Retail Operations

1 month ago

London, United Kingdom HOUSE OF COMMONS-3 Full time

House of Commons

The House of Commons is a unique and exciting place to work right at the heart of the UK's thriving democratic system.

Behind the scenes, the House of Commons Service is made up of more than 3,000 employees who support and facilitate the smooth day to day running of the House. They provide professional services to Members of Parliament, their staff, and the wider parliamentary community.

Staff Benefits

In addition to your salary, we offer an attractive range of benefits including:

  • 30 days' annual leave (increasing to 35 days after first full leave year).
  • Civil Service pension with an average employer contribution of 28.97%.
  • Access to training and development.
  • Flexible working.
  • Interest free season ticket loan and bicycle loan.

Introduction

The House of Commons Retail Team is a dynamic and ambitious team with three gift shops across the Parliamentary Estate, with an online shop and a warehouse based in North Acton.

Retail Services is part of the Customer Experience and Service Delivery team, with a remit of delivering an exceptional omnichannel retail experience for Members and their staff, House staff, visitors to Parliament, and the public. This role is an exciting opportunity to join a creative and ambitious team in a non-traditional retail environment.

The Role

The post holder is responsible for leading and managing the Retail Operations Team to deliver excellent customer service. You will drive sales targets and carry responsibility for adhering to operational policies and procedures, audit compliance, health and safety standards, and stock control. You will also lead on building a strong team atmosphere by involving and supporting others, sharing information and best practice, injecting enthusiasm, and promoting a harmonious and inclusive environment.

The role will involve the direct line management of three Retail Operations Supervisors and oversight of the entire operational team. This will include recruitment, training, and performance management. The role includes duty management shifts (including evenings and weekends) and responsibility for both in-person and digital operations.

Some of the responsibilities for this role include:

  • Actively drive sales and encourage a target-orientated culture that focuses on ATV (average transaction value), profit margin and conversion. Proactively identify and recommend interventions or concepts to the Retail Senior Management team to improve sales performance. Analyse profit, loss and other information to make informed decisions and/or recommendations within the Retail Services Senior Management Team.
  • Analyse retail operations data to make informed decisions and/or make recommendations to the Retail Services Management Team, with the ability to write low-level business cases and report papers.
  • Work together with the Retail Merchandising Manager to set targets and maintain appropriate stock levels in all areas. Ensure security and shrinkage are effectively managed via weekly and bi-annual stock counts and other stock control measures.
  • Proactively lead and oversee the maintenance and improvement of systems and processes to ensure the smooth functioning of the operation, scanning for risks, ensuring mitigating action is taken and tracked on the risk register.

Skills and Experience

To be successful in this role you will demonstrate:

  • Proven experience of financial management and KPI monitoring with the ability to clearly set and communicate sales targets to maximise profit in line with the retail strategy and budgets. Fully competent in retail policies and procedures including stock management, online fulfilment, security, and cash handling processes.
  • Ability to demonstrate commitment to outstanding customer service, with a strong track record of delivering an exceptional retail experience to a diverse customer base. Experience training others in service and sales skills to the highest of standards.
  • Excellent interpersonal skills with the ability to develop strong, positive relationships and build credibility quickly; experience of successfully working with a range of internal and external stakeholders at all levels and managing multiple stakeholder priorities.
  • Experience of leading and developing a diverse team of customer-facing staff to deliver an outstanding retail experience, both face to face and digitally, inspiring, and motivating team members to collectively deliver against KPIs, offering clear, creative and strategic direction as needed, while upholding principles of diversity and inclusion.

Next Steps and Additional Information

  • CV & Supporting Statement - If you would like to apply for this role, please submit your CV and covering letter with a 500 word limit.

More information on the role and the full criteria can be found in the Job Description.

Please note that most job offers will be made at the minimum of the salary range, other than in exceptional circumstances.

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