St Barnabas Hospice Trust

St Barnabas Hospice Trust Job Description

1. Job Details

Job Title: Senior Retail Shop Manager

Current Grade: B4

Reports to (Title): Retail Manager and Retail Area Supervisor

Department / Ward: St Barnabas Shops Ltd

Location / Site: A St Barnabas Retail Shop

2. Job Purpose

The Retail Shop Manager will have a range of responsibilities in the management of the retail shop. They will develop, implement, monitor, review and manage the retail shop within a strategy that maximises the retail net profit by driving sales and the control of costs. To build motivated and performance-driven shop team through effective leadership and the line management of Shop staff and volunteers. To effectively communicate and implement new retail initiatives. To achieve a set sales target for both stock sales and Gift Aid sign up and sales. To ensure the effective sorting, storage, merchandising and display of stock items. To complete sales analysis, effectively space-manage the shops merchandise. To link into trends and fashions to enhance the customer experience and provide an excellent level of customer service to all customers and donors.

Additional responsibilities of the role include in assisting in the recruitment of Shop staff. To be responsible for training and mentoring new Shop and Deputy Shop Managers. To assist in performance management, action planning and personal development of staff. To assist the Retail Manager and Area Retail Supervisor in implementing remedial action to assist in increasing the profitability of the shops.

To recruit, train monitor, motivate and manage all the shop volunteers. To assist in the recruitment of the shops key staff and subsequently train, monitor, motivate, manage and review their progress and work.

Alongside the other key retail staff, to have a responsibility to implement the Shop’s and Trust’s strategy and objectives and to ensure they are effectively implemented and communicated to staff teams and volunteers. To ensure the Shop maximises all opportunities to reflect and promote the St Barnabas Trust objectives to ensure the added benefit of raising awareness and the increase of non-retail income.

1 3. Organisation Chart Chief Executive

Head of Trading

Retail Manager Warehouse Manager Lottery Manager

Retail Area Supervisor Senior Driver Admin & Supervisors

New Goods Buyer & Admin Sorter Supervisor Collectors

Retail Administrator Stock & Logistics Administrator

Senior Shop Manager I Shop Managers/Deputies/On-Line Drivers/PAT Tester

Shop Assts/Apprentices Sorters

Shop Placements/Volunteers Unit Placements/Volunteers

4. Duties

1. To be ultimately responsible for the management of the shop ensuring the organisation’s policies, procedures and safeguards are adhered to at all times.

2, To be active in the local community and be responsible for the effective recruitment, induction, management and development of volunteers in the shop, ensuring the team are feel valued, motivated, happy and supported and are united in a common goal to raise as much money as possible for the trust

3. To achieve the shops income and Gift Aid targets by maximising sales through every opportunity to ensure increased profitability for the shop.

4. To ensure a high professional standard of display, visual merchandising and shop floor management at all times.

5. To generate and manage donated stock from the local community and from internal supply. To ensure stock is received and sorted and priced in accordance with the Pricing policy with particular reference to designers, brands and in relation to local area demand.

6. To be aware of trends and current fashions and ensure the shop provides an enhanced customer experience.

2 7. To lead and motivate the whole shop team to provide excellent standards of customer service and be responsible for resolving shop based complaints

8. To create and lead with shop based events to bring energy to the shop, drive sales and encourage a new customer base and engage the local community with the shop.

9. Using the stock management systems and EPOS to analyse shops sales to assist in correct merchandising and space management.

10. To travel to and attend meetings and training courses/events when required

11. To be responsible for ensuring the shop building and shop equipment are appropriately maintained at all times, reporting any issues to the maintenance department. If required contact local identified contractors to complete required specialist maintenance.

12. To be responsible for the shop staff and volunteers Health and Safety and their adherence to the Shops Manual and Health and Safety Manual, guidelines, policies and procedures. To be responsible for the shop based completion of all Health/Safety and Fire checks as per legal and company requirement.

13. Using initiative to develop creative solutions to day to day issues

14. To have open discussions, with the shop team and all retail and Trust colleagues, which are clear respectful and honest in order to resolve issues which may be impeding the day to day running of the shop and may be impeding the success of the shop. Actively ensure that a culture of trust is built and maintained through openness to constructive criticism.

