Community Shop Manager

: 1813

Service: Retail

Salary: £13.72 per hour

Location: Hexham Shop – NE46

Hours: 37.5 hours per week; 5 out of 7

Contract: Permanent

At Family Action we support people through change, challenge or crisis. It’s what we’ve done for over 150 years. We protect children, support young people and adults and offer direct, practical help to families and communities.

We see first‑hand the power of family to shape lives, for better or worse, so we speak up for the importance of family in national and local policy making, amplify family voices and represent the changing needs of families in the UK today.

This is an exciting opportunity for a Community Shop Manager to play a key role in delivering the successful operation and growth of our Hexham Community Shop. You will drