Job Description

Job Title                                                Charity Shop Manager

Hours of work:                                     40 hours per week

                                                               Monday-Saturday

Location of Job:                                  Assisi Animal Sanctuary Charity Shop,

                                                               Newtownards Road, Belfast

Salary:                                                 Pay Band 2  £27,643.20 per annum

Line Management:                              Reporting to the Income Generation Manager

Purpose of the role:

To deliver sales/profit targets through the effective management and motivation of the shop team including volunteers. Exceed customer expectations by providing the highest quality service.  Adhere to the Assisi Animal Sanctuary mission and core values of the charity.

Key Responsibilities:

• To promote and communicate Assisi Animal Sanctuary’s aims, mission, policies and work clearly and effectively.
• To ensure that all sales targets, KPI’s and results are communicated and that all staff are aware of, understand and are working to meet/exceed the agreed targets and KPI’s
• Ensures maximum stock availability through effective control of collections – generating and sourcing high quality stock, monitoring stock flow into the shop and managing the delivery schedule for the collectors.
• Achieves the optimum price point for all stock items and promotional merchandise for seasoned and windowed themes. Continually reviews the rotation, quality and replenishment of stock in order to maximise sales.
• To ensure that all requests for collection and delivery are approached with care, efficiency and co-operation.
• Provides direction and support to shop staff to actively promote Gift Aid in order to maximise contributions from donations. Identifies local market and business development opportunities for performance improvement .
• Presents and maintains the highest standards of shop merchandising and visual layout.
• Proactively recruits for volunteers, effectively plans volunteer cover and trains in areas related to business needs to realise their full sales potential and contribution to the shop performance.
• Provides regular performance feedback, conducts formal performance reviews, trains and develops shop staff in customer service standards, operating standards and retailing skills.
• Prepares and completes all shop administration inclusive of cash handling and banking functions to the highest standard, accurately and on time, always adhering to Company Policies and Procedures.
• Prepares and completes all shop administration inclusive of cash handling and banking functions to the highest standard, accurately and on time, always adhering to Company Policies and Procedures.
• Ensures all Security, Health and Safety policies and procedures are adhered to in order to provide a safe and secure shop environment for staff, customers and company assets. Provides regular and relevant training for staff in Health and Safety, maintains legal compliance at all times.
• Plans and organises daily work load throughout the shop in a way that ensures efficient customer service and a profitable operation.
• Ensures all company policies, shop standards and operating procedures are communicated effectively to shop staff and maintained and followed through in a consistent manner.
• Actively participates in two way communication sharing and exchanging relevant and appropriate information with shop colleagues, volunteers and the SMT .
• To ensure compliance with policies and procedures around safeguarding and data protection (GDPR)

Collaborative working

• Work closely with the SMT, shop managers and external suppliers to learn and share knowledge
• Maintain confidentiality in relation to all customer information during employment with the organisation and in any subsequent employment.
• Always present and portray a positive and professional image which promotes Assisi’s vision, aims, values and objectives.
• Adhere to all Health & Safety responsibilities and procedures to minimise risk in line with the organisations Health & Safety Policies and full risk assessments carried out as necessary.
• Actively promote diversity and equality of opportunity within area of remit and across the organisation.
• Undertake any other special projects or duties, which may from time to time be requested and which are commensurate with the duties and responsibilities of the post.

Person specification

• Exceptional people skills – ability to make the store a place that people want to visit
• Excellent communication and interpersonal skills
• Ability to use initiative and take responsibility, prioritise work accordingly through excellent time management, planning and organising skills
• Excellent customer service with a confident and professional manner
• Excellent numeracy and marketing & fundraising skills 
• Ability to cultivate a positive and supportive atmosphere
• Strong attention to detail and a high level of accuracy.
• Ability to organise own workload, adapt to changing demands in a busy environment
• Awareness of relevant commercial and employment legislation.
• Interest in Animal Welfare
• Enthusiastic, self-motivated and committed to working to a high standard.
• Passionate and committed to the aims and charitable objectives of Assisi Animal Sanctuary.
• Flexible and adaptable approach to work and ability to remain calm and work under pressure.

Essential Criteria

• At least two years’ experience of managing a charity retail store
• Experience of working in a customer service environment and delivering a high level of excellent customer service
• Experience of line managing staff and volunteers
• Experience of managing/working with a diverse team of people
• Proficient in the use of Microsoft Office products with experience including Excel, Word and Outlook
• Experience of managing budgets and accounts
• Experience of cash handling and financial management procedures

Desireable Criteria

• Current, full driving licence
• Knowledge of gift aid legislation