Chest Heart & Stroke Scotland Regional Retail Manager Job Description

Transcription

1 Chest Heart & Stroke Scotland Job Description 1 INTRODUCTION The Charity: Chest Heart & Stroke Scotland (CHSS) improves the quality of life for people in Scotland affected by chest, heart and stroke illness, through medical research, influencing public policy, advice and information, and support in the community. CHSS is a wholly independent Scottish charity (No SC018761) and is registered with and regulated by OSCR, the Office of the Scottish Charity Regulator. CHSS receives no core funding from Government or any public body or private agency. To avoid becoming over-reliant on any one source of income, we raise funds from a wide variety of sources, including our growing chain of retail stores, which form part of the Fundraising Department. Retail & Trading Operations - Strategic Aims: A. Delivery of agreed targets: Our primary strategic aim is: to deliver 2m net income from retail and trading operations by through: increased profitability per store, including the promotion of Gift Aid expansion of the chain improvements to the chain divestment of poorly performing stores Other aims include: being the charity shop of choice for the donation of quality goods developing relationships with donors of goods so that they support CHSS in other ways using our stores and Christmas cards to increase awareness of CHSS reflecting the overall quality of the charity through the image our stores present B. Staffing (including volunteers) Our primary aim is to ensure the right, self-motivated people both paid staff and volunteers - come into and stay in the retail and trading operations team through careful recruitment, induction, training, support and management. This depends on having the right culture, processes, procedures and reporting mechanisms in place to enable this to happen. We also aim to bring people (both staff and volunteers) through the business by creating a staffing structure that allows opportunities for development and personal growth. C. Risk Management Our aim is to take account of risk in all operations. Within CHSS, risk is defined as opportunities as well as threats, and threats include the consequences of inaction as well as action.

2 2 THE ROLE Purpose: Location: Area: Reports to: Direct reports: As a member of the Retail & Trading Operations leadership team, to assist the Head of Retail & Trading Operations in the delivery of the agreed strategy through: the management of the continued growth of the chain the delivery of financial targets through others the recruitment, management and development of the right people the delivery of the right culture, including processes, procedures and reporting mechanisms a regular consideration of and positive attitude to risk Home based with travel across the specified region of West Central Scotland.. Area 3 Glasgow North, Glasgow South, Giffnock, Clarkston Toll, Stockwell Street, Biggar, Dumfries, Melrose, North Berwick, Haddington and Dunbar Shops. Progressing up to 18 sites. Head of Retail Operations & Trading (HoRTO) Shop Managers in the region Regional Retail Support Manager (in due course) Regional Driver (in due course) Internal Contacts: Director of Fundraising Retail Field & Shop Staff: Other /s Retail Audit Officer Assistant Shop Managers, Sunday Assistant Managers and Volunteers Retail & Trading Head Office Staff: Senior Retail Administrator Retail Admin Assistant Retail & Trading Co-Ordinator Trading Assistant Fundraising: Regional Fundraising Manager Other: Volunteer Development Manager and staff Accounts Department External Contacts: Trades Surveyor General public CHSS supporters Local businesses

