HOSPICE AT HOME WEST CUMBRIA

Job Description

Job Title:

Retail Manager

Tenure:

Permanent

Base:

HHWC  Charity  Shops  Workington  and  Cockermouth  (predominantly
Cockermouth)

Responsible to:

Marketing and Income Generation Team Leader

Responsible for:

Retail Volunteers

Salary:

Hours:

JOB SUMMARY:

£15,226   (£25,376 FTE)

22.5 hours per week over 3 days (working on rota) Monday - Saturday

The role of Retail Manager is based within the Marketing & Income Generation (MIG) Team.
The overall purpose of the MIG Team is to raise the profile of Hospice at Home West Cumbria
(HHWC) and to generate income to support all Hospice activities.

The post holder will play a key role in achieving these objectives through working across our
retail sites, maximising sales and effectively promoting our organisation in the local community.

DUTIES AND RESPONSIBILITIES OF THE POST

Key responsibilities of the job:

•  Manages a strong team of volunteers to coordinate the day-to-day activities in our retail

operations, undertaking physical tasks when required and optimising sales by maintaining
the appearance of the buildings within organisational brand and identity guidelines.

•  Takes a proactive approach to recruiting and retaining volunteers and ensures all retail

locations have adequate volunteer cover during opening hours, including coordinating rotas
and arranging cover for periods of staff and volunteer absence.

•  Ensures volunteers receive a comprehensive induction, and ongoing training, advice,

support and guidance is in place to ensure that they deliver high customer service standards
and are motivated, happy and effective in their role and can develop new skills to take on a
variety of tasks.

1

•  Ensures that the shops carry a reasonable level of stock of excellent quality goods and that
they are priced appropriately and displayed effectively, within the trading guidelines for
charity shops.

•  Provides a high level of customer service to retail customers and donors, maximising sales

opportunities and gift aided donations where possible.

•  Ensures gift aid donations are separated from general stock and easily identified, tagged
appropriately, and gift aid stock is being conducted within the HMRC guidelines and in
accordance with organisation procedures.

•  Works with volunteers to coordinate the collections of donated items, the sorting of

donated items, and identify donated goods that may be of particular value for sale online or
via auction.

•  Maintains high standards of orderliness, cleanliness, and compliance with all aspects of

Health and Safety and risk management throughout the buildings including organising minor
maintenance as required and reporting all major maintenance and any other health and
safety concerns to the Marketing & Income Generation Team Leader.

•

Implements measures to safeguard the security of people, premises, stock and takings and
ensure they are understood and implemented by volunteers, including all financial and
health & safety controls and procedures.

•  Develops and runs efficient and effective recycling procedures for shop waste and unwanted

donated goods.

•  Undertakes promotional activity to help to maximise sales and other fundraising activities

including providing MIG Team colleagues with information for the website and social media
to encourage and improve shop income and engagement of supporters in the local
community.

•  To foster and promote to the public and volunteers, the values of Hospice at Home West

Cumbria, and the organisations expectations of behaviours and attitudes having regard for
the reputation of the charity.

Personal Development:

•  To be committed to personal and professional development and engage in mandatory and

statutory training as required.

•  To set challenging goals through the appraisal process to ensure the effective delivery of

personal objectives.

•  To keep updated with current policies and procedures.

2

General:

•  To ensure that personal conduct, ways of working and work activities are aligned to the

Hospice’s purpose and values at all times.

•

In accordance with the Data Protection Act 2018 and the General Data Protection
Regulations, to ensure the maintenance of confidentiality in respect of staff, volunteer and
client records and all privileged information relating to the services of the Charity, its
patients, staff and volunteers and particularly of the area for which directly responsible.

•  To promote and foster the Hospice’s reputation and standing within the community and

with private, statutory and voluntary sector agencies and organisations.

•  To adhere to the Health and Safety policy and report all accidents, incidents or near misses

promptly and when requested to co-operate with any investigations undertaken.

•  To be aware of obligations and to abide by the spirit and nature of the Equal Opportunities

policy to avoid direct and indirect discrimination.

•  To undertake any other duties which may be reasonably required.

Person Specification

Retail Manager

Qualities Required

Practical
Knowledge and
Qualifications

Customer service/business/retail qualification OR
relevant experience

Knowledge of the retail environment including
merchandising and promotion
Knowledge of Gift Aid

Skills and
Competencies

Ability to perform simple mathematical calculations
manually
Ability to devise communications that contain accurate
grammar and spelling
Excellent communication skills with the ability to build
and maintain relationships with individuals and other
organisations
Strong admin and organisational skills with excellent
attention to detail
Ability to work independently with minimum
supervision, and work well with team members
Operates as a cooperative team player and interested in
engaging the local community
Confident IT skills

Essential (E)
Desirable (D)
E

Method of
Assessment
A/I

E

D

E

E

E

E

E

E

E

A/I

A/I

A

A

I

A/I

A/I

A/I

A/I

3

Experience

Self-motivated with a positive attitude and an ability to
prioritise and use initiative to find practical solutions to
problems seeing what needs to be done and gets on and
does it
Ability to assess the value of new and pre-loved items
and potential pricing structure to encourage sales
Flexible in times of change and support new ways of
working
Flexible, with a willingness to work weekends and adjust
days/hours according to availability of volunteers
Prepared to travel and attend meetings and training as
required
Experience of working in a retail/customer facing
environment
Experience of leading, managing and supporting
staff/volunteers to meet team goals and targets
Experience of charity retail fundraising
Experience in scheduling collections and planning
logistics
Experience of working with an Electronic Point of Sale
(EPOS) system
Experience of dealing with sensitive issues in an
appropriate professional manner

E

D

E

E

E

E

E

D
D

D

E

A = Application Form

I = Interview

E = Exercise

A/I

I/E

I

A/I

A

A/I

A/I

A/I
A/I

A/I

I

4