PACT Animal Sanctuary is a leading animal welfare charity dedicated to rescuing, rehabilitating and rehoming animals in need. Our retail operations play a vital role in funding our mission, offering high quality donated goods through physical shops and online platforms. By joining our team, you will contribute directly to improving animal lives while delivering exceptional retail experiences.
Purpose of the role
As Assistant Shop Manager, you will support the Shop Manager in the day-to-day operation of a PACT charity shop, helping to ensure it is welcoming, well-presented and financially successful. You will assist in delivering excellent customer service, supporting volunteers, maintaining high retail standards and maximising income through the effective sale of donated goods.
Working closely with the Shop Manager and Area Shop Manager, you will help generate sustainable income to support PACT's mission, promote environmental sustainability through reuse and recycling, and build positive relationships with customers, donors and the local community. In the absence of the Shop Manager, you will take responsibility for the day-to-day running of the shop.
Key Roles & Responsibilities
1. Retail Operations & Sales Performance
- Support the Shop Manager in the day-to-day operation of the charity shop, ensuring high standards of customer service and presentation.
- Assist in maximising sales and profitability through effective merchandising, pricing and promotional activity.
- Help monitor shop performance against agreed Key Performance Indicators (KPIs), including sales, Gift Aid, stock turnover and volunteer engagement.
- Maintain excellent visual merchandising standards throughout the shop.
- Process financial transactions accurately and in accordance with PACT financial procedures.
- Support the implementation of actions to improve shop performance.
- Open and close the shop when required, following organisational procedures.
- Act as Duty Manager in the absence of the Shop Manager.
2. Stock Management & Donations
- Assist with the intake, sorting, pricing and display of donated goods.
- Ensure donated items meet quality and trading standards before sale.
- Identify potentially high-value items and refer them to the Shop Manager where appropriate.
- Support effective stock rotation and merchandising to maximise sales.
- Promote reuse and recycling to minimise waste.
- Assist with stock transfers between PACT shops where required.
- Encourage donations from customers and support local donation initiatives.
3. Volunteer Support & Team Development
- Support the Shop Manager in recruiting, inducting and training volunteers.
- Provide day-to-day guidance and encouragement to volunteers.
- Help create a positive, inclusive and supportive working environment.
- Assist in preparing volunteer rotas and ensuring adequate shop cover.
- Support volunteer supervision and recognise individual contributions.
- Identify training needs and share these with the Shop Manager.
- Promote PACT's values and mission through positive leadership and teamwork.
4. Community Engagement & Customer Service
- Deliver consistently excellent customer service.
- Build positive relationships with customers, donors and members of the local community.
- Promote PACT's work and encourage community involvement.
- Support fundraising activities, promotional events and awareness campaigns.
- Maximise Gift Aid sign-ups and ensure Gift Aid is processed in accordance with HMRC guidance.
- Act as a positive ambassador for PACT at all times.
5. Financial Administration
- Carry out accurate cash handling, till reconciliation and banking procedures.
- Assist with maintaining accurate sales, Gift Aid and stock records.
- Follow financial procedures to minimise stock loss and maintain security.
- Report financial discrepancies promptly to the Shop Manager.
- Support the achievement of agreed financial targets.
6. Compliance, Health & Safety
- Support compliance with Health & Safety legislation and organisational policies.
- Assist with routine shop safety checks and risk assessments.
- Ensure safe manual handling practices are followed.
- Report accidents, incidents, hazards and maintenance issues promptly.
- Help maintain a safe, clean and welcoming environment.
- Ensure compliance with charity retail legislation and Trading Standards requirements.
7. Governance & Organisational Compliance
- Comply with all PACT policies and procedures.
- Maintain confidentiality when handling customer, donor and volunteer information.
- Comply with Data Protection (GDPR) requirements.
- Promote Equality, Diversity and Inclusion throughout the shop.
- Support safeguarding responsibilities in accordance with organisational policies.
8. Property & Facilities
- Assist in maintaining the shop premises, fixtures and equipment to a high standard.
- Report repairs and maintenance issues promptly.
- Help maintain the security of the premises, stock and cash.
- Ensure the shop remains clean, attractive and welcoming throughout trading hours.
Person Specification
Essential
- Previous experience in a retail environment, preferably in a supervisory or senior sales role.
- Excellent customer service skills.
- Good communication and interpersonal skills.
- Ability to motivate and support volunteers and colleagues.
- Good organisational and time management skills.
- Experience of cash handling and till reconciliation.
- Ability to work independently when required.
- Good IT skills.
- Flexible and reliable with a positive, proactive approach.
- Ability to prioritise workload and work under pressure.
- Commitment to high standards of customer service.
- Commitment to animal welfare and the aims and values of PACT.
Desirable
- Previous charity retail experience.
- Experience supervising volunteers or staff.
- Knowledge of Gift Aid procedures.
- Experience in visual merchandising.
- Experience supporting fundraising activities.
- Full UK Driving Licence.
- Knowledge of sustainability and ethical retail practices.
Due to the potential high volume of applications, we reserve the right to close this vacancy early should we receive a sufficient number of quality candidates. We encourage interested applicants to submit their applications as soon as possible.
Pay: £12.71 per hour
Benefits:
Experience:
- Retail: 2 years (preferred)
Work Location: In person
