Assistant Retail Manager

Job Description

Post Title: Assistant Retail Manager

Department: Retail (Charity Shop)

Location: Hamoaze House Charity Shop, Mount Wise, Plymouth

Reports to: Retail Manager

Hours: 15 hours per week (flexible across 3–4 days, including some Saturdays)

Salary: £12.75 per hour

Contract Type: Permanent

1. Job Purpose

To assist the Retail Manager in the effective and professional operation of the Hamoaze House Charity Shop, ensuring high standards of retail practice, volunteer management, and customer service.

The postholder will help drive income generation, stock management, and community engagement to support the charity's wider aims and the ongoing modernisation of its retail arm.

2. Key Duties and Responsibilities

2.1 Shop Operations

Assist with the daily running of the charity shop, including opening and closing, cashing up, and security.

Act as key holder, including responsibility for locking/unlocking the premises and setting/deactivating the shop alarm as required.

Provide occasional holiday and sickness cover for the Retail Manager, ensuring smooth and secure day-to-day operations.

Operate the till and card payment systems, maintaining accurate cash handling and reconciliation.

Maintain stock rotation, pricing, and merchandising in accordance with organisational procedures.

Ensure high standards of cleanliness, safety, and presentation within the shop and storage areas.

Support the implementation of new till and CCTV systems and other retail modernisation measures.

2.2 Sales and Customer Service

Provide a welcoming and professional environment for all customers, donors, and visitors.

Promote sales and contribute to achieving agreed weekly and monthly income targets.

Support the development and management of online selling platforms (e.g. eBay, Vinted) and associated customer service.

Deal courteously with customer queries, returns, or complaints in line with policy.

Promote the charity's activities and community ethos through positive customer engagement.

2.3 Volunteer Supervision and Support

Work alongside and supervise volunteers, ensuring they feel valued and understand their tasks.

Provide informal supervision, on-the-job training, and constructive feedback to volunteers.

Escalate any concerns about volunteer conduct, wellbeing, or safeguarding to the Retail Manager.

2.4 Administration and Compliance

Maintain accurate records of daily takings, donation logs, and petty cash.

Support stock audits and monthly reporting to the Retail Manager.

Ensure compliance with all relevant policies, including Health & Safety, Fire Safety, Data Protection, Safeguarding, and Equality & Diversity.

Report maintenance or safety issues promptly.

2.5 Development and Promotion

Contribute to visual merchandising, seasonal promotions, and shop displays.

Assist with the development of online retail and social media presence.

Support fundraising initiatives and events linked to the retail arm.

Contribute ideas for improving efficiency, income, and volunteer experience.

3. Relationships and Communication

Internal: Retail Manager, volunteers, administrative staff, finance officer.

External: Donors, customers, suppliers, community partners, and the general public.

4. Decision Making and Authority

Authorised to carry out day-to-day shop duties and make operational decisions in the absence of the Retail Manager within agreed boundaries.

Responsible for cashing-up accuracy and secure storage of takings until handover.

Responsible for shop security, including key-holding and alarm procedures when on duty.

Escalates significant operational, staffing, or customer issues to the Retail Manager.

5. Values and Behaviours

All staff are expected to uphold the values of Hamoaze House:

Respect and dignity for all people

Inclusivity and fairness

Integrity and accountability

Commitment to recovery and community wellbeing

Person Specification

6.1 Qualifications

Essential:

• GCSE (or equivalent) English and Maths
• NVQ Level 2 (or above) in Retail, Customer Service, or equivalent experience
• Full UK driving licence and access to a car for occasional stock collection or errands

Desirable:

• First Aid, Health & Safety, or Fire Marshal training
• Certificate or training in Volunteer Management or Supervision

6.2 Experience

Essential:

• Minimum 1 year's experience in a retail or customer service environment
• Experience in cash handling and till reconciliation
• Experience supervising or managing volunteers

Desirable:

• Experience in charity or community-based retail
• Experience supporting the introduction of new systems or processes
• Experience using social media or e-commerce platforms for promotion or sales

6.3 Knowledge and Skills

Essential:

• Understanding of customer service principles and sales techniques
• Awareness of retail health and safety standards
• Ability to handle money and maintain accurate records
• Good IT literacy (till use, MS Office, email)
• Ability to manage time and prioritise workload effectively
• Basic knowledge of merchandising and visual presentation

Desirable:

• Knowledge of Gift Aid, stock systems, or charity retail regulation

6.4 Personal Qualities and Behaviours

Essential:

• Friendly, approachable, and professional manner
• Reliable, punctual, and flexible in approach to work
• Committed to Hamoaze House's values and community ethos
• Calm and resilient under pressure
• Able to motivate and support others, including volunteers
• Positive attitude to change and continuous improvement

Desirable:

• Local knowledge of Devonport and surrounding area

6.5 Other Requirements

Essential:

• Ability to work occasional weekends or evenings by arrangement
• Willingness to undertake relevant training and development
• Commitment to equality, diversity, and inclusion

7. Additional Information

• The postholder may be required to work occasional additional hours for stock intakes, events, or to provide holiday cover.
• Duties may change to meet the evolving needs of the organisation following consultation.
• This Job Description and Person Specification form part of the postholder's employment terms and will be reviewed annually.

Job Type: Part-time

Pay: £12.75 per hour

Expected hours: 15 per week

Benefits:

• Casual dress
• Company pension
• Discounted or free food
• Sick pay

Work Location: In person