Shop Area & Operations Manager

37.5 hours per week / 5 days 

Salary: £34,000 per annum

Location: Berkhamsted, Hertfordshire & South East areas including Amersham, Abbots Langley, Hemel Hempstead, Kings Langley and St Albans

Reports to: Head of Shops

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We are so proud of what we do, and we know you will be to. 

With a rich, diverse history, which began back in 1979 with our founders, we’ve been making a difference ever since. 

Today our free care supports 2,000 local people and their families, in Herts and Bucks. We truly are a community hospice – built and funded by the community, to serve the community.

This is a key senior role accountable for award winning high performing shops that deliver £2.5m in sales in the context of an ambitious and developing trading strategy.  Our shop managers have delegated responsibility for delivering high standards across the breadth of a charity operation.

The Area Manager role supports and holds to account this experienced team providing a listening ear, rapid solution finding and effective two way channel of communication between the shop teams, the Head of Trading and the Director and wider hospice team.  

Excellent people skills, a solution focussed approach and the ability to work in the shops directly when the roster requires to sustain sales are equally important.

People are at the heart of everything we do. And you would be no different. We are all vital cogs in delivering our care and support. 

We’re looking for a Shops Area and Operations Manager to support our shop teams, with excellent people skills, a solution focused approach and the ability to work in shops as and when required to sustain sales.

In turn, we’ll be right here to support you and your development!

Pam MacPherson, Hospice founder

• Accountable for holding an up to date over view of the performance all of our shops, including volunteer, staff and customer experience, windows and the shop floor, donation, flow, sales and dispersal, using EPOS and an accessible communication style in person and digitally
• Line management and mentoring of 6 direct line reports and management of the bank team
• Responsible for rapidly and effectively facilitating processes that sustain seamless shop level operations, this includes oversight of rosters, progressing recruitment, liaison with our estates teams in the maintenance of shops, finance and logistics
• Overall responsibility for day to day management of shops rotas across a 7 day trading to ensure shops are appropriately resourced and to directly undertake emergency bank cover when required
• Responsibility for shop health and safety, safeguarding and GDPR compliance
• Implementation of goal setting, career development reviews and routine and regular supervision and team meetings to build an empowering successful team culture and individual performance
• Responsibility and accountability for driving shop Gift Aid to achieve Gift Aid targets and income.
• Be an excellent role model supporting the Head of Trading to deliver overall sales, people and performance targets, ensuring consistent communication and support at all times

• Passion for customer focused retail with strong visual merchandise awareness
• 3+ years retail  experience – high street or preferably in the charity sector
• Motivated to constantly improve standards and develop new ideas with the rest of the team
• Excellent understanding of the drivers to increase sales and working to targets
• Proven Line leadership and management experience in enabling diverse teams to realise potential as a whole and as individuals, including recruitment, retention, coaching and accountability
• Must be within 45 minute radius of Berkhamsted, Hertfordshire 
• Own use of transport 

The it would be great to have....

• Clear understanding of sustainability in a retail setting
• Proven IT and digital skills, for example using EPOS, electronic ordering and stock control, Microsoft office or equivalent and social media (logistics experience in a retail setting desirable)
• Strong numeracy skills to identify and proactively address unwanted variation, trends and key performance information

• Annual salary £34,000 
• 37.5 hour working week
• 27 days annual leave plus Bank Holidays
• Wide range of free training courses, plus personal development opportunities​
• You’ll have freedom to make decisions within the boundaries of the Job Description and charity policy and procedure
• Don’t forget team camaraderie, support and bags of positivity!
• You will have the satisfaction of knowing you are making a real difference  supporting your local community and your local hospice.  What is more, you will be helping save the planet too -  charity shops have long been at the forefront of sustainability and you will be joining our shop teams of climate champions .

So if you want to be part of that journey and have a rewarding career, you’ve come to the right place.

“Everyone has a talent that gets better for using it and the Hospice needs all the talents.”

Pam MacPherson, Founder of The Hospice of St Francis

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Where does a dog go when it loses its tail and needs a new one?*

A retail store.

*(Please don’t judge us based on this)