15. To be responsible for carrying out required, security procedures, cash handling and banking functions completing all documentation as required. To complete al required documentation, new goods stock reports, and return as and when required to the Unit.

16. Carry out the effective communication of stock and shop needs to other retail colleagues and mutually solve problem areas moving forward.

17. Promote and engage in effective communications between management, staff and volunteers within the areas of the Trust’s retail network to encourage positive teamwork and to enable the Trust to gain added value through the retail activity.

18. To have a requirement and responsibility for abiding and working to and ensuring those under your responsibility, work to and abide to the St Barnabas Shops “Charter of Standards”.

19. To be responsible for maintaining a rota of staff and volunteer helpers and to include adjustments necessary to cover absence due to holiday and absence.

20. To be the main shop key-holder and be the main responsible person for the security of the premises.

3 21. To be responsible for and ensuring the shop procedures and sales adhere to the Trading Standards legislation.

22. In times of operational need, to travel to and support or manage other shops and to assist in the training of key staff members.

23. To use the on-line facilities to aid accurate pricing for donated stock items. Be aware of the option to pass on goods to other shops which have specific stock requirements and to always utilise the option for selling the item on the companies eBay and other on line selling site to enable the maximising of profit.

24. To assist in the recruitment of Shops staff. To carry out extensive training of new employees to a high standard and in respect to the requirements of their job role.

25. To mentor and motivate new employees both in your own shop and in their place of work to pass on ideas for creating excellent customer service levels and how to create an enhanced customer experience.

26. To work with the Area Manager and Retail Manager in assisting with performance management, action planning and personal development of staff.

27. To assist the Retail Manager and Area Retail Supervisor in implementing remedial action to assist in increasing the profitability of the shops.

28. To undertake any other duties as required commensurate with the post

5. Physical and Mental Skills

 Manual dexterity and spatial awareness skills used in the sorting, evaluation and display of retail goods.  Organisational skills used in connection with managing and undertaking a variety of tasks within a retail environment.  IT skills, including the use of bar-code stock control systems, EPOS and credit card machines.  Supervision, motivation, coaching and mentoring skills, including carrying out on-the-job training and the orientation of newly appointed staff and volunteers. To include the implementation of staff performance management programmes.  Possessing business acumen and the ability to inspire the same in others.  Concentration required when carrying out a multitude of tasks.

6. Responsibilities of the Post Holder

 To manage the shop to reach the sales and gift aid targets..

4  To be responsible for the shop staff and volunteers Health and Safety and their adherence to the Shops Manual and Health and Safety Manual, guidelines, policies and procedures.  Responsible for the effective recruitment, induction, management and development of volunteers in the shop, ensuring the team are feel valued, motivated, happy and supported.  To be responsible for effective, creative, fashionable and on trend merchandising and display throughout the shop  Responsible for the completion and return of all shops based documentation to include financial, sales, Health and Safety and stock related reports.  Responsible for creating shop based events, innovation to increase customer base and local community engagement and responding to adverse sales by implementing effective remedial action.  Responsible for training, mentoring and motivating new employees.  To assist in the performance management of shops personnel  To assist line managers with remedial actions for poor performing shops  In conjunction with Retail colleagues, liaising with and working alongside the Fundraising, Lottery Departments and clinical colleagues, to achieve the Trusts strategy and objective of collective working to enhance the added value to the Trust.

7. Freedom to Act

 Works to effectively manage areas of responsibility and objectives as agreed with the Retail Area Supervisor and is given the freedom to determine what is required to achieve them.  Usually acts without reference to a manager.  Organises and prioritises own work load on a day to day basis in order to meet the needs of the business.

8. Physical, Mental and Emotional Effort Required

 A mix of light to moderate physical effort required - Sitting, standing, walking, together with a frequent requirement for lifting and other forms of manual handling.  Concentration required for all computer/till based work and communicating with staff.  Involvement with shops personnel, training, mentoring and performance related issues.  Required to deal with conflicting priorities, change implementation and timescales.  Regular contact with the bereaved especially in a retail capacity  Interaction and contact with customers/donors and public through general retail work and in dealing with complaints and disputes.

5 9. Outline of Working Conditions

A mixture of management and administrative duties, including some computer-based work, planning, leading and motivating key individuals and teams of staff and volunteers.

Accountable for the cash and stock handling security and safety within the shop premises.

Occasionally required to travel to shop sites and Trust sites distributed throughout the county of Lincolnshire.

10. Additional Duties

All employees of the St Barnabas Hospice Trust (Lincolnshire), St Barnabas Promotions Ltd and St Barnabas Shops Ltd, all hereafter referred to as employees of “the Trust”, are expected to comply with the general duties detailed below:  Infection Control and Prevention All employees of the Trust are required to:  Maintain a clean and safe environment, minimise risks of infection, report infection control issues of concern to their line manager and attend mandatory infection prevention training.  Work in accordance with their local infection control procedures and in adherence to the Code of Practice for the Prevention and Control of Healthcare Associated Infection as outlined in the ‘Health and Social Care Act 2008’.

 Safeguarding Children, Young People and Vulnerable Adults The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. All staff and volunteers are therefore expected to behave in such a way that supports this commitment. For further details please refer to the 'Safeguarding Vulnerable Adults Policy and Procedure' and to the 'Safeguarding Children Procedure'. Should you have any concerns about any child or vulnerable adult that you encounter in the course of your St Barnabas duties, please report these to your line manager and / or to the Family and Carers Support Services team.

 Health & Safety All employees of the Trust are required to:  Take reasonable care to prevent injury to themselves or others who may be affected by their acts or omissions.  Co-operate fully in discharging the Trust’s policies and procedures with regard to Health & Safety matters.  Immediately report to their manager any shortcomings in Health & Safety procedures and practice.  Report any accidents or dangerous incidents to their immediate manager and safety representative as early as possible and to complete and submit the relevant accident / 6 incident form.  Use appropriate protective clothing and equipment when required. Whilst the aim of the Trust is to promote a co-operative and constructive view of Health & Safety, all staff must be aware that a wilful or irresponsible disregard for safety matters may give rise to disciplinary proceedings.

 General Policies, Procedures and Practices All employees of the Trust are expected to comply with all Trust policies, procedures and practices and are responsible for keeping up-to-date with any changes to these.

 Duty of Candour

All employees of the Trust are required to:  Be honest, open and truthful in all their dealings with patients and the public, and ensure that organisational and personal interests are never allowed to outweigh the duty to be open, honest and truthful

This supplement to your job description should be regarded as an additional guide to the duties you are required to perform and is not intended to be definitive or restrictive in any way and does not form part of the contract of employment.

7 St Barnabas Hospice Trust Person Specification Post of: Senior Retail Shop Manager

Job Related Criteria Essential How Desirable How Identified Identified

Qualifications GCSEs at grade C or above in at least Application / NVQ2 Customer Service Other NVQs Application / (Academic, Professional English and Maths or equivalent standard Certificates or equivalent in a retail/training or Certificates & Vocational) of education or vocational qualification. customer led area or a qualification in a fashion based area. Previous Experience At least two years in retail management Application / Experience of retail sales / customer Application / (Nature & Level) in a fashion or associated sales area Interview service and handling complaints. Interview Display and merchandising experience Experience of EPOS, tills, barcode Recruitment and training experience readers and credit card machines. Experience of working to sales targets Experience of leading and motivating sales teams and providing excellent levels of customer service. Evidence of Particular: Excellent team leadership skills • Ability to Application / Knowledge of operating accounts Application / - Knowledge drive sales and control costs Interview / systems, automated cash registers, bar- Interview / A passion for retail and fashion Test code readers. . Test - Skills Excellent communication skills Exceptional people skills, with an ability to - Aptitudes Excellent time management skills attract and get the best out of a diverse Knowledge of H&S and Trading Standards team of volunteers legislation Ability to analyse and implement remedial A focus on customer expectations/service actions Ability to prioritise and organise A desire to achieve and succeed Able to develop, train and support Specific Requirements Access to independent or public transport 8 for occasional travel to distributed shop sites and meetings etc