Job Description

ROLE: SHOP MANAGER
REPORTING TO: RETAIL OPERATIONS MANAGER / HEAD OF INCOME
SUPERVISING: SHOP SUPERVISERS AND VOLUNTEERS

Background

Wandsworth Oasis raises funds for HIV support, prevention, and awareness projects across South West London. Unlike most charity shops, where income supports the parent charity directly, Wandsworth Oasis operates more like a trust or foundation. After covering operational costs and reserves, funds raised through our shops, challenges, and unique events are distributed via a grants scheme to charities supporting people affected by HIV or working in HIV prevention.

Purpose of the Role

To lead and inspire a team of volunteers, ensuring an outstanding customer experience in our shops. The Shop Manager will work closely with the Senior Retail Team to maximise income, foster strong community relationships, and ensure the shop remains a vibrant hub within the local area.

Responsibilities

1. Recruit, manage, develop, coach, and motivate a high-performing, results-driven volunteer team to support all aspects of running a shop.

2. Ensure guidelines are adhered to.

3. Communicate and implement the retail strategy and initiatives to support the charity vision.

4. Ensure the shop consistently achieves or exceeds sales, KPIs, and profitability goals through effective short- and long-term planning, expense control, sales, and service. Report on KPI results to line management.

5. Guarantee consistently high standards of customer experience within the shop in accordance with Wandsworth Oasis values and service standards.

6. Analyze customer profiles, buying trends, and competitive information to drive business; communicate and provide feedback to senior shop managers.

7. Oversee the execution and processing of incoming and outgoing donations, ensuring stock is rotated in line with Wandsworth Oasis procedures.

8. Ensure the visual guidelines are executed as agreed with the senior retail team and that the visual presentation of the shop always meets or exceeds Wandsworth Oasis standards.

9. Work with the senior shop manager to manage and execute all community engagement initiatives and events according to all policies and procedures.

10. Deliver the highest standards of operational efficiencies and compliance. Take corrective actions if needed.

11. Support the Senior shop manager to ensure compliance with all health and safety issues and resolve/report any issues in accordance with policies and procedures.

12. Effectively manage the shop's rota to ensure all shifts are adequately covered, including days off and holidays.

13. As a people-focused manager, guide the departments in your operations to provide consistent customer service and drive operational focus.

14. Build relationships with the local community, recognizing potential growth for volunteering and increasing donations.

15. Promote and manage the Gift Aid processes, providing direction and support to shop staff to actively maximize gift aid contribution. Ensure HMRC guidelines are always met.

16. Overall management of the shop premises, including main key holder responsibilities, cash handling, and ensuring banking procedures are followed.

17. Attend and contribute to regular team meetings and training, sharing best practices with Wandsworth Oasis core values.

18. As a brand ambassador for Wandsworth Oasis, support all fundraising activity and champion community engagement.

Understanding Performance

A number of performance targets will be planned and agreed each year with the line manager and these will be monitored at regular meetings. Regular feedback will be provided by the line manager and opportunities will be provided to discuss any problems, personal and team matters, and personal development issues.

Generic Requirements

The post holder will be expected to always comply with Wandsworth Oasis policies and procedures. These include, but are not limited to, equal opportunities, confidentiality, data protection, and health and safety.

To do their job, the post holder will be trained and coached in the procedures and policies of Wandsworth Oasis. They will be expected to familiarize themselves with Wandsworth Oasis procedures and policies and to seek advice and guidance from the line manager if required.

The key tasks listed above are only an indication of the main tasks required to be performed. It is not an exhaustive list of duties and responsibilities and may be subject to amendment to take account of changing circumstances. Any changes will be made following discussion with the post holder. The post holder will remain cooperative and flexible in line with the needs of the post and Wandsworth Oasis.

Competencies

Willing to listen and understand others and maintain credibility in your role and for Wandsworth Oasis. (E)

Support others and gains trust, positive and enthusiastic. (E)

Develops people by helping staff and volunteers individually and as groups so that they may perform the best they can. (E)

Experience of recruiting and working with a team of volunteers. (E)

Creative, delivers practical solutions, and flexible to meet other's needs. (E)

Willing to examine own values, principles and assumptions. Learns from own experiences. (E)

Leads and motivates staff and volunteers by establishing clear direction and standards. (E)

Well organised, copes well under pressure, takes ownership, pro-active and goal focused. (E)

Transparent and open, keeps others informed, takes action and is sensitive to people's needs. (E)

Manages tasks and resources by planning, organising, directing and monitoring work carried out by others; managing costs and physical resources. (E)

Experience

At least two years' previous experience in a retail environment. (E)

At least one year's experience of managing staff. (D)

Skills

Excellent customer service skills. (E)

Excellent teamwork skills. (E)

Excellent communication skills. (E)

Excellent commercial awareness. (E)

Good level of numeracy. (E)

Able to be creative. (D)

Able to solve problems and make decisions. (E)

Job Types: Full-time, Permanent

Pay: From 23,845.00 per year

Benefits:

Casual dress Company pension Health & wellbeing programme
Schedule:

8 hour shift Weekend availability
Work Location: In person

Application deadline: 09/07/2025
Reference ID: 002