3 3. MAIN RESPONSIBILITIES MEMBERSHIP OF THE LEADERSHIP TEAM Leadership & Management: To contribute to the development and delivery of successful retail & trading operations within the Leadership team and through the successful management of field and shop staff and volunteers To create a culture in which staff and volunteers take ownership for the success of their stores To communicate clearly with staff and volunteers, ensuring that all tasks set are carried out satisfactorily MANAGEMENT OF THE CONTINUED GROWTH OF THE CHAIN Shop Acquisitions and Disposals: To look for and visit potential new shops in agreed towns and to follow up agents details received direct or from senior line management To attend site meetings as required and to discuss new shop fit-outs with the Head of Retail & Trading Operations On completion of a lease for new shop premises, to recruit and train staff and arrange supplies of stock and consumable goods, to work with the staff ensure that each new shop is ready to trade by the agreed date To arrange temporary storage of stock during refurbishment of existing shops In liaison with the Head of Retail & Trading Operations and Retail & Trading Co-ordinator, to arrange and publicise opening dates for new shops On a shop closure, liaise with Head Office to arrange removal of CHSS property, to comply with any other conditions required by the lease, and leave the premises in a fit condition, returning the keys as instructed THE DELIVERY OF FINANCIAL TARGETS THROUGH OTHERS Sales: To ensure that each shop achieves its full sales potential by meeting agreed KPIs To ensure that merchandise is clearly priced, to monitor pricing levels and to ensure a consistent level that will achieve maximum sales in accordance with current pricing policy To ensure that each shop carries out correctly any centrally organised promotions, and also features its own regular seasonal and local promotions as appropriate Profit: To ensure donations are Gift Aided where possible and that correct procedures are followed with regard to Gift Aid To keep all controllable expenses to a minimum level without loss of sales and to ensure that shop staffs are aware of the importance of cost control To dispose of donated goods which are unsuitable for sale through CHSS shops at the best possible prices in accordance with current policy and local arrangements Stock: To give training, support and guidance to Shop Managers and Assistant Shop Managers on the generation of adequate supplies of donated stock To check that shop sales areas are well stocked and that an efficient rotation system is carried out in accordance with standard procedures To check that all stock on display is clean, attractive, saleable and well presented To check that incoming stock is efficiently sorted and prepared for sale and that stock and sort rooms are properly organised To monitor the stock, display and sales of all new goods in accordance with current procedures To arrange the transfer of new and donated stock between shops where necessary

4 THE RECRUITMENT, MANAGEMENT AND DEVELOPMENT OF THE RIGHT PEOPLE Staff and volunteers: To ensure that shops have the correct level of properly trained staff and volunteers, as agreed with the Head of Retail & Trading Operations, to create teams which are effective, efficient and well informed To recruit, train and appraise staff in accordance with standard policies and procedures, and offer opportunities for staff and volunteer development where practicable To ensure that Shop Managers take responsibility for creating and maintaining their own teams To arrange regular meetings of Shop Managers and teams for the purposes of training, communication and planning To maintain a proper discipline in all shops, particularly with regard to time-keeping, trading hours, absence reporting, security, efficient shop work and management. The level and type of control exercised will differ appropriately between staff and volunteers In liaison with the Head of Retail & Trading Operations, to implement the disciplinary and dismissal procedures appropriate to staff and volunteers where necessary, in accordance with current policies and procedures To keep proper records of full and part time staff and to ensure that the necessary payroll and employment documentation is submitted accurately and punctually To monitor and control staff holiday dates to ensure that shops are properly staffed at all times THE DELIVERY OF THE RIGHT CULTURE, INCLUDING PROCESSES, PROCEDURES AND REPORTING MECHANISMS Culture: To ensure that Shop Managers and teams maintain a high level of service to customers and donors at all times To ensure that all Shop staff and volunteers understand the need to follow standard processes and procedures to meet the relevant KPIs To deliver a supportive management style that enables staff and volunteers to flourish within a structured framework To ensure that the image presented by each store reflects the overall quality of CHSS Monitoring & Reporting: To assist the Head of Retail & Trading Operations in the development, roll-out and ongoing effectiveness of processes, procedures and reporting mechanisms To ensure that all shop staff and volunteers comply with the procedures laid down in the Shops Manual and other instructions issued from time to time To visit all shops regularly to ensure that they are being managed effectively and efficiently and in accordance with the departmental guidelines Except in the case of emergencies, to plan shop visits in advance and to advise Retail Head Office and Head of Retail & Trading Operations of proposed weekly itinerary To record shops visits using the Shop Visit Reports Book and to document findings and relevant actions for each Manager as required To interpret and use the management information supplied by Head Office or obtained direct from shops To keep weekly and quarterly sales analyses of area and shop sales for discussion and action as requested and to advise the Head of Retail & Trading Operations weekly by telephone of all shop sales and other relevant information To ensure that regular security and health and safety audits are carried out within the given timescales To monitor all area and shop expenses and keep them to an acceptable level To provide information as necessary to comply with property maintenance procedures

