Job Description and Person Specification

Job Title:

Line Manager:

Deputy Shop Manager

Shop Manager

Professionally Accountable to:

Retail Director

Location:

Hours of Work:

Various

Various including Weekends and Bank Holidays
(on a rota basis)

Job Purpose:
•

To be responsible for the day to day management of the charity shop including
volunteers, stock management, merchandising, health and safety and financial
procedures, in the manager’s absence.

•

•

•

•

•

To develop and maintain excellent relationships with both customers and donors

To achieve sales and profit targets, by maximising sales and controlling direct shop
expenses, in the manager’s absence.

To provide high quality line management and training to volunteers.

To work as a supportive team player and as an ambassador for the Hospice working
cohesively with hospice staff and volunteers to positively promote the charity at any
available opportunity.

To maintain good relations with the shop, hub and distribution/logistics staff

Responsibilities:
SALES

•  Achieve profit targets by maximising sales and minimising costs.
•  Ensure that the high standard of service to customers that is expected by WHC is

•

maintained at all times.
Implement any promotion in the store as directed by Retail Director, your Area
Manager or your Store Manager.

•  Ensuring stock is generated over the door by members of the public and donors

sign up to the Gift Aid scheme

•  Ensuring all stock is sorted, priced and steamed before going onto the Store floor.

SHOP APPEARANCE

•  Maintain a high standard of presentation, both in the windows and the interior of

the shop.

•  Ensure the sales floor layout is as per the current Sales Analysis guidelines in

•

conjunction with your line manager or Area Manager.
 Achieve and maintain high standards of housekeeping, organisation and
cleanliness throughout the Store, including the sales floor and stockroom areas.

STOCK

•  Actively encourage the public to donate saleable stock.

•  Actively support the Store in achieving the required Gift Aid conversion rate.
•  Adhere to Gift Aid procedure when processing Gift Aided donations.
•  Price stock at a consistent level in accordance with WHC price guides.
•  Ensure there is adequate stock available on the shop floor at all times, on all key lines
(stock density), including hanging, ticketing and sizing all clothing as appropriate.
•  Ensure the shop density is kept full by ensuring there is adequate stock available at

all times (productivity).

•  Rotate stock on a daily basis so that no garment remains on the shop floor for any

longer than the agreed time limits.

•  The role will demand moving sometimes high volumes of stock on a daily basis.
•  Comply with all instructions regarding the sale and auditing of new goods.

STAFF

•  Ensure that tasks are properly delegated to staff/volunteers in accordance with their

training and abilities.

•  Organise a rota to ensure the Store runs effectively and the sales floor and sort room

tasks are allocated.

•  Create an organised and pleasant working environment for staff and volunteers.
•
Inform the Store team of business communications, promotions and information
relating to WHC.

•  Ensure that all staff/volunteers comply with WHC policies, procedures and specific

retail protocols.

•  Actively recruit the correct/specified number volunteers to deliver the stores

objectives and KPI’s.

•  Provide training so they are able to perform their jobs efficiently and effectively.

ADMINISTRATION AND SECURITY

•  Complete all relevant administration on time in accordance to WHC policies
•  Bank daily according to WHC policy.
•  Ensure that all WHC till procedures are adhered to and that cash is kept secure.
•  Be the second named key holder with the Police.
•  Notify the Store Manager or line manager in the event of a break in, suspected theft

or security incident (this includes suspected dishonesty by staff/volunteers).

•  Ensure that no unauthorised person is allowed to inspect the shop or examine sales

or other records.

HEALTH AND SAFETY

•  Provide a safe environment that protects all staff/volunteers, and the public.
•  Comply with all Health and Safety (H&S) regulations as per WHC H&S Policy.
•  Report any maintenance or Health and Safety issues in the shop to the Store

Manager (and Area Business Manager if appropriate).

•  N.B This role involves continuous manual handling of stock, in volume on a daily
basis. It will require a reasonable level of fitness and exertion, including carrying
stock up and down stairs on a regular basis.

