JOB DESCRIPTION

Job Title

Shop Manager

Reports to

Retail Operations Manager

Responsible for

Assistant Mangers, Shop staff and Shop Volunteers

Salary

Hours

A voluntary pension scheme is also available for the post holder
to sign up to on successful completion of the probationary period.

Variable. Weekly working hours to be agreed with Retail
operations Manager at appointment.

Holiday entitlement

28 days per year (pro rata)

Probationary period

1 months

JOB PURPOSE:

•  To manage the day-to-day retail activities of the shop ensuring that it is both

attractive and welcoming at all times.

•  To manage the day-to-day financial activities of the shop ensuring that all monies are

banked and accounted for in a timely and professional manner.

•  To ensure that the shop is adequately staffed at all times.
•  To ensure that the staff (including volunteers) and premises are compliant with all

relevant policies, procedures and legislation.

•  To liaise with the general public, local traders and any other relevant party in a
manner likely to enhance and further the work and reputation of Age UK .

•  To remain up to date with relevant developments in the retail / charity retail industry.

DUTIES

Retail

•  To ensure that the shop window displays are at all times attractive to customers; to

update them regularly to prevent them looking ‘tired’ and predictable.

•  To arrange the internal displays in a manner that show the goods in their best light,

and which is easily and safely navigable by the public.
•  To keep the inside of the shop clean and tidy at all times.
•  To accept and process all donations in accordance with relevant policies and

procedures.

•  To ensure effective stock control procedures are in place; to monitor stock levels and

undertake regular stock audits.

•  To liaise with other shop managers over transfer of items between stores.
•  To price all items in accordance with an agreed pricing structure.

•  To ensure that all items are clearly marked with the asking price and that any offers

e.g. ‘2 for 1’ are clearly identified.

•  To work to set sales targets and growth plans providing regular updates and reports

to the Head of Retail.

•  To work with the Head of Retail/marketing officer on the promotion and marketing of

the business. To organise promotions, displays and / or events to affect this.

•  To ensure all customers receive excellent customer service at all times from all staff

and volunteers.

•  To deal with all customer service issues, e.g. queries and complaints, in the first

instance. To follow any relevant procedures thereafter.

•  To maintain up to date knowledge of market trends and developments in the retail /

charity retail sector.

•  To maintain accurate and timely records of all business activities.

Management of Staff and Volunteers

•  To promote and facilitate a positive, mutually supportive team ethic.
•  To actively recruit suitably competent and enthusiastic volunteers to the shop and / or

Age UK in line with established policies and procedures.

•  To contribute to the recruitment process for an Assistant Manager/shop staff when

required.

•  To provide regular one to one supervision to the Assistant Manager and regular

supervision, in a suitable and agreed format, to the shop volunteers e.g. in a group
format.

•  To mentor the Assistant Manager/staff and volunteers in all aspects of their

respective roles and in particular the importance of excellent customer service. All
volunteers to be encouraged and mentored in all aspects of the daily shop tasks up
to the point they feel comfortable.

•  To ensure that all staff and volunteers are fully conversant with the wider work of Age

UK and able to talk about it to customers as needed.

•  To ensure that the Assistant Manager and all shop volunteers are fully supported and

trained in all aspects of running a charity and are aware of all policies and
procedures that may affect them in the course of their duties e.g. the Health and
Safety Policy and Procedures.

•  To ensure that the shop is adequately staffed at all times; to consult on and produce
staffing rotas in good time and with regards to the requirements of volunteers. To
manage the holiday requirements of yourself and the Assistant Manager.

•  To provide direction to all staff on daily / weekly tasks; to clearly communicate sales

targets and growth plans as necessary and agreed with the Head of Retail.

•  To deal with all staffing issues in a timely and professional manner and in line with

policies and procedures.

•  To maintain accurate and timely staffing records for all staff in line with procedures.

Financial

•  To implement effective and efficient financial management and accounting systems
in conjunction with the Head of Retail and finance personnel. To be responsible for
the day-to-day management of these systems including the administration of Gift Aid.

•  To regularly review the financial performance of the shop and provide the Head of

Retail/CEO with regular reports detailing any issues and possible solutions.

•  To maintain accurate records of all business transactions.
•  To regularly review all systems and amend where necessary e.g. in the event of

changes to legislation.

•  To ensure all financial accounting systems and practices are compliant with relevant

regulatory requirements.

