Job Description and Person Specification

Job Title:

Line Manager:

Floor Manager

Store Manager

Professionally Accountable to:

Retail Director

Location:

Hours of Work:

Various

Various including Saturdays, Sundays and Bank
Holidays (on a rota basis)

 Working Relationships: Works closely with Store Manager, Area Business Manager,
customers and donors.

Job Purpose:


To support the store manager with the day to day management of the charity shop
including volunteers, stock management, merchandising, health and safety and
financial procedures











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

To assist with high quality recruitment, line management and training to assistant
shop managers and 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, DC and distribution/logistics staff

Responsibilities:

SALES

  Achieve profit targets by maximising sales and minimising costs.
  Action daily floor walks as per guidelines to ensure high standards are achieved and

maintained.

  Ensure that the high standard of service to customers that is expected by WHC is

maintained at all times.

  Run till reports to identify opportunities to maximise the potential of different

product categories and utilise these to drive the income of the Store.

  Utilise available reports to drive business in relation to store and department layout



where available.
Implement promotions in the Store as directed by Retail Director or your Area
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 Store.

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

conjunction with your Area Manager or Retail Director.

  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.
  Achieve the required Gift Aid (GA) conversion rates and to manage the GA process.
  Ensure there is adequate flow of stock from stockroom to the shop floor

(productivity).

  Ensure there is adequate stock available on the shop floor, at all times, on all key

lines (stock density).

  The role will demand moving sometimes high volumes of stock on a daily basis.
  Select and price stock at a consistent level in accordance with WHC price guides.
  Rotate stock on a daily basis so that no items of stock remain on the shop floor for

any longer than the agreed time limits.

  Comply with all instructions regarding the sale and auditing of new goods.

STAFF

  Assist with organising a rota to ensure the Store runs effectively and the sales floor

and sort room tasks are allocated.

  Help 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

  Ensure all relevant administration is completed on time and according to the WHC

Policies.

  Bank daily according to WHC policy.
  Ensure all financial, cash handling and security procedures are adhered to as per the

relevant retail procedures.

  Hold the shop keys, ensuring that the shop is secure whenever it is left unattended.
  Notify the local police and your Area Manager in the event of a break in, shop lifting

or security incident.

  Notify your Area Manager in the event of suspected theft or dishonesty by any

member of staff.

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 relevant

Building Surveyor (and Area Business Manager if appropriate).

  NB 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.

PERSON SPECIFICATION – FLOOR MANAGER

Criteria

Essential/
Desirable

How
Evidenced
& Assessed

Qualifications and Training

  Good standard of numeracy and literacy commensurate with GCSE

E

Grade C (4/5) or above in Maths and English

  NVQ Level 2 in Customer Service or equivalent experience
  Minimum of 3 years management experience in high or charity

fashion retail Stores

  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.

Knowledge, Skills  and Experience

  Experience in a retail environment
  Experience of line management or 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

  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
  Able to meet the needs of customer on a face to face basis, in order

to generate sale and increase customer usage of the shop

  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

E
E

E

E
E

E
E

E
E

E

E
E

D
D
D
D

  Able to identify and develop appropriate plans to respond to weekly,

D

monthly and annual budgetary targets, in conjunction with the
Area Manager.

  Able to deal with any situation which may give rise to conflict

D

Communication and people skills

  Able to attract, recruit, train, develop and appraise a team of

volunteers/paid staff, to fully participate in the daily activities and
promotions of the Store

  Able to persuade and influence through negotiation,

staff/volunteers on how to develop good retail fashion practice

  Confident and effective verbal and written skills
  Team working skills

E

E

E
E

A/C

A /C
A/I

A/I

A/I
A/I

A/I
A/I

A/I
I

A/I

A/I
A/I

A/I
A/I
A/I
I

A/I

A/I

I
I
I

I
I
I

  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

  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
  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

  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

E

E
E
E

E

E
E
E

E
E

E
E
E
D
D

I

I
I
I

I

A/I
A/I
A/I

I
A/I

I
I
A/I
A/I
A/I

Key:  E = Essential

D = Desirable

A= Application  I = Interview   C = Certificate