Scope of Job Description

This job description reflects the immediate requirements and objectives of this post. It is
not an exhaustive list of the duties, but gives a general indication of work undertaken

which may vary in detail in the light of changing demands and priorities.  Substantive
changes will be carried out in consultation with the post holder.

This job description is subject to periodic review and amendment.

Organisational Chart:

Retail
Director

Retail
Administrator

Hub
Manager

Online
Manager

Area
Manager

Shop
Manager

Assistant
Shop
Manager

Volunteers

PERSON SPECIFICATION – DEPUTY SHOP MANAGER

Criteria

Qualifications and Training

Essential/
Desirable

How
Evidenced &
Assessed

▪  Good standard of numeracy and literacy commensurate with GCSE

E

Grade c or above in Maths and English

▪  NVQ Level 2 in Customer Service or equivalent experience
▪  An awareness of fashion and retail trends and how to relate these to

capitalise on income.

▪   An awareness of how to identify and develop the market potential

of a store and respond to local needs

Knowledge, Skills  and Experience

▪  Knowledge of Gift Aid, or demonstrable willingness to learn
▪  Demonstrate a full understanding of what is meant by exemplary

customer service and evidence of delivering this consistently
▪  Working knowledge of Microsoft Office products including Word

and Excel

▪  Ability to complete administrative paperwork
▪  Experience in a retail environment
▪  Experience of supervision to manage, delegate, motivate and

improve the performance of staff to achieve targets
▪  Preparing and managing rotas and allocating work
▪  Experience of Health & Safety and fire provisions in a retail

environment

▪  Experience in the charity shop environment
▪  Experience of working with and managing volunteers
▪  Familiarity with EPOS till system
▪  Be commercially aware of the High Street and have a keen interest

in/knowledge of the latest fashion/trends in retailing

▪  Supervising staff/volunteers and stock taking.
▪  Working within retail or service industry with particular regard to
customer service and contact, working in a team environment,
basic administration, filing and simple analysis

▪  Working within fashion retail, with particular regard to floor layouts,
merchandising, customer service and contact, working in a team
environment, basic IT, administration and simple analysis of figures.

Communication and people skills

▪  Confident and effective verbal and written skills
▪  Team working skills
▪  Ability to empathise with people in challenging emotional

situations

▪  Experience of equality and diversity
▪  Experience of recognising and valuing the contribution of others
▪  Experience of taking responsibility for own and team decisions and

actions

E
D

D

E
E

E

E
D
D

D
D

D
D
D
D

D
D

D

E
E
E

D
D
D

A/C

A /C

A/I
A/I

A/I

A/I
A/I
I

A/I
A/I

A/I
A/I
A/I
I

I
I
I

I
I
I

▪  Able to take responsibility for your own and team’s development

and learning.

▪  Able to deal with any situation which may give rise to conflict.
▪  Able to work efficiently with the Store Manager and Store

staff/volunteers, to create and maintain a positive and enthusiastic
team.

I

D

D
D

▪  Able to add, subtract, divide and multiply up to four figures in order

D

to maintain budgets and complete accurately weekly
income/banking sheets.

▪  Able to handle cash and reconcile accurately.
▪  Able to initiate, develop and accept new ideas to generate income

within a short time frame.

▪  Highly collaborative and team-focussed
Organisational Skills

▪  Excellent organisational and time management skills
▪  Ability to work on own initiative
▪  Well organised, with the ability to prioritise immediate tasks
Other Requirements

▪  Recognise the implication of working within a charity
▪  Flexibility and open mindedness
▪  Personal resilience and the ability to respond to change
▪  Passionate a with a ‘can do’ attitude
▪  Able to transport yourself within the retail area
▪  Hold a current and valid driving licence
▪  Have access to your own transport
▪  Flexible approach to working hours and days including working
Saturdays, Sundays and Bank Holidays as appropriate and when
required. Also assisting in area team, including cover at other Stores,
if necessary.

D
D

D

E
E
E

E
E
E
E
E
D
D
E

A/I
A/I
A/I

I
I
I
I
A/I
A/I
A/I

Key:   E = Essential

D = Desirable

A= Application  I = Interview   C = Certificate