•  To ensure that all policies and procedures related to the sale of goods are compliant

with relevant UK and European law.

Policies and Procedures

•  To ensure that all policies, procedures and risk assessments relating to the shop are

in place and regularly reviewed, updated and approved by the Head of Retail.

External Relationships

•  To develop good working relationships with other shops in the Age UK network.
•  To promote the work of Age UK WMH through the course of daily retail activities. To
provide an information point within the shop relating to Age UK and in particular the
activities and services offered by Age UK WMH.

•  To act as an ambassador for the work of Age UK WMH and help develop the public
profile of the charity through interactions with the public and marketing strategies for
the shop.

•  To develop and maintain sound professional relationships with other local traders.

Other

•  To regularly attend supervision meetings with the Head of Retail or designated

deputy.

•  To undertake all mandatory training courses and any others identified in supervision

or arising out of incidents or occurrences in the workplace.
•  To undergo a Disclosure and Barring Service (DBS) check.
•  To undertake any other duties as may be required by the Board of Trustees and

commensurate with the grading of the post.

PERSON SPECIFICATION

Job Title
Reports to

Shop Manager
Head of Retail

The post holder needs to be able to demonstrate relevant knowledge and experience in the
areas detailed below. When completing your application please ensure that you have
covered each of the areas in the ‘Essential’ column and any that apply in the ‘Desirable’
column, citing examples from your career or private life to illustrate your claims.
(A) Indicates it will be assessed via the application form.
(I)  Indicates it will be assessed at interview.

Qualifications
and training

Experience,
Knowledge,
Skills and
Abilities

Essential
•  Good standard of general education
including GCSE (or equivalent)
Maths and English. (A)

•  Evidence of training in all areas of
relevance to the retail sector e.g.
delivering excellent customer
service. (A&I)

Desirable
•  Relevant management

qualification. (A)

•  Extensive experience of working

•  Experience of working within the

charity retail sector. (A)

•  Management experience in a retail

setting. (A)

•  Proven track record in setting
achievable sales targets /
projections and devising and
implementing plans for sustained
growth. (A&I)

•  Experience of staff recruitment.

(A)

•  Experience of volunteer
management.(A&I)

•  Fundraising experience. (A)
•  Knowledge and experience of
using quality systems. (A)

•  Ability to think strategically about
growing the retail business. (A&I)
•  Knowledge and an understanding
of the voluntary sector. (A&I)

within the retail sector. (A)
•  Experience of using financial
management systems. (A)

•  Proven track record of successfully
working to tight deadlines. (A&I)
•  Proven track record of achieving or
exceeding sales targets. (A&I)
•  Experience of supervising other
staff in a management or non-
management capacity. (A&I)

•  Strong interpersonal and
communication skills and
demonstrable experience of forging
and maintaining effective
professional relationships with a
wide range of people. (A&I)
•  Proven track record of making
sound independent business
decisions within an agreed
framework.(A&I)

•  Working knowledge of legislation

relevant to charity retail outlets e.g.
Health and Safety. (A&I)
•  Demonstrable commitment to
delivering excellent customer
service.(A&I)

•  Commercial awareness. (A&I)
•  Effective influencing and negotiating

skills. (A&I)

Personal
attributes

•  Ability to analyse situations and
data allied with sound problem
solving skills. (A&I)
IT literate in a range of applications
including MS Office and financial
accounting systems. (A)

•

•  Ability to see the bigger picture and
remain focused on the detail. (A&I)

•  Demonstrable leadership and
management qualities.(A&I)
•  A flexible approach to work and a
willingness to adapt to shifting
priorities.(A&I)

•  Ability to respond to challenging

situations in a calm and reasoned
manner. (A&I)
•  Personable. (I)

Other

•  An understanding of and respect for

the charity’s values. (A&I)

•  Full clean driving licence, access to

your own transport and a
willingness to use it for business
travel. (A)

Help at Home Assistant (Job Description)

Location: South Worcestershire.

Responsible to: Help at Home Co-Ordinator

Salary: £12.75 per hour
Hours: Flexible hours are available as and when clients want the service. Clients usually
require assistance between 9-5pm Monday to Friday.

Main Purpose of the Job:

The Help at Home service aims to support older people by providing assistance with
those tasks they may have difficulty doing themselves and thus enabling them to
stay in their own home and maintain their independence and improve their wellbeing.

