This is a full-time role - 37.5 hours per week
The Relief Shop Manager is responsible for supporting the substantive shop management team during periods of annual leave, sickness, or any other absence across the North London Hospice charity shop network. The Relief Shop Manager will ensure that operational requirements, including pricing strategies, merchandising plans, and promotional activities are adhered to.
The role will provide support to the substantive shop management team working closely with volunteers to ensure smooth daily operations, maintaining high standards of customer service, and legal compliance in areas such as Health & Safety.
Key Responsibilities
General
1. Shop Management During Absences
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Provide shop cover during periods of absence providing support to the substantive shop management team.
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Ensure that the shop operates in line with the specific policies, procedures, and merchandising plans of that particular store.
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Maintain shop performance, meeting sales targets and driving donations during absence periods.
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Adapt quickly to the unique needs of each shop, ensuring continuity and minimal disruption to operations.
2. Pricing, Merchandising & Promotional Activities
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Implement the shop’s existing pricing strategies, ensuring stock is priced appropriately based on quality, demand, and local trends.
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Maintain and update visual merchandising displays to maximize sales and create an inviting shopping environment.
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Ensure that any ongoing promotions or special events are executed as planned, adapting as necessary to meet the store’s objectives.
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Work closely with the substantive team and volunteers to deliver effective shop operations, maintaining high standards of stock rotation and presentation.
3. Volunteer Management
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Provide support to the team of volunteers, ensuring they are motivated and engaged in shop operations.
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Provide guidance and where required training to volunteers, ensuring they can effectively carry out tasks such as customer service, stock processing, and Gift Aid promotion.
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Foster a positive and collaborative working environment, encouraging volunteers to take pride in their contributions to the hospice.
4. Customer Service
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Ensure excellent customer service is delivered at all times, maintaining a welcoming and friendly atmosphere for customers.
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Handle customer queries, feedback, and any issues that may arise, ensuring prompt and professional resolution.
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Promote the charity’s mission to customers, encouraging donations, Gift Aid sign-ups, and customer loyalty.
5. Health & Safety Compliance
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Ensure that all Health & Safety regulations are followed in each shop, maintaining a safe environment for customers, staff, and volunteers.
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Conduct daily checks and risk assessments as required, identifying and addressing any hazards or compliance issues.
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Ensure all staff and volunteers are aware of and comply with Health & Safety guidelines, including manual handling and fire safety protocols.
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Maintain accurate records and documentation related to Health & Safety in each shop.
6. Cash Handling & Financial Reporting
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Manage cash handling and daily financial procedures, ensuring accuracy and security in all transactions.
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Ensure daily takings are recorded correctly and banked according to North London Hospice’s procedures.
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Monitor sales performance and report to the Area Manager on shop performance during periods which you provide cover.
7. Stock Management & Donation Growth
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Oversee the processing, sorting, and pricing of donated goods, ensuring high standards of stock quality and presentation.
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Work with the team to increase donations and actively engage with the local community to encourage more donations.
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Implement stock rotation and pricing adjustments based on local demand, maximizing sales opportunities.
8. Legal & Policy Compliance
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Ensure all activities in the shop comply with North London Hospice’s policies and procedures, including safeguarding, data protection, and ethical selling.
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Ensure compliance with all legal requirements, including trading standards and health and safety laws.
Key working relationships including but not limited to: Area Manager, Shop Managers, Retail Management Logistics team, People Business Partner, public, donors (corporate), volunteers. Occasional interaction with patients, carers, external policy makers and other hospice staff and volunteers.
Any other reasonable duties required within the scope of the role. The role may evolve in line with the needs of the charity.
Infection Control
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Maintain the highest standards of infection control
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Familiarise with, and adhere to, North London Hospice Infection Control Processes, Policies and Procedures
Health and Safety
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Understand individual safety and security responsibilities
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Familiarise with, and adhere to, the relevant health, safety and security policies across North London Hospice
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Be aware and work to support own personal health and safety and the health and safety of others across the Hospice
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Maintain patient, personal and organisational confidentiality at all times. This includes patient medical and financial information; employee record; student records; financial
Confidentiality
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Maintain patient, personal and organisational confidentiality at all times. This includes patient medical and financial information; employee records; student records; financial and operating data of North London Hospice and any other information that is of a private or sensitive nature
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Familiarise with, and adhere to, the relevant confidentiality policies within North London Hospice
Person Specification
Experience and Knowledge
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Proven experience in retail management, ideally within a charity or not-for-profit organization – essential
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Good knowledge of retail operations, including pricing, merchandising, and stock management – essential
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Understanding of health and safety regulations in a retail environment – essential
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Experience in cash handling, banking, and financial reporting – essential
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Knowledge of Gift Aid processes and promotion
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Experience in charity retail or working within the charitable sector – desirable
- A passion for the hospice’s mission and values, with a desire to contribute to the success of the retail operation – desirable
Personal Qualities and Abilities
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Strong leadership and team management skills, with experience in managing volunteers or staff – essential
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Ability to adapt quickly to different shop environments and manage operations effectively across multiple locations - essential
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Excellent customer service skills with the ability to resolve issues professionally and effectively – essential
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Strong organisational skills, with the ability to prioritize tasks and meet deadlines in a dynamic environment – essential
Essential for all
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Commitment to equality, diversity and inclusion and understanding of how this applies to own area of work
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Commitment to the aims and charitable objectives of North London Hospice
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Committed to own continuing vocational/professional learning and development
Enhanced DBS check (role specific) to be carried out by the employer
North London Hospice is a registered charity that has been caring for local people since 1984. We are committed to empowering patients with life limiting illnesses, supporting them to achieve the best quality of life possible.
As well as our inpatient unit at Woodside Avenue, we work within the wider community including our Outpatient and Wellbeing services; our support to patients in their own homes; our Community Specialist Palliative Care services; and our Patient and Family Support teams, providing emotional and practical support to patients, their families and carers.
47 Woodside Avenue, London, N12 8TT