5 A REGULAR CONSIDERATION OF AND POSITIVE ATTITUDE TO RISK To take account of risk in all operations, where risk is defined as opportunities as well as threats, and threats include the consequences of inaction as well as action OTHER Security: To ensure that Shop Managers and staff are security conscious and follow the correct procedures on security matters in accordance with current instructions To check that shop premises are secure and ensure that police are informed of the names, addresses and telephone numbers of key holders To ensure that cash control, cash handling and banking procedures are properly followed Property: With the Shop Manager, to make regular inspections of the interior and exterior of shop premises and to advise the Head of Retail & Trading Operations as appropriate of maintenance requirements (interior and exterior) To arrange routine maintenance in accordance with current procedures To deal efficiently with emergency maintenance and break-ins, in accordance with current procedures General: To follow departmental procedures and to act on written and verbal instructions issued from time to time by the Head of Retail & Trading Operations and Head Office staff To ensure that CHSS s Health & Safety Policy and any other legal or CHSS requirements are followed To attend meetings for the purpose of training, communications and planning as reasonably required, which may include overnight stays where necessary To assist or relieve other Regional Manager/s as and when required, staying away overnight if necessary The above job description is not exhaustive and is clarified to include broad duties inherent in the post. Evaluation and development of this post may, in time, indicate a need to revise duties herein. 4. KEY PERFORMANCE INDICATORS: The top KPI is area profit against target. However, the Retail Regional Manager s performance will also be measured through their Leadership and Management style: 1. People a. Staff performance b. Training, support & development, appraisals 2. Communications a. Contribution to Leadership team b. Change Management c. Tasks set are understood and completed 3. Operations Management a. Shop visit reports b. Systems compliance

6 Chest Heart & Stroke Scotland Person Specification Essential Desirable Education & Knowledge Good level of general education IT literate and numerate Effective product knowledge to maximise sales potential Detailed and up to date understanding of the retail environment and potential for opportunities Full UK driving licence Knowledge of the local community A knowledge and understanding of the CHSS cause and its objectives Previous Experience A strong retail background A minimum of 2 years field experience Previous multi-site retail management experience Proven experience of managing a team to include recruitment, training, development, performance management as well as motivating a team to achieve business objectives Experience of budget management and forecasting Experience of working to and achieving sales targets Experience of monitoring and reporting Retail experience gained within the commercial sector Recruitment and training of volunteers Some experience of administration / back office organisation Aptitudes, Skills & Abilities Good commercial acumen with the ability to effectively exploit business resources and opportunities, plan and monitor budgets and manage financial controls Strong leadership and motivation skills with the ability to build and motivate a team of staff and volunteers to successfully achieve targeted income Excellent communication and

7 relationship building skills with the ability to build rapport with people of differing ages, backgrounds and cultural origins Strong time management and organisation skills Commitment, enthusiasm and high energy levels Able to work under own initiative and take a proactive approach to changing business needs and objectives Ability to work and flourish under pressure Positive attitude, including problem solving Values / Attitudes Commitment to ethos of the voluntary sector Willingness to work flexibly, including out-of-hours and away from home

8 Chest Heart & Stroke Scotland Further Details Chest Heart & Stroke Scotland comprises several departments: Advice & Support; Community Stroke Services; Public Relations; Fundraising, including Retail & Trading; Administration & Finance including Accounting, IT and HR. The Finance Department is actively involved with all other departments. Summary of Terms and Conditions of Employment Location: Term: Days of work: Salary: Review of Work: Annual Leave: Travel: This post is home based with travel across the region. The boundaries of the region may be subject to change. Permanent Five days per week week (32.5 hours per week) On a scale of 29,055-36,014 per annum Grade 3 (i), Scale Points Salary placement is made at the first point on the scale. The postholder is subject to the CHSS objective setting, supervision and appraisal process days per annum, dependent on length of service, plus 12 public and local holidays. You may be provided with a company car: alternatively if you use your own car on CHSS business this is currently reimbursed at a rate of 45p per mile. All other reasonable travel, subsistence and other necessary expenses are reimbursed. Pension scheme:chss operates a contributory Group Personal Pension scheme, which all employees are eligible to join; contributions are on an age-related scale of 1% to 5%. There are also schemes which provide death-in-service benefit and permanent health insurance. Equal opportunities: CHSS is committed to equality of opportunity and to non discrimination on the grounds of race, religion or belief, age, sex, marital or civil partnership status, disability, sexual orientation, transgender status, pregnancy or maternity.