This chargeable service offers our clients help with a variety of tasks, the most
common task that is required and expected of the role is cleaning as well as other

tasks such as:
• Shopping

• General housework including
• Cleaning including fridges, freezers and ovens

• Sorting and tidying
• Laundry and ironing

• Helping to change beds
• Companionship

• Light gardening
• Taking clients to appointments or social events

• Preparing light meals
• Writing and reading letters

• Reading books, newspapers

• Having a cup of tea and a chat

(please note there is no personal care required)

Responsibilities and Duties:
• To provide flexible support to clients

• To complete or assist with tasks as requested by the client in the allocated time
• To adhere to policies and procedures as detailed in the Help at Home Handbook

• To handle client monies in line with procedures
• To maintain the trust and confidence of the client within the Help at Home ethos of

   caring and safeguarding the client

Help at Home Assistant JD 2025 (002)

• To alert the Help at Home Co-Ordinators of any safeguarding issues
• To be aware of and follow the guidelines set out in the Age UK Wyvern

Vulnerable Adults Policy
• To report all compliments/complaints to the Help at Home Co-Ordinator

• To follow confidentiality and GDPR outlined in policies and procedures.

• To ensure timesheets are completed in an accurate and timely manner,

informing the office of any missed visits or cancellations

• To attend training courses, staff and team meetings
• To be aware of and promote where appropriate the other services offered by Age
UK Wyvern

This job description is not intended to be exhaustive and it is likely that duties may

be altered from time to time in the light of changing circumstances, in discussion with
the post holder. This role profile is intended to provide a broad outline of the main

responsibilities only. The post holder will need to be flexible in developing the role
with initial and on-going discussions with the designated manager.

Help at Home Assistant JD 2025 (002)

Job Title

Reports to

Retail Commercial Manager

Director of Income Generation

Direct line reports

Retail Area Support Managers, Retail Store Managers.

Salary

Hours

Location

Competitive – based on experience

35 (5 out of 7 days)

Field Based and flexible working (3/2)

Purpose
The Retail Commercial Manager is an integral part of the Retail senior leadership team. Reporting
into  the  Director  of  Income  Generation  and  working  collaboratively  to  achieve  Retail’s  strategic
direction  of  travel  to  increase  profitability  and  financial  contribution  to  the  organisation.  The
portfolio includes 13 shops and an e-commerce operation with a turnover of approx. £1.5million
which supports the overall income generation strategy.

The  Retail  Commercial  Manager  is  responsible  for  the  leadership  and  management  of  the  retail
estate which includes c30 paid staff and c100 volunteers. Leading and inspiring Age UK Wyvern’s
Retail team to increase income channels whilst delivering exceptional operational excellence. The
development of a customer journey is critical as is embedding new ways of working and a service
culture.

Key to the tole is maximisation of profit contribution at store and estate level, through effective
P&L controls, driving sales, cost control and value-added activity. Working closely with the Director
of  Income  Generation  and  the  Retail  Operations  Manager  you  will  support  in  creating  a  future
strategy for online growth and expansion of the bricks and mortar retail estate.

Strategy

•  Alongside other members of the retail senior leadership team, to create and develop a new
retail  strategy  that  feeds  into  a  wider  income  generation  strategy  aimed  delivering  a
positive net contribution.

•  Work with all members of the Retail Senior Leadership team to focus on developing and

delivering the retail strategy both short and long term.

•  Embed the retail strategy within your operating area and lead from the front in its delivery.
•  Maximise profitability across your work through effective management of cost controls.
•  Develop annual budgets for income and expenditure for your work area with support from

the Director of Income Generation.
•
Invest time to propose business cases for new areas in line with Retail’s strategic direction.
•  Support  the  Director  of  Income  Generation  and  Retail Operations  Manager  in  creating  a

future online strategy to further grow digital sales and new stores.

•  Develops a store profile strategy which balances commercial, customer and stock needs.
•  Devise a pricing strategy which maximises profit across the retail estate.
•  Develop and implement strategies for retail to exceed a broad range of KPI’s including ATV,

transaction numbers, ASP, gift aid, donations etc.

•  As a senior member of the Retail team, you will lead on specific areas of work/projects.

Leadership Areas

•  Provide inspirational and visible leadership to motivate and empower retail teams to deliver

the retail strategy through coaching and hands on support.

Implement a robust 4 weekly visit schedule for all store across the retail estate.

