Charity Shop Retail Assistant (Key Holder)

Purpose of the role:

To support the day-to-day operation of our charity shop at Four Lane Ends by providing excellent customer service, ensuring the smooth running of retail activities, and upholding the values of the charity. As a key holder, the Retail Assistant will be responsible for opening and closing the shop and may be required to work independently or as part of a team, including working with volunteers. This role directly supports the charity’s mission by helping generate vital income through the sale of donated goods.

Responsible to:

Finance Assistant

Main Duties:

Customer Service & Sales

• Greet and assist customers in a friendly and professional manner.
• Support customers with purchases and donations.
• Handle inquiries and resolve customer complaints to ensure a positive shopping experience.
• Process sales using the POS system, including handling cash and card payments accurately.

Store Operations

• Open and close the shop as a key holder, following all security procedures.
• Cash up at the end of the day and ensure secure storage of takings.
• Maintain general housekeeping standards, ensuring the shop floor is clean, tidy, and welcoming.
• Restock items on the shop floor and set up attractive displays to enhance product visibility.

Stock Management

• Check, tag, and price donated goods appropriately and restock shelves as needed.
• Support with sorting donations and ensure safe storage and handling of stock.
• Undertake significant amounts of manual handling, including lifting heavy bags and boxes.

Health & Safety

• Maintain a safe working environment by ensuring that walkways and storage areas are free from hazards.
• Comply with all health and safety policies and procedures.

Teamwork & Flexibility

• Work both independently (lone working) and collaboratively with other staff and volunteers.
• Be flexible and willing to cover staff absences due to sickness or holidays when required.
• Support volunteers with guidance and encouragement, helping to create a positive team environment.

Skills and Qualifications:

Essential Criteria

Experience

• Experience in a retail, customer service, or charity shop environment.
• Experience handling cash and card payments, including use of a POS system.
• Previous key holder or similar responsibility is desirable.

Skills and abilities

• Excellent customer service and communication skills.
• Ability to work independently and use initiative, particularly when lone working.
• Strong organisational skills, including stock handling and display setting.
• Good numerical skills for cash handling and reconciliation.

Physical requirements

• Able to carry out manual handling tasks, including regular heavy lifting.
• Comfortable standing and moving around for extended periods.

Personal Attributes

• Reliable, trustworthy, and punctual.
• Friendly, approachable, and supportive—especially when working with volunteers.
• Flexible and willing to cover additional shifts, including weekends.

Other requirements

• Commitment to the values and mission of the charity.
• Understanding of and commitment to health and safety practices.

Desirable Criteria

Experience 

• Experience working in a charity retail environment
• Supervising volunteers or leading small teams

Knowledge 

• Awareness of gift aid and how it applies in a retail setting
• Basic understanding of visual merchandising

Time Commitment:

Full-Time, 5 days per week (including weekends)

If you are interested in applying for this role, please send your CV and cover letter to financeadmin@dogandcatshelter.com