Shop Manager

2 days ago

Godalming, United Kingdom Shooting Star Childrens Hospice Full time

To lead the Assistant Shop Manager and a team of volunteers to maximise sales, deliver excellent customer service and ensure that the shop premises and assets are maintained to a high standard, according to legal requirements and Shooting Star Children’sHospices policies and procedures. The post holder is responsible for the performance of their shop. The post holder will be required to make decisions on the quality, suitability and price of donations before they are placed on sale and on how goods are displayedthroughout the shop and in the window displays. The post holder will work with eCommerce Manager to decide if items would be suitable for selling at a higher price on eBay or through a promotional event. The post holder will have control over rostering ofthe team of staff and volunteers, and delegation of duties and jobs.

**Main duties and key responsibilities**

Customer Service - 15%
- Dealing with customer queries and complaints courteously and effectively
- Informing the Head of Volunteer Development and Retail of any serious incidents or complaints - Ensure that any refunds are processed in line with SSCH refunds policy
- Ensure that the advertised trading hours of the shop are adhered to
- Ensure relevant documents are completed in the event of an incident/accident and reported accordingly

Processing donations - 20%
- Process all donations as soon as possible, prioritising Gift Aid and high value items
- Prepare and clean items appropriately for display
- Oversee the recycling and arranging of collections
- Promote Gift Aid is at all available opportunities
- Ensure that the ongoing need for donations is publicised
- Price and ticket all items according to pricing strategy for the shop and ensure that all pricing and ticketing complies with legislation
- Ensure that stock is properly managed and rotated in accordance with latest guidance
- Identify high value or specialist items that may need to be sold in another capacity

Merchandising, display and promotion of stock, maintenance of high standards throughout the shop - 20%
- Ensure that all merchandise is displayed attractively and that the window display is eye-catching
- Ensure that there are high standards of cleanliness and tidiness in all areas of the shop
- Publicise promotions and special events
- Support and promote Corporate events
- Purchase consumables and stock items in a timely manner

Sales and financial reporting - 15%
- Ensure that daily/weekly financial reports are submitted and that any discrepancies are investigated
- Keep the Head of Volunteer Development and Retail fully informed and updated regarding the performance of the shop and any issues which may impact this
- Ensure that the Assistant Manager and shop volunteer team are kept informed of the shop’s performance
- Ensure that the till procedures are always followed by employees and volunteers
- Ensure that issues affecting trade are monitored and communicated
- Ensure trading standards regulations are complied withEnsure that all financial documentation is correctly completed and up to date and is sent to the finance team in a timely manner, highlighting any issues
- Ensure that purchases from the shop by staff and volunteers are processed according to SSCH policy and that the appropriate records kept
- Ensure that charity donations by cash/cheque/card are processed according to SSCH policy and procedure guide

Line Management - 15%
- Ensure that the Assistant Shop Manager(s) are fully trained in all aspects of their role
- Fully brief Assistant Manager on shop priorities and matters concerning other areas of the charity. Give updates of any information, changes & decisions made at area meetings or by the organisation
- Ensure that the shop is always fully staffed, preparing rotas and managing holidays to ensure maximum productivity - Create a positive working environment in which equality and diversity are wellmanaged and staff can do their best
- Plan and allocate work, monitoring achievement of deadlines, and supporting staff as appropriate
- Manage performance and development, mainly through regular supervision sessions and the Performance development review process
- Recruitment, induction, and ongoing training of staff

Coordination of volunteer team - 15%
- Work with the Volunteer Development team to recruit volunteers
- Ensure that the volunteers are inducted fully trained in all aspects of their role
- Ensure that volunteers are fully briefed on shop priorities and performance
- Roster the volunteer team to ensure maximum productivity
- Create a positive working environment in which equality and diversity are wellmanaged and volunteers can do their best
- Plan, delegate and allocate tasks to the team, offering support for the volunteer team as appropriate

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