•  Directly manages the Retail Area Support Managers and Store Managers.
•
•  Communicate exceptionally with the retail store teams on a daily and weekly basis to ensure
that both the retail and organisational direction of travel is followed and supported.
•  Ensure  staffing  rotas  are  well  managed  and  mapped  out  in  advance  to  support  the

operational running of the retail estate.

•  Develops a highly engaged, purpose led, and values led retail team.
•  Be an active participant in the retail senior leadership team working alongside the Retail
Operations  Manager,  and  their  teams  and  within  the  wider  organisation  to  drive  the
business forward.

•  Lead your team to review, plan and develop investment in people, sales growth, and cost

control to achieve a sustainable growth in profits.

•  Develops a service culture among the team to deliver a high level of service.
•  Feeds into the retail trading calendar, alongside the Retail Operations Manager and ensures

all retail elements are planned and delivered.

•  Develops effective succession planning which meets the retail needs for the present and

future.

•  Use performance data to initiate reactive promotions and champions to maximise sales
•  Embed the new Retail Operations Toolkit across the Retail estate to aid in consistent Retail

best practise.

•  Utilise  all  relevant  data  and  tools,  including  the  tilling  system,  to  enable  commercial
decisions which will have a positive impact on financial contribution to the organisation.
•  Ensure that all staff and volunteers have access to the correct training to enable the Retail

Commercial Manager assurance in this area.

•  Enable future new goods to be merchandised in a way to promote effect sales.
•  Drives space to sales through strong analysis of store performance.
•  Ensures stores are commercial in layouts and densities are sufficient to support in achieving

sales performance.

•  Through  effective  leadership  ensure  that  all  stores  are  compliant  with  regards  H&S

regulations.

•  Support with retail acquisitions and closures/refits as required.
•  Manage your people using Age UK Wyvern’s policies, procedures and digital tools to support
you.  To  include,  recruitment,  attendance  management,  performance  management,
disciplinary and grievances.

•  Work with the HR team alongside the Retail Operations Manager to ensure that end to end

people journeys within Retail are fit for purpose.

•  Working  alongside  the  Volunteering  team,  to  lead  on  the  promotion  of  Volunteering

opportunities and enable best practise for Retail.

•  Champion  volunteer  recruitment  as  a  KPI  for  store  management  teams  and  that  they

remove barriers to increasing volunteer participation at store level.

•  To  be  an  ambassador  for  exceptional  customer  service  and  develop  in  conjunction  with

Retail SLT agreed service standards.

•  Establish good working relationships and liaise closely with other colleagues internally to

support cross organisational working and best practise.

•  Communicate effectively with all colleagues promoting open and transparent dialogue.

•  Establish  good  working  relationship  with  supporter  and  third-party  organisations
specifically in communities surrounding our shop locations. E.g., Charity Retail Association,
CRL.

•  Develop and deliver training to the retail shop teams as required including organisation of

area meetings to support delivery of message.

•  Work closely with the Retail Operations Manager around rollouts of new ways of working

with regards external relationships. E.g., Boxmove, Acopia.

•  Working closely with the Retail Operations Manager focus on Gift Aid as an area to embed
best practise with results being the gift aid contribution increases across retail in line with
industry standards.

•  Work  cross  organisationally  with  relevant  teams  to  positively  support  both  planned  and

reactive maintenance issues across the Retail estate.

Compliance & Risk

•  Work  with  the  Director  of  Income  Generation  to  maintain  effective  risk  management

processes collated on a Retail Risk Register.

•  Ensure compliance within Retail Operations with all relevant legislation and best practice,
including  data  protection,  CRA  code  of  Practice,  HMRC,  Trading  Standards,  health  and
safety.

•  Manage  all  levels  of  complaints,  achieving  positive  outcomes  and  protecting  against

reputational risk.

•  Ensure processes are in place to enable GDPR compliance, flagging breaches as or if they

occur.

•  Cross  organising  work  with  Safeguarding  leads  to  ensure  strong  awareness  and

•

understanding of Safeguarding within Retail.
In  order  to  protect  brand  and  reputational  risk,  ensure  that  all  teams  are  aware  of  our
customer service policy and are actively delivering exceptional service levels.

•  Working  with  Finance  and  the  Retail  Operations  Manager,  ensure  strong  processes  and

robust financial controls are in place and that Retail teams are compliant.

