JOB DESCRIPTION Shop Manager Designated Charity Shop Head of Retail JOB TITLE: LOCATION REPORTS TO: JOB SUMMARY To lead the day to day operational management of the Hospice Shop with particular emphasis on maximising profit, excellent customer services and high standards of presentation. The role will also ensure the allocated shop promotes Willowbrook and its purpose and supports our Lottery and Fundraising events. It will involve motivating and inspiring shop volunteers, managing health and safety issues and the training of development of volunteers. The individual will be able to work on their own initiative and as part of team. 1. SPECIFIC DUTIES & RESPONSIBILITIES 1.1 To deliver high standards of customer service at all times. 1.2 1.3 1.4 To be responsible for the day to day management of the shop, in accordance with Willowbrook Hospice shops standards, ensuring set targets are met (including Lottery sales) and income growth achieved. To handle all donations of stock appropriately and efficiently ensuring effective management of all stock resources received. To be responsible for all donated Gift Aid stock and ensure all Gift Aid procedures are adhered to at all times. 1.5 Merchandise and display creatively to ensure maximum sales and profit are achieved. 1.6 To ensure the appropriate and optimum pricing of all goods in the shop at all times. 1.7 Ensure accurate financial records are maintained and all necessary paperwork and progress reports as specified by the Trading Company Manager are reported within the agreed time frame. 1.8 Work effectively as part of a team. 1.9 To provide relief cover when required. 1.10 To engage with customers, authorities, agencies and contacts in order to encourage good working relationships and raise awareness of why Willowbrook matters. 1.11 Ensure the day to day security of the shop’s takings and stock and to bank shop takings in a safe and timely manner. 1.12 Ensure the building structure and shop equipment are appropriately maintained at all times. Report any defects or concerns. 1.13 Ensure clean hygienic working conditions, ensuring the outside of the shop and pavement is clean and presentable. 2. PEOPLE MANAGEMENT 2.1 Actively encourage new volunteers to join the shop’s team. 2.2 To be a co-operative and supportive member of the team, ensuring that all members are treated with respect and courtesy and highlighting any issues in your workload which may affect other members of the team. 2.3 To liaise with the Assistant Head of Retail and Head of Retail to keep them informed at all times. 2.4 Hold regular shop team meetings that keep the team involved and informed. 2.5 Effective use of volunteers to cover all shifts. 2.6 Ensure the completion of all training for new volunteers and all completed paperwork forwarded to the Assistant Head of Retail within 1 month of starting date. 2.7 Completion of all mandatory training for all volunteers annually. 3. GENERAL 3.1 Ensure that stock meets Trading Standards compliance including electrical goods. 3.2 Be aware of personal responsibilities with regard to all other Hospice Policies/ Guidelines 3.3 Be aware of obligations and statutory rights with regard to disciplinary and grievance procedure 3.4 The post holder will observe the Hospice’s No Smoking’ policy 3.5 The post holder will adhere to the Fire, Health & Safety Regulations and Policies of the Hospice. 3.6 To attend meetings and training courses/events when required. 3.7 Other appropriate duties, (providing relief cover to other shops) may be necessary from time to time to ensure the smooth running of the shops. CONFIDENTIALITY Through the course of your employment you may be aware of confidential information relating to the Hospice or Trading Company. Breach of this confidence may result in dismissal. REVIEW OF THE JOB This list of duties is not intended to be exhaustive and the post holder will be expected to be flexible in carrying out the duties performed. It is expected that the holder will carry out similar duties (not specifically listed) as and when required. Willowbrook Hospice operates a NO SMOKING policy. Staff on duty will refrain from smoking on ALL of its premises.