Assistant Shop Manager

Job Description

 Assistant Shop Manager

Main Responsibilities

  • Maximise store income and profits by delivering exceptional retail standards, with visual merchandising, optimising selling price, and Gift Aid acquisition at its core
  • Provide excellent customer service, whether that’s in person or over the phone/email
  • Engage and train volunteers to provide additional operational support


Day to Day Activities – Income and Costs

  • Deliver high quality, cost effective income generation through day to day management of the shop
  • Maintain a high standard of presentation, both in the windows interior of the shop and back of house
  • Ensure the sales floor layout is as per the current Hospice guidelines in conjunction with your

Shop Manager

  • Achieve and maintain high standards of housekeeping, organisation and cleanliness throughout the shop premises
  • Implement all POS as directed by Hospice instructions and Marketing bulletins.
  • Actively promote Gift Aid to meet or exceed the required conversion rates
  • If appropriate, inform customers about how our funds support the Hospice and encourage rounding up at the till

Day to Day Activities - Stock

  • Actively encourage the public to donate saleable stock through strategic stock generation plan, in conjunction with Shop Manager
  • Actively promote and achieve the required Gift Aid (GA) conversion rates and to manage the GA process to HMRC requirements
  • Ensure there is adequate flow of stock from stockroom to the shop floor in order to support the turnover of the shop
  • Ensure there is adequate stock available on the shop floor, at all times, in all categories.
  • The role will demand moving a lot of stock on a daily basis.
  • Select & price stock at a consistent level in accordance with Isabel Hospice price guides
  • Rotate stock on a daily basis which will refresh the shop floor making it more desirable to returning customer.
  • Comply with all instructions regarding the sale, and stock control of New Goods
  • Facilitate the education of donors on good quality donations to minimise goods going to waste

Managing Performance and Operations

  • Actively recruit volunteers and provide training so they are able to perform their jobs efficiently and effectively
  • Provide training and development for volunteers to enable them to perform their jobs efficiently and effectively and adhere to Health & Safety mandatory training models including E-learning
  • Support Shop Manager to organise a 4 week rota to ensure the shop runs effectively and the shop floor and sort room tasks are allocated
  • Create an organised and pleasant working environment for staff and volunteers
  • Inform volunteers of business communications, promotions and information relating to the great work of Isabel Hospice
  • Ensure equality & diversity polices are adhered to and training is filtered through to volunteers
  • Ensure all relevant administration is completed on time and according to the Isabel Hospice


Manager’s Manual

  • Banking completed daily, and all cash handling complies with Hospice regulations and standards
  • Ensure all financial, cash handling and security procedures are adhered to as per the Isabel Hospice Manager’s Manual.
  • Key holder alongside Shop Manager to ensuring that the shop is secure whenever it is left unattended
  • Notify the local police, your Shop Manager, Area Manager and Head Office in the event of a break in, shop lifting or security incident
  • Notify your Shop Manager in the event of suspected theft or dishonesty by any member of staff.
  • Ensure that no unauthorised person is allowed to inspect the shop or to examine sales or other records
  • Ensure all staff and volunteers lock all purses and valuables in a locker
  • Complete all required back office IT systems processes to Isabel Hospice standards
  • Provide a safe environment that protects all staff, volunteers and the public
  • Cover other shops within the Isabel Hospice area dependant on the needs of the business.
  • Be flexible to work weekends dependant on the needs of the business.

Customer Focus

  • Provide excellent customer service by telephone, email and in person, including responding to customer questions
  • Interact with customers to provide a friendly and approachable environment to enhance customer shopping experience
  • If appropriate, interact with donors to encourage loyalty and stock acquisition
  • Manage content for Social Platforms (Instragram) if applicable, to highlight our good quality stock and increase brand awareness in the community