Other Responsibilities

•  Attendance to meetings for training/development/networking.
•  Available for on call rota 1/3 weekends and BH’s.
•  Deputise for the Director of Income Generation when required.

Personal
Attributes

Requirements
Excellent
Communicator

Person Specification

Essential
X

Desirable

Experienced planning
and organisational
skills

Ability to coach and
nurture talent

Positive and results
Driven

Approachable and
good listening skills.

Strong influencing and
negotiation skills.

Conducts themselves’
in a professional
manner.

Knowledge, Skills
and Experience

Inclusive and diverse
in their approach
At least 2 years’ experience in
leadership of remote teams

Proven experience of leading
multi-site teams, effectively
deploying
all forms of technology to
ensure efficient and engaging
support and
communications

Proven experience of financial
literacy, with a strong
understanding, experience of
knowledge of budgeting, cost
management and P&Ls and
financial data and report
writing.

Proven experience
managing
performance and HR
policy within a retail
environment.

X

X

X

X

X

X

X

X

X

X

X

A proven ability to
work within a team

Can demonstrate
excellent retail
management skills

Has good
understanding of legal
and H&S knowledge
within a retail/charity
environment.

Strong IT skills including use of
Microsoft 365 Packages

Ability to
use and disseminate
information from a
tilling system.

Excellent written and
verbal communication
skills.

Excellent
organisational skills
and the ability to multi
task and prioritise.

Have a high level of
numeracy skills, to
analyse performance
against budgets and
understand profit and
loss.

Demonstrates a strong
commitment towards
continued commercial
development and a
proven ability to bring
new ideas to the table.

Ability to conduct
audits and compile
management reports.

X

X

X

X

X

X

X

X

X

X

Has experience of wider
Income Generation through
Fundraising/Lottery/Marketing

X

Help at home assistant

About us

Age UK Wyvern is an independent charity committed to enhancing the lives of older people. As a local partner of the national Age UK organization, we focus on providing high quality services tailored to the needs of our community.

Our services range from dementia support to home assistance, aimed at fostering independence and improving the well-being of older adults. We are funded through public donations, income from our charity shops, and grants. Our shops play a vital role in funding and connecting with the community.

At Age UK Wyvern, we are dedicated to fostering an inclusive and supportive workplace. We value diversity and recognize the unique perspectives and experiences each team member brings. Together, we can achieve our mission to enhance the lives of older people.

Role Overview

Hours of work: Flexible hours are available as and when clients want the service

Salary: £12.75 per hour (plus paid travel time)

Location: South Worcestershire

Are you friendly, reliable, and passionate about supporting older people to live independently at home?

Join Age UK Wyvern’s Help at Home team and help make everyday life a little easier for older people across South Worcestershire.

Our Help at Home Assistants provide practical, non-personal care support to older people who need a helping hand with day-to-day tasks - helping them stay in their own homes, maintain their independence, and improve their wellbeing.

Every day is different! You’ll support clients with tasks such as:

• General housework and cleaning and tidying
• Laundry, ironing, and changing beds
• Shopping and running errands
• Preparing light meals and refreshments
• Taking clients to appointments or social activities
• Companionship — having a cup of tea and a chat
• Reading or writing letters and helping with paperwork

Please note: this role does not include personal care.

Why join us?

• Make a difference:your work will directly impact the success of the Age UK Wyvern. Helping to fund for our cruciall support services and activities to support older people across Herefordshire & Worcestershire.
• Career growth:opportunities for professional and career development.
• Friendly environment:be part of a supportive, passionate team that shares your commitment to making a positive impact. Age UK Wyvern is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment for all employees -Download our Equality, Diversity & Inclusion policy.
• Employee benefits:sick pay, company pension, private medical insurance, cycle to work scheme, company events, generuos holiday allowance, casual dress code, tickets for good, blue light shceme.

How to apply

If you are a motivated and customer-focused individual who is looking to make a real difference, we would love to hear from you. Please send us your CV with a Cover Letter detailing how you meet the person specification. Ensure your application includes examples of your experience relevant to the role.

Please return your completed CV and Cover Letter by email to hr@ageukwyvern.org.

If you do need to send us had copies, please mark the envelope Private & Confidential and send to:

FAO HR, Bank House, 7 Shaw Street, Worcester, WR1 3QQ.

Contact us

If you have any questions about applying or need further help or support, please contact our HR team.