.  Able to work with and motivate the volunteer workforce with tact

and diplomacy

4.  Ability and enthusiasm to work in a busy team

5.  Courteous and professional manner

6.  Able to travel for work on a day to day basis using own transport,

including transporting goods/equipment (business use insurance to
be arranged by worker at their expense)

7.  Professional appearance consistent with company guidelines

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