Purpose:
- Be responsible for the growth and management of a large store and an associated donation point which work collaboratively with an online retail business.
- Work closely with the Senior Retail Manager, the Shop Supervisor, the eCommerce Administrators, the Collection / Delivery team and the Volunteers to implement ideas for income growth, improvement of processes and enhanced representation of the charity.
- Manage the 2 businesses simultaneously to generate maximum income for Blythe House Hospice, prioritising the needs of each business appropriately.
- Deliver income targets by maximising sales through exceptional retail practice, excellent team management and high standards of customer service
- To develop and motivate a strong, cohesive team of shop volunteers who can work unsupervised in a retail environment but also confidently act as ambassadors for Blythe House Hospice
- To promote the services and values of Blythe House Hospice within our local communities.
- Lead by example with clarity and compassion.
- Project a happy, energetic atmosphere to the businesses ensuring volunteer, donor and customer enjoyment and engagement.
- Ensure provision of a safe environment and compliance with Health and Safety requirements and regulations.
The Shop Floor
- Ensure the shop remains well stocked and well presented through frequent walkthroughs each day and maintaining a prominent visible presence on the shop floor leading by example, engaging customers, donors and volunteers alike.
- Adhere to the set standards of stock selection, price points, visual merchandising and communicate those standards to the volunteer teams.
- Ensure stock rotation processes are followed by all members of the team.
- Delegate daily tasks to the volunteer teams, providing support as required.
- Ensure that all items are appropriately priced before being put on display; undertake spot checks on prices; ensure continuity of pricing and that prices are not changed without appropriate authorisation
- Manage the safety and efficiency of the collection and delivery teams ensuring the correct pricing and rotation of furniture.
- Keep back of house and outside space clean, tidy and in line with health and safety guidelines.
- Constantly monitor buying behaviour, trends, customer profiles and discuss observations and ideas with the Senior Retail Manager
- Ensure excellent standards of customer care including that of those donating goods, showing understanding and sensitively communicating restrictions on the sale of certain items.
- Be a visible presence on the shop floor and backroom demonstrating leadership and leading by example
eCommerce and Donation Point
- Support the eCommerce Administrators to achieve their price points, stock levels and embrace new initiatives.
- Ensure items of higher value are delivered to the eCommerce team.
- Constantly monitor the donation levels and ensure fair distribution to shops.
- Constantly monitor levels, collections and deliveries of furniture ensuring the Furniture Procedures are followed.
- Organise the furniture team to support with the photography, storage and collection of furniture.
- Arrange purchasing of sundries and equipment as required.
- Ensure all health and safety regulations are followed.
Stock Management
- Maintain efficient systems for processing donated goods and stock storage ensuring only the best quality products reach the shop floor.
- Ensure maximum prices are achieved and higher value items are quickly identified and passed to the eCommerce team.
- Ensure all safety legislation regarding the resale of goods is adhered to.
- Maintain effective recycling systems and procedures, manage the appropriate disposal of items which do not or cannot be sold.
- Ensure that all storage areas are kept clear, clean and tidy and in line with health and safety guidelines.
- Ensure all donated goods go through the correct sorting processes before being put out for sale.
- Ensure that items awaiting valuation are kept in the designated holding areas, ensure that such items put aside for valuation are not sold before they are assessed.
- Ensure fair and equal distribution of stock including furniture between shop and the Donation Point.
- Ensure all Gift Aided items are labelled appropriately.
Volunteers
- To contribute to the continued development of a strong, cohesive team of shop volunteers to enable the shops to trade during designated opening hours.
- Take responsibility for daily rotas, work alongside the volunteer teams and actively promote recruitment of new volunteers.
- Respond to enquiries from prospective volunteers promptly and work with the Volunteer and Support Services team to ensure that standard recruitment procedures are followed correctly.
- Ensure that new volunteers receive comprehensive training in all relevant aspects of the retail operation; provide 1:1 or group training to established volunteers as required. Maintain up-to-date and accurate records of mandatory training for every volunteer.
- Ensure that all volunteers adhere to retail policies and procedures; provide guidance and clarification where necessary.
- Encourage team working, mutual respect and consideration.
Financial
- Ensure the till system is used correctly.
- Maintain and set standards for cash handling, banking and security.
- Complete end-of-day cashing-up procedures as necessary, monitor petty cash levels and order as required.
- Complete end of month submissions of daily till reconciliations, petty cash forms and time sheets to accounts department.
- Ensure compliance with the Gift Aid systems.
Communication
- Act as a channel for effective communication between the staff at Blythe House and the volunteer teams.
- Work closely with the Senior Retail Manager, the Fundraising and Marketing teams to ensure correct and consistent messaging to volunteers and the public.
- Ensure relevant information is communicated to all members of the volunteer team in a timely and appropriate manner.
- Promote a positive and fully informed view of Blythe House Hospice to volunteers, donors and customers.
- Monitor stock levels of retail sundries and request purchasing by the Senior Retail Manager.
- Inform the Senior Retail Manager of any issues regarding shop floor layout, use of shop fittings and merchandising tools.
- Inform the Senior Retail Manager of any issues relating to premises, utilities or facilities
- Keep the Senior Retail Manager informed of any issues which require action or attention.
- Co-ordinate planned absence with the Income Generation Manager and Shop Supervisor to ensure both premises are adequately staffed.
Marketing & Promotion
- Work alongside with Marketing and Communications to promote the businesses through social media, local publications, staff newsletters and staff meetings working within the brand guidelines and values of Blythe House Hospice.
- Work alongside the Senior Retail Manager, shop and eCommerce teams to actively and creatively promote the businesses through imaginative merchandising, flash sales and instore events.
Health and Safety
- Complete all weekly and monthly checklists to ensure a safe working environment
- Undertake frequent walkthroughs of both businesses ensuring all members of the team are working to best health and safety practices.
- Report all incidents and accidents through Hospice systems
- Report any concerns to the Senior Retail Manager
Child Protection and Vulnerable People:
It is the responsibility of all staff to:
- Safeguard children and/or vulnerable adults; to access training to ensure they know what constitutes abuse, and what support is available to them, at a level appropriate to their role and responsibilities.
- To report any concerns, without delay, to the identified person within their department/division or area of responsibility as per the relevant policies, keeping clear records, and following up as required to ensure necessary actions have been taken.
Equality and Diversity
All employees have a positive duty to comply with our Equality and Diversity Policy and to ensure that their colleagues are treated with respect and dignity. It is important to both communicate and promote the equal opportunities policy as part of a collective effort on a regular and ongoing basis.
This job description describes the main duties of the post holder and is not exhaustive. It will be reviewed with the post holder as part of the regular performance review and staff development procedure. This job description does not form part of the Contract of Employment.
Pay: £27,000.00-£30,000.00 per year
Benefits:
Experience:
- Retail management: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
