Chest Heart & Stroke Scotland Regional Retail Support Manager West Central Scotland Job Description

Transcription

1 Chest Heart & Stroke Scotland West Central 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.

2 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.

3 2 THE ROLE Purpose: As a member of the Retail & Trading Operations leadership team, to assist the Head of Retail & Trading Operations and the Retail Regional Managers 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 The (RSM) has a particular responsibility for assisting a Regional Retail Manager (RRM) in ensuring regional and individual shop targets are met by: providing advice and guidance on: o commercial decision making o process and procedure assisting with staff development through the provision of training Location: Reports to: Direct reports: Home based with travel across the region A Regional Retail Manager None Internal Contacts: Director of Fundraising Retail Field & Shop Staff: Other Regional Retail Manager Retail Audit Officer/Manager Shop Managers Assistant Shop Managers, Sunday Assistant Managers and Volunteers Retail & Trading Head Office Staff: Senior Retail Administrator and Retail Admin Assistant Retail & Trading Co-Ordinator and Trading Assistant Other: Volunteer Development Manager and staff Accounts Department

4 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 deputise for the Retail Regional Manager in the completion of essential operational tasks during absence, and be prepared to undertake RRM responsibilities on an ad hoc basis as required To support a culture in which staff and volunteers take ownership for the commercial 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 New Stores To assist in the set up on new stores To support new stores during the first six weeks of trading, ensuring all operational and compliance procedures are understood and carried out and that required processes are embedded THE DELIVERY OF FINANCIAL TARGETS THROUGH OTHERS Commerciality To assist RRMs deliver target by coaching staff in reaching commercial decisions and finding commercial proactive solutions to problems THE RECRUITMENT, MANAGEMENT AND DEVELOPMENT OF THE RIGHT PEOPLE Staff: To assist the RRM in ensuring stores 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 assist the RRM in the recruitment and training of staff in accordance with standard policies and procedures To assist the RRM in supporting new Shop Managers during their first weeks in store, ensuring all training has been delivered, and following through with any continued training To assist the RRM in providing coaching and support for underperforming Shop Managers To assist in the development of staff identified with key talent to ensure regional Retail succession To identify training needs within the Retail team and provide necessary training where relevant To assist the RRM in the planning and facilitation of Regional meetings and training sessions

5 Volunteers: To liaise with the Volunteer Development team to ensure: o volunteer recruitment is planned and carried out o the on-line database information is up-to-date in each store o volunteer training is booked in a timely manner o volunteer appraisals and meetings are supported o volunteer complaints are supported THE DELIVERY OF THE RIGHT CULTURE, INCLUDING PROCESSES, PROCEDURES AND REPORTING MECHANISMS Culture: To assist the RRM in ensuring that o Shop Managers and teams maintain a high level of service to customers and donors at all times o all Shop staff and volunteers understand the need to follow standard processes and procedures to meet the relevant KPIs o the image presented by each store reflects the overall quality of CHSS To assist the RRM in delivering a supportive management style that enables staff and volunteers to flourish within a structured framework Monitoring & Reporting: To assist the RRM in the roll-out and ongoing effectiveness of processes, procedures and reporting mechanisms To assist RRMs in ensuring minimum retail (eg: display; customer service) and administration (eg: Gift Aid; banking) standards are maintained within stores To provide real-time advice on day-to-day shop processes and procedures To work with the Audit & Compliance Officer/Manager and Retail & Trading staff to identify areas of concern with store practices Except in the case of emergencies, to plan shop visits in advance and to advise Retail Head Office and RRM 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 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 Cover: To provide managerial cover for shops closed due to illness or absence, which may include overnight stays were necessary 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

6 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 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 Retail Regional Support Manager s performance will be measured through: 1. People a. Quality of training 2. Communications a. Tasks set are understood and completed 3. Operations Management a. Shop visit reports b. Systems compliance 4. Regional Sales Performance a. Meeting target for the area

7 Chest Heart & Stroke Scotland West Central Scotland Person Specification Essential Desirable Education & Knowledge Good level of general education IT literate and numerate Effective product knowledge to maximise sales potential 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 retail or training background 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 working to and achieving sales targets Experience of monitoring and reporting Retail experience gained within the commercial sector Recruitment and training of volunteers Previous multi-site retail management experience Some experience of administration / back office organisation Aptitudes, Skills & Abilities Good commercial acumen Good training skills Excellent communication and relationship building skills with the ability to build rapport with people of differing ages, backgrounds and cultural origins Strong time management and organisation skills

8 Commitment, enthusiasm and high energy levels 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

9 Chest Heart & Stroke Scotland West Central 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: This post is home based with travel across the region. Permanent Five days per week week (32.5 hours per week) Salary: On a scale of 19,871 to 23,629 Grade 4 (ii), points Review of Work: Annual Leave: Travel: Pension scheme: Equal opportunities: 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 for the first 10,000 miles and 25p thereafter. All other reasonable travel, subsistence and other necessary expenses are reimbursed. 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-inservice benefit and permanent health insurance. 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. Closing Date for Applications: 26 July 2015 Interview date: tbc