Job Description
Job Title Ecommerce Coordinator & Retail Shop Support
Responsible to Retail Operations Manager
Salary £27,066
Hours 37.5 hours per week (including regular weekends)
Location Accrington
Role Outline
To coordinate and develop the charity’s retail operations by managing and growing the online sales channel. To provide support and assistance to the shop manager and team of volunteers to ensure that income and gift aid targets are achieved instore. This dual role will help maximise income generation, enhance customer service and support the values of the hospice.
Key Responsibilities
Ecommerce
Build strong relationships with shop teams to regularly review incoming donations for ecommerce potential.
• Photograph, describe, and list donated items across online platforms such as eBay.
• Research donated items to identify value, authenticity, pricing, and demand.
• Manage online listings including pricing, clear product titles and category placement.
• Process online orders efficiently including packaging and dispatching items.
• Monitor customer enquiries and respond promptly and professionally.
• Maintain accurate online stock records and update listings when items sell instore.
• Track sales performance and highlight opportunities for improvement.
• Ensure high standards of presentation and brand consistency across listings.
Shop Support
• To supervise the day to day running of the East Lancashire Hospice shop in Accrington, working closely with the shop manager. This will include opening and closing the shop and ensuring the premises are secure.
• At times be prepared to provide cover and assistance at any of the East Lancashire Hospice shops.
• Follow the communications left by the shop managers to ensure required daily tasks are completed.
• Ensure the shops and sorting areas are kept clean, tidy and well maintained.
• Sorting, steaming, pricing and displaying both donated and new goods.
Work with staff and volunteers to ensure the shop runs efficiently. Delegate responsibility to ensure the full potential of skill, empowerment and motivation of the teams.
Ensure processes for all financial procedures, including till reconciliation, banking and Gift Aid are followed within the designated retail location.
Follow the processes for dealing with recycling and maximising income from recycling within the designated retail location.
• Identify and minimise risk and report any issues via the hospice reporting system.
Discuss with the Head of Retail any opportunities to increase income from our retail operation.
Sales and Profit
Monitor and actively work towards achieving overall retail targets in income and expenditure.
Responsibility for cash control within the shops including floats, banking and maintaining weekly income summary records.
• Work with the rest of the retail team to maximise income in new and innovative ways through a variety of channels.
Encourage gift aid donations and ensure income from Gift Aid on donated products is maximised.
• Maximise income from donated items including recycling unsellable items.
Ensure data is inputted into the EPOS system to provide accurate and timely reports and act on the information these provide. Monitor and be accountable for sales and category performance.
Managing Volunteers
Following the hospice policies and procedures, work together and encourage existing teams of volunteers to maximise the shops income and profitability and guarantee the smooth running of the shops.
Encourage volunteers to complete and update mandatory training. Provide ongoing support to volunteers.
• Manage change and conduct in a positive manner.
• Ensure excellent communication with customers, donors, colleagues and volunteers.
• Ensure the hospice brand and values are always reflected.
Professional Responsibilities
Maintain appropriate and respectful professional relationships with colleagues and other staff.
Exercise good personal time management, punctuality, appearance and consistent reliable attendance.
• Ensure that personal actions and conduct apply with hospice policies and procedures.
• Ensure effective use of hospice resources.
Act as an ambassador for the East Lancashire Hospice promoting at all times our vision which is to help everyone who comes into contact with the hospice to make the most of life. We do this by committing to our values: to care, listen, respect and work together to support people to live well until they die and support those affected by death.
Personal Development
• Attend and contribute to Retail and Hospice meetings when required.
• Complete mandatory training appropriate to the role.
Participate in the hospice appraisal system and access training opportunities to improve own knowledge and skills.
• Participate in the education and training of others as appropriate to the role.
Managing Services
Ensure a safe environment by ensuring the reporting of hazards and incidents, completion of relevant risk assessments, investigation of incidents and implementation of risk reduction measures.
• Ensure effective use of all resources within allocated budget.
• Be prepared to cover any retail outlet as required within the East Lancashire Hospice Shops Retail Service.
Statutory Duties
Ensure the security of information accessed in the course of your duties ensuring compliance with the Data Protection Act, Caldicott principles and information governance best practice guidance.
Report any hazards or incidents in accordance with the Health Safety and Risk Management Policy and procedures.
Comply with the East Lancashire Hospice ‘no smoking’ policy in all hospice premises and grounds.
• Be responsible for maintaining own vaccinations including Hepatitis B immunity (as applicable).
• Ensure that infection control measures are followed in relation to your role.
Work at all times to safeguard the rights of individuals promoting their wellbeing and protecting those at risk from harm, acting on any concerns related to safeguarding children and adults at risk in line with policy and local guidance.
• Work at all times to respect people’s individuality, rights and diversity to ensure equality.
Working Hours
The post holder will work 37.5 hours per week. These will be worked according to a rota of any 5 days of a 7 day working week.
NOTES
This job description reflects how the post currently meets the needs of the service. Since the hospice is constantly developing and changing its services to ensure it meets the needs of the community it serves, the role and responsibilities of the post holder may change accordingly.
This job description will be reviewed annually at the annual PDR and may change as is deemed necessary.
Equality and Diversity
We support an inclusive and holistic working environment and aim to empower our people to bring their authentic self to work. We are committed to this and so encourage applications from all individuals with the required skills for the role inclusive of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, colour, caste, nationality, ethnic or national origin, religion or belief, socio-economic background, trade union membership status, marriage, and civil partnerships. ELH is committed to providing equal opportunity to all staff and volunteers.
ACCEPTANCE OF JOB DESCRIPTION
I confirm I accept the duties contained in the above job description.
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| Criteria | Essential Desirable | Tested By | |
| Experience | Experience selling items online using platforms such as eBay, Vinted, Depop, or similar | √ | Application / Interview |
| Working in a retail environment | √ | Application / Interview | |
| Working in a charity retail environment | √ | Application/Interview | |
| Manual handling / Working with heavy items | √ | Application / Interview | |
| Working with volunteers | √ | Application/lnterview | |
| Prioritising own workload and working with minimum supervision | √ | Application/lnterview | |
| Working to timescales and deadlines | √ | Application/lnterview | |
| Qualifications | Experience with EPOS system A good general level of | √ | Application/Interview |
| education Knowledge of East Lancashire | √ | Application | |
| Hospice and the services it provides | √ | Application / Interview | |
| Knowledge | Knowledge of the local area | √ | Interview |
| Awareness of collectables and antiques | √ | Interview | |
| Knowledge of how to research items for value, authenticity, and pricing | L | Interview | |
| Knowledge of Health and Safety Practices | √ | Application / Interview |
| Skills | Excellent communication skills (written and oral) | √ | Application / Interview | |
| IT literate and comfortable using digital devices and basic software | √ | Application /Interview | ||
| Adaptable and willing to support both ecommerce and in-store tasks | 一 | Interview | ||
| Excellent Customer Service Skills | Application/lnterview | |||
| Personal Attributes | Demonstrate an openness and willingness to learn | √ | Interview | |
| Have a friendly and approachable manner | √ | Interview | ||
| Strong attention to detail when listing items and processing orders | √ | Interview | ||
| High level of motivation | √ | Interview | ||
| Driver's license and car owner | √ | Application | ||
| Consistent and reliable attendance | √ | Interview | ||
| Good physical fitness and ability to lift heavy loads safely | √ | Application/Interview |