Shop Manager

Job description and personal specification

Shop Manager

Location

 Bishopthorpe Rd

Reports to

Retail Manager

Hours

21 hours

Working pattern

8.45am- 4.15pm

 Thursday-Saturday

Contract term

Permanent

Type of role

Charity Shops

Direct reports

n/a

Role last updates

December 2025

Salary

12.21 per hour

Holidays

5 weeks and 1 day

Context:

Age UK York is a local charity which exists to support the older people of York, their
families and carers. Together, our team provide a wide range of services which make
a valuable difference to the needs and lives of older people across the city.

Age UK York is committed to diversity, equality and inclusion. Through our
recruitment we want to build a diverse workforce, one that represents the
communities we exist to help and brings a variety of perspectives so together we are
best able to support older people in York.

Through a wonderful team of staff, volunteers and supporters Age UK York has been
supporting older people in York for 50 years and counting and exists to continue to
be there when needed.

Purpose of the role: The Charity Shop Manager is responsible for leading the day-
to-day operations of the Age UK York shop on Bishopthorpe Road, ensuring it is a
welcoming, well-organised and commercially successful retail environment. The

purpose of the role is to maximise income support to support Age UK York’s services
for older people, through effective shop management, excellent customer service,
and strong community engagement.

Responsibilities –

 Shop Operations and Income Generation

•  Oversee the daily running of the Bishopthorpe Road shop to maximise sales

and profit in support of Age UK York’s services.

•  Ensure the shop is well organised and visually appealing, with high standards

•

of merchandising and stock rotation.
Implement and maintain effective stock management processes, including
sorting, pricing and displaying donated goods.

Volunteer Leadership and Team Management

•  Train, supervise and support a diverse team of volunteers ensuring a positive

and inclusive working environment.

•  Coordinate volunteer rotas to ensure cover throughout the week.
•  Provide ongoing guidance, recognition and development of opportunities for

volunteers.

Customer Service & Community Engagement

•  Deliver excellent customer service and promote a positive shopping

experience.

•  Handle customer enquiries, comments and complaints in a professional and

friendly manner.

•  Help build and maintain positive connections with the Bishopthorpe Road

community, customers and donors.

Financial & Administrative Duties

•  Carry out daily cash handling, till reconciliation, banking and financial

reporting in line with Age UK York procedures.

•  Maintain accurate shop records, including stock levels, health and safety

documentation and compliance logs.

•  Ensure adherence to Gift aid processes and encourage customer

participation.

Compliance, safety & standards

•  Ensure the shop complies with Age UK policies including data protection,

safeguarding, equality and diversity.

•  Manage health and safety standards within the shop, ensuring safe practices

for staff volunteers and customers.

•  Oversee the safe handling and disposal of unsuitable donations.

Promotion and Shop Development

•  Support and implement local and organisational promotions, seasonal

campaigns and fund-raising initiatives.

•  Look for opportunities to improve shop performance, increase donations and
enhance customer engagement within the Bishopthorpe Road community.

Person Specification

Category

Essential

Desirable

1.  Education,

•  Good standard of general

qualifications
and training

education (e.g.GCSE level or
equivalent)

•  Retail, customer service,
or management -related
qualification.

•  Willingness to undertake

•  Training in volunteer

relevant training, including
health and safety,
safeguarding and retail
procedures.

management.

2.  Knowledge
and skills

•  Strong customer service skills
with the ability to create a
welcoming environment.
•  Good organisational and time

management skills.

•  Ability to lead, motivate and

support volunteers.

•  Competent numeracy and
cash- handling skills.

•  Basic IT skills including email

and record keeping.

•  Awareness of Gift Aid

processes.

•  Understanding of charity

retail and donation
management.
•  Knowledge of local

community dynamics
(particularly
Bishopthorpe road)

•  Previous experience in
retail or charity shop
management.
•  Experience training
volunteers or staff.
•  Experience managing
stock, displays or retail
promotions.

•  Experience working in
the charity or voluntary
sector.

•  Ability to travel to

meetings or other Age
UK York Locations.

•  Knowledge of visual

merchandising and stock
presentation.

3.  Experiences

•  Experience working in a

customer facing environment.

4.  Attributes

•  Experience supervising or

coordinating staff or
volunteers.

•  Experience handling cash and
using card machines in a
customer -facing environment.

•  Friendly approachable and
supportive attitude towards
volunteers, donors and
customers.

•  Reliable, responsible and able
to work independently and
manage tasks confidently in a
busy shop environment.

•  Physically able to carry out the
demands of the role (e.g.
lifting donations, sorting stock)

•  Ability to work additional hours

if required.

5.  Additional

•  Demonstrate an

requirements

understanding, support and
commitment to Age UK York’s
Vision, Mission and Strategic
Aims, and our efforts to realise
them.