Retail Assistant Manager

Purpose of Job:

To support and assist the shop manager with the day to day management of the shop including:

• Meeting or exceeding sales targets
• Supervising a team of staff and volunteers
• Providing the highest quality of service to represent Thames Hospice on the high street

Main Tasks:

Sales & Profits

• To support the achievement of sales targets and maximise profit through effective use of commercial reports to manage shop performance
• Assist in the timely and accurate completion of weekly paperwork
• Follow agreed cash handling procedures
• Take responsibility for daily banking
• To support the management of stocktakes of new goods as required
• To promote Gift Aid, including training of all staff and volunteers and ensure all administration procedures are followed in line with HMRC regulations

Customer Service

• Create a welcoming, happy and professional atmosphere for customers and the shop team
• Provide excellent customer service at all times
• Maintain high standards of visual merchandising, window displays and housekeeping
• To proactively promote Thames Hospice in the community

Team Building and Leadership

• To support the shop manager to motivate the shop team to deliver targets and excellent customer service
• To supervise the team of staff and volunteers including arranging appropriate staffing levels, assisting with staff recruitment, induction, supervision via one to one meetings, development, appraisals and regular team meetings
• To recruit, train and support volunteers ensuring they have sufficient training and development opportunities to maximise their potential

Organise and Manage

• To support the shop manager to manage the team of staff and volunteers in the day to day running of the shop
• Operate the agreed stock rotation system , regularly updating stock
• Operate the agreed pricing structure to maximise profits from the sale of donated goods
• Ensure high value donated stock items, or speciality items are identified & recorded, and when appropriate, are transferred to the relevant Thames Hospice shop or team
• To support the management of an efficient back room operation including storage of stock and re-cycling of waste
• To support the management and stock control of bought in goods
• To assist with monitoring the overall maintenance of the shop, reporting any issues appropriately

Planning

• To support the planning for the management the day to day operation of the shop including;
• Planning and managing deliveries and collections, assisting drivers as required
• Managing stock levels and effective stock processing
• To support managing and maintaining the staff and volunteer rotas to ensure adequate cover is provided during trading hours, planning for days off, leave and possible sickness

Legal / Security

• Ensure Health and Safety, and Trading Standards regulations are adhered to, to take responsibility for personal health and safety whilst on and off-site
• To ensure all staff and volunteers are trained in fire / evacuation procedures
• To ensure data protection legislation is complied with, particular in Gift Aid and staff records
• Follow Thames Hospice procedures when handling money and goods and ensure adequate security of the shop, its personnel, money and goods
• To report all accidents and incidents promptly, using the designated form
• To act as accountable key holder for the shop and maintain effective security measures in relation to the banking of takings, security of stock and the shop premises

Working with others

• Be flexible, and be willing to work additional hours, when required
• To undertake such other tasks as may be reasonably required from time to time e.g. roll out of new initiatives or projects
• To be flexible and work in neighbouring shops should the need arise
• Travel to retail meetings and training sessions as required
• Engage & support activities of the wider organisation e.g. fundraising, marketing, and volunteering
• To maintain excellent knowledge of Thames Hospice in order that customers, staff and volunteer queries can be answered correctly
• Positively promote the work of the organisation building & developing positive internal and external relationships

General

• Some manual handling – lifting, carrying and sorting stock
• Use of steaming machine to steam clothes
• Proportion of day spent working on a computer, inputting information
• Occasionally dealing with difficult / challenging customers
• Ability to access storage space accessed by stairs

Working Pattern

Your normal working pattern will change each week, subject to the needs of the business and the levels of staff and volunteers available to work, and will involve a regular element of weekend working.

Our Values

Our values are the essence of our culture and inspire our behaviour.

They are:

Compassion – we treat everyone with kindness and compassion, providing a secure and caring environment.

Ambition – our desire and determination to succeed in meeting the growing needs of our local community.

Respect – we believe in treating everyone with dignity and respect.

Excellence – we are committed to delivering and demonstrating excellence in everything we do.

Thames Hospice is committed to being an equal opportunities organisation. It is committed to promoting equal opportunities and preventing discrimination. This policy applies to both its service delivery and to its own employment practices. You will be willing and able to demonstrate commitment to Thames Hospice Equal Opportunities Policy.

Person Specification

Please note that all criteria is essential unless otherwise stated

Specialist Knowledge and Experience

• Recent retail experience in a supervisory role, including sales targets (essential)
• Experience of working in a fashion environment with brand knowledge (essential)
• Experience of supervising staff, including recruitment, setting objectives, developing staff and managing performance (essential)
• Experience of cash handling (essential)
• Knowledge of Health and Safety obligations (essential)
• Experience of recruiting and managing volunteers (desirable)
• Experience of working for a charity (desirable)
• Willingness and ability to demonstrate commitment to Thames Hospice values (essential)

Results Driven

An ability to get results and willingly tackle demanding tasks. Sets and exceeds challenging personal targets.

Customer Focus

Experience of delivering excellent customer service.

Organisation

Ability to organise time effectively, creating work schedules, prioritising workload and meeting deadlines.

Using Initiative

Experience of taking responsibility for own actions and make decisions without referring to others.

Resilience

Ability to remain calm and self-controlled under pressure.

Communication

Experience of communicating effectively, both verbally and in writing, adapting style to suit the audience.

Team Working

Ability to lead and develop professional, effective and supportive relationships with colleagues.

Flexibility

Ability to react positively to change and take others with you.

IT Skills

Ability to use and work with IT systems e.g. Stock IT system including word, excel and email.

Special Conditions

Current driving licence with insurance cover for “Business Use” (desirable)

Appointment is subject to Enhanced Disclosure and Barring Service check