Interviewing for Interpersonal Skills

Emmaus Greenwich

Job Description

Job Title: / Retail Support & Controls Manager
Two-Year Fixed Term Contract
Reports To: / Community Manager
Location(s): / London

Job Purpose

To supervise controls, processes and general coordination of retail operations, thus maximising operational effectiveness, and to grow the retail operations by providing excellent customer service at the Community retail store in Plumstead and at other retail locations as required.

To facilitate team building, training, development, and support of Companions and volunteers, thereby empowering and enabling them to achieve as individuals and as a team.

To provide occasional coverage of business operations at any site and as driver of delivery vans

Duties and Responsibilities

General Responsibilities

·  Contribute to the growth of revenue and maximisation of profit from shop operations and other business activities

·  Coordinate and supervise Companions, staff and volunteers to ensure processes and controls are strictly adhered to at all times

·  Foster an environment of high quality customer service

·  Ensure operations comply with the law and are administered effectively at all times

·  Train, develop and support the development of Companions and volunteers to empower and enable them to assume roles of responsibility, supervision and management in business activities

·  Develop and foster a team environment based on respect and mutual support to achieve the team goals; lead and teach team work by example

·  Support the development of all Companions in consultation with other Community staff

·  Engage in positive public relations to further Emmaus’ activities within Greenwich

Specific Responsibilities

·  In conjunction with other Community staff, plan and support implementation of strategies for:

o  Advertising and promotional activities

o  Shop merchandising, layout and customer traffic flow so as to maximise sales, customer satisfaction, appearance, image and ergonomics for customers

o  Realising highest profit for donated items through the various business activities

·  Supervise and/or perform the following activities so as to ensure effective and profitable operations with safety as the uppermost priority at all times:

o  Receive, sort, store, price, display, or dispose of donated items

o  Selling and customer service practices

o  Staffing of till counter and retail floor

o  Cash and payment systems, and cost management in accordance with organisational procedures and policies

o  Banking activities and Petty cash management

o  Monitor day to day housekeeping and ensure cleanliness of the shop

o  Upkeep of all equipment, fixtures and fabric of premises

o  Champion for health and safety

o  Security, and emergency systems, capabilities and staff and customer awareness

o  Compliance with retail and trading standards, ISO9001, OHSAS18001, etc.

·  Liaise with Logistics to coordinate collection and deliveries, supply/removal of donated items, meetings,

·  Seek and continuously develop knowledge and information about competitor activity, pricing and tactics, and communicate this to relevant shop teams and staff

·  Plan and report on sales, costs and shop performance, according to organisation requirements

·  Supervise and motivate staff, volunteers, and Companions; recruit, train and develop according to organisational policies and employment laws, and ensure relevant HR procedures are followed

·  Attend meetings and contribute as required

·  As needed, drive delivery vans to collect and deliver furniture and domestic goods. Lift and carry furniture and domestic goods to and from vehicles

·  As needed, do all or any of the duties identified herein at other Emmaus Greenwich sites

·  Any other duties as required by the Community Manager and senior staff, including additional duties and responsibilities to cover for holidays and absences at all the Emmaus Greenwich sites

Working Conditions

Emmaus Greenwich runs its business operations six days a week, Monday to Saturday and provides 24 hour, 7 day/week support to the Community. Days and hours of work will be agreed with the line manager as is appropriate with your role and responsibilities.

Emmaus works with vulnerable people. Staff and volunteers must observe the proper demarcation and professional boundaries while performing their role. All roles within Emmaus Greenwich are subject to enhanced CRB checks.

Staff must always act in a way which will maintain the good reputation of Emmaus Greenwich, upholding the policies and procedures of Emmaus and striving to preserve good working relationships with Staff, Volunteers, Companions and the Trustees. Staff are obliged to keep appropriate and key personnel well informed of significant matters relating to the Community.

All staff must develop and maintain a positive and involved relationship with the Emmaus movement at local, regional, national and international levels.

In Emmaus volunteers are an important resource and make a vital contribution to Emmaus’ aim to take action to help disadvantaged people. Emmaus therefore encourages, develops and supports volunteer involvement in its work.

Work is conducted in an environmentally aware manner with the aim of ensuring all resources are utilised effectively and efficiently. Sound “value for money” principles are necessary in undertaking purchasing or supply of goods and services.

Physical Requirements

It is essential for you to be able to drive to carry out your role. If you lose your licence and are unable to fulfil your responsibilities to our satisfaction, your employment may be terminated without notice.

This position requires the ability to assist in moving donated furniture and carrying bags of donations up and down stairs.

Direct Reports

This position has no direct reports. It is a supervisory and coordinator position of Companions and volunteers.

Person Specification
Job Title: Retail Support Coordinator
Essential / Desirable
Experience
·  Team building, coaching, supervision
·  Training and development of others
·  Customer service
·  Experience volunteering
·  EPOS / ·  Retail management
·  Recycling or second-hand retail experience
·  Stock and cash management
·  Supervising volunteers
·  Working with vulnerable people or people with challenging behaviour
·  Training & Development
·  ISO9001 & OHSAS18001
Knowledge and Commitment
·  Demonstration of a belief in, and the ability to adopt and work within, the Emmaus principles
·  Understanding of the retail environment
·  Understanding of good Customer Service / ·  Retail and trading law
·  Health & Safety: fire safety, manual handling, first aid, security
·  Homelessness issues
Education / Professional Certification
·  5 GCSE’s at a grade C or above
·  Course work in:
o  Team building / ·  Qualified Coach / Mentor
·  Conflict Management
·  Customer Care; Dealing with Difficult Customers
·  Health and Safety
·  Certified First Aider
·  Qualified Trainer
·  Relevant NVQ Level 2
Skills
·  Effective verbal communication
·  Effective listening
·  Ability to stay calm and cope under pressure
·  Ability to delegate
·  Effective administration, organization and time management
·  Basic accounting or bookkeeping
·  Proficient use of email and Internet, Microsoft Word and Excel
·  Driver’s Licence
·  Ability to drive Luton delivery truck / ·  Public speaking or engagements
Personal Characteristics
·  A belief in the potential of each individual and an understanding of the importance of community in helping an individual to achieve their potential
·  Non-judgemental
·  Effective team member, with the ability to lead, work and delegate
·  Ability to engage others support
·  Methodical with a great eye for detail
·  Enthusiastic
·  Commitment to environmental sustainability and social development
·  Commitment to demonstrate the values of Emmaus Greenwich: compassion, respect, value each individual, integrity, work to the best of our abilities, and solidarity
·  Able to welcome people with no prejudice
·  Self motivated

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