Warehouse & Retail Support Manager
Our shops and warehouse play a pivotal role in our income stream and assist in the financial sustainability of the Hospice. They provide employment and volunteering opportunities, sell a wide selection of donated pre‑loved goods, play a significant role in the local reuse and sustainability agenda, and provide a visible presence of the Ayrshire Hospice within our local communities.
As the Warehouse & Retail Support Manager, you will support and coordinate the day‑to‑day management and administration of all stock and distribution related operations. You will report to the Area Manager and support the operational compliance in our network of eight shops.
You will be responsible for managing and coordinating stock management systems, ensure all health and safety requirements are achieved and costs are controlled and reduced. You will ensure staff and volunteers are trained and supported, while supplying shops with required stock and equipment.
You will oversee the warehouse team to achieve safe working practices and efficient and comprehensive procedures.
You will manage and co‑ordinate a delivery and collection service for the distribution of donated goods and new goods stock across all shops, along with managing furniture collection and delivery to customers.
You will build good relationships and work in collaboration with shop managers, to help identify stock requirements for each shop.
Main Responsibilities
* Oversee the effective management of the warehouse ensuring practices are carried out to a professional and efficient standard.
* Using a hands on approach, manage the rota and holidays for your team to ensure full coverage for receiving donations and delivery schedules.
* Support Shop Managers in achieving year on year improvements in income, sales and net profit targets as per annual budgets by ensuring they have the appropriate stock.
* Collaboratively work alongside the Ayr shop manager and Online team to support the day‑to‑day operation and lead in the shop manager’s absence. (This may involve working in other shops in Ayrshire as manager, if required).
* Support in delivering a culture of excellent customer service in the warehouse, training and supporting staff to develop positive and professional relationships. Displaying appropriate standards of professionalism, compassion and enthusiasm.
* To build and maintain successful relationships with volunteers to harness their commitment and support for the Hospice.
* Support the effective management of the warehouse ensuring practices are carried out to a professional standard and all Health & Safety measures are adhered to.
* To assist the Shop Managers in delivering effective Gift Aid practices across all stores.
* Support the warehouse/retail teams in delivering a customer/donor experience to an exceptional standard, that nurtures a connection and ongoing engagement with the Ayrshire Hospice.
* Support the shop teams to contribute to climate sustainability through engagement with recycling and upcycling initiatives.
* Undertake effective coaching of warehouse team to support them in day‑to‑day operational challenges and on‑going personal development.
* To achieve gift aid targets through ongoing training and best practice and to ensure compliance with HMRC guidance.
* Manage and coordinate the recording and scheduling of new goods across the Hospice shop network, ensuring the movement of stock is recorded meticulously within the EPOS system and other stock management controls.
Person Specification
Education / Qualifications
* Qualification within people management - Desirable
Knowledge/Experience
* Previous experience of retail management - Desirable
* Proven track record of people management - Essential
* A proven track record in achieving targets / objectives - Essential
* Experience with working with the public and delivering excellent customer care - Essential
* Good working knowledge of Health & Safety regulations and best practise - Essential
* Previous warehouse experience - Desirable
Ability/Skills
* Commercial awareness with knowledge of retail best practices - Desirable
* An awareness of fashion brands - Desirable
* Organisational skills with the ability to prioritise between conflicting demands - Essential
* Driving licence - Essential
Personal Qualities
* Positive, motivated and enthusiastic individual - Essential
* Passion for Hospice care - Essential
* Values driven - Essential
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