Job description

Main Responsibilities

Maximising Sales and Profit

• Strategically drive sales performance by implementing effective merchandising, promotional activities, and customer service excellence.
• Continuously seek and implement ways to improve the shop’s financial performance.

Stock Management and Optimisation

• Oversee all aspects of stock collection, preparation, and display.
• Ensure the efficient processing of donations and the optimum use of stock sourced through various channels, including van collections, textile banks, and recycling.
• Cross network across Scope to build and maintain positive relationships to increase stock efficiencies.
• Collaborate with the corporate team to develop and maintain strong relationships with corporate partners.
• Source and engage new contacts to ensure the long-term sustainability and growth of the shop.

Team Leadership and Development

• Recruit, manage, and develop a team of staff and volunteers, providing training, guidance, and performance feedback.
• Foster a positive and inclusive team environment, encouraging continuous learning and addressing underperformance.

Financial and Administrative Management:

• Ensure accurate cash handling, banking, and financial reporting, adhering to organisational policies and procedures.
• Manage general administration tasks, including maintaining shop records and complying with health and safety regulations.
• Maximise the Profit contribution on the store.

Customer Service and Community Engagement:

• Deliver exceptional customer service, acting as an ambassador for the charity.
• Engage with the local community to increase donations, volunteer participation, and customer loyalty, promoting the charity's mission and values.

Ensure Compliance with Health & Safety Regulations:

• Review and implement all relevant H&S policies to ensure compliance with current legislation.
• Ensure all staff and volunteers are aware of and adhere to H&S procedures, including fire safety, manual handling, and first aid.
• Record and investigate any accidents, incidents, or near-misses in the shop
• Promote a safe and supportive working environment that priorities the well-being and mental health of staff and volunteers.

Internal Contacts

• Area Manager – Retail
• Divisional Manager
• Other Shop Managers
• Drivers
• Head Office / Divisional Office staff

External Contacts

• Customers
• Volunteers
• Drivers
• Other external organizations

Key Accountabilities

Generic

• Supervise and encourage team members and volunteers to maximise their potential through continuous learning while addressing underperformance through performance management.
• Recruit, manage, and develop staff and volunteers within Scope’s HR and operational policies and procedures.
• Utilise volunteers appropriately within the shop.
• Lead effective and engaging team meetings based on the Scope team meeting template, reporting back on key issues and questions raised.
• Work seamlessly across area, department, or team boundaries in a collaborative and constructive manner to implement Scope’s strategic direction.
• Demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework.
• Work within Scope’s policies and procedures at all times.

Role Specific

Ensure the shop sales performance is maximised, actively seeking ways to improve the shop’s performance continuously.

• Manage all aspects of stock collections and preparation, ensuring that stock processing levels are sufficient to achieve required shop floor density, encouraging stock donations at all times.
• Ensure optimum use of stock sourced through donations, van collections, textile banks, recycling, and other stock generation methods.
• Actively engage in national stock generation initiatives to increase donated sales and develop and implement local stock appeals in conjunction with the Area Manager.
• Demonstrate excellent customer service internally and externally, always promoting good practice within the shop and providing guidance, feedback, and coaching to the shop team as required.
• Meet required performance standards and targets, motivating, managing, and supporting shop staff and volunteers in achieving Key Performance Indicators (KPI) targets.
• Be ultimately responsible for cash handling, banking, and associated administration, ensuring that all till operations are carried out in accordance with Scope’s policies and procedures.
• Comply with Scope’s policies and procedures, particularly in relation to shop security and health and safety regulations, and the completion of general administration tasks to required deadlines.
• Inform the Area Manager or other appropriate manager of any concerns regarding non-compliance with Scope’s policies and procedures, ensuring that confidentiality is maintained at all times.
• Conduct performance development reviews and staff PDPs in line with Scope procedures, ensuring the Area Manager is advised of any identified training needs and performance issues.
• Maintain a good standard of housekeeping, in line with Scope’s Visual Merchandising and back office standards, creating an environment that is pleasant and safe for customers, shop staff, and volunteers.
• Comply with and maintain excellent visual merchandising standards within the shop in line with Retail Shop Operation manual standards.
• Present a positive and professional image to customers, staff, and volunteers at all times, being an ambassador for Scope.
• This is not an exhaustive list of responsibilities, and the post holder will be expected to undertake other duties within the remit of the job and appropriate to their level of seniority as requested by the relevant line management.

Specific Tasks Assigned

• Produce and communicate four-weekly rotas for shop teams to the Area Manager, ensuring adequate coverage of staff availability on peak trading days, weekends, and seasonal periods – including Sundays, Bank Holidays, Christmas, and sales promotions.
• Attend and undertake any relevant key training workshops, events, or meetings as required, playing an active role and carrying out all actions required following the events.
• Work in other shops occasionally if requested.
• Fully act and take responsibility for the duties assigned to a shop key holder, in line with the Shop Operating manual.