Charity shop deputy manager

Volunteer role description

• Location Newcastle Emlyn Charity Shop – Skanda Vale Hospice Emporium
• Time offering 3 days per week (24 hrs). Ideally, we would like you to commit to volunteering with us for a period of 12 months or longer.
• This role is supported by: Volunteer Charity Shop Manager
• This role provides leadership to: The Retail Assistant Team.
• Expenses: We cover volunteer expenses and personal articles required for the role, and host fun team days.

We have now been successfully running the hospice charity shop in Newcastle Emlyn for the past 3 years with a significant increase in the yearly turnover. The shop has become a community hub, and a large part of the day is spent talking and listening to the customers.

The shop prides itself not just in terms of how much it can raise for our hospice service, but also as an ambassador for the values and ethos of the hospice within our local community. We create a warm, inspirational and inviting environment, giving the customer a positive experience and a beautiful impression of both the shop and the hospice. Even tourists make the charity shop a must-see place when passing by, and many come back each year, making their familiar faces part of the seasonal change.

It is also important to have a good understanding of the hospice and the services that it provides, as the shop is often the first port of call for those seeking help for a friend or a loved one with a life-limiting illness or for themselves. The care we provide to both our staff and customers mirrors the ethos of the hospice.

What will this role involve day-to-day?

We are looking to recruit a Volunteer Deputy Charity Shop Manager/Supervisor who will be able to work closely with, assist and support the Volunteer Charity Shop Manager as well as take on responsibility in their absence.

Specific tasks & responsibilities

• Deliver a positive service in the local community and contribute to funding the vital work of the hospice.
• Maintain a high standard of service on the shop floor and support the volunteers to provide excellent customer service.
• Assist with stock control and pricing.
• Create new and interesting displays for the windows and shop floor.
• Develop and maintain good relations with the general public and promote the hospice within the local community.
• Manage a team of volunteers.
• Ensure that the shop is clean and tidy at all times.
• Keep the stock areas clean and tidy by promoting safe working practices.
• Ensure that the merchandise is clearly ticketed, priced and sized.
• Control all shop expenses within the budget.
• Rotate stock so that no garment remains on the rails for longer than the specified rotation period.
• Open and close the shop on allotted days.
• Provide role-specific training of volunteers to ensure they are able to perform tasks efficiently and effectively (in conjunction with the manager).
• Provide periodic timetabled support for all shop volunteers (in conjunction with the manager).
• Reconcile the day’s takings, keeping a clear and accurate record and passing them on for banking.
• Be willing to cover shifts when there is a staff shortage.
• Ensure that tasks are properly delegated to volunteers within their capabilities.
• Promote a happy working environment to increase efficiency and job satisfaction.
• Encourage volunteers to develop their skills and responsibilities.
• Organise all collections of rags, books and general bric-a-brac.
• Actively promote gift aid to customers and recruit customers to be gift aid donors.
• Complete all administration as required on the shop till.
• Ensure that the correct gift aid tag is on the correct donations.
• Operate gift aid systems to support the charity’s responsibilities to the HMRC.
• Have responsibility for shop security, including alarm and CCTV system.
• Work closely with the online retail manager regarding stock.
• Assist in other duties as and when needed.

Health and safety

• Provide a safe working environment that protects all team members and the public.
• Comply with all health and safety regulations as per Skanda Vale Hospice procedures.
• Ensure all the team comply with the fire evacuation procedure.
• Ensure all the team comply with the Skanda Vale Hospice Moving and Handling Policy.
• Report any maintenance or health and safety issues within the shop to the Volunteer Shop Manager.
• All members of the Hospice charity shop team are required to attend mandatory and role-specific training and support.

Personal qualities & skills

We’re looking for the following experience, qualifications, skills and abilities:

Experience

• Previous experience in retail, ideally at a supervisory level.
• Sound customer service.

Knowledge

• Knowledge of retail, including stock display and promotion, and ideally a background at a supervisory level.
• Good knowledge of customer service orientation.
• Understanding of the role and contribution of volunteers.
• Understanding of administration within a retail environment.

Skills and abilities

• Good planning and organisation skills and the ability to prioritise the extremely varied workload of a Charity Shop.
• Good supervision skills and the ability to motivate and help lead a team of volunteers.
• Participation in the training and development of a team of volunteers.
• Good visual and presentation skills.
• Basic administration skills in order to support the financial record keeping, monitoring and banking within the shop.
• To support the Shop Manager in their role to create a welcoming and interesting charity shop, with customer service and goodwill as a priority.
• To be fit and able to undertake safe moving and handling of all donated goods, including boxes and other awkward packages, on a regular basis.

Other requirements

• Commitment to the values and ethos of Skanda Vale Hospice.
• To be able to act as an advocate and ambassador for the Charity.
• Commitment to and understanding of equality and diversity and how this translates into good practice.

This Role Description is not exhaustive. It is an outline of the key expectations and will be reviewed periodically with amendments made following consultation with the role holder(s).

Confidentiality – Please be aware of the confidential nature of our organisation. Information about patients and their carers, friends and relatives must not be disclosed to any unauthorised persons. This essential duty of confidentiality also extends to the use of social media.

Apply now

Before you start, make sure you have the names, numbers and email addresses of two referees (non-family members) who you’ve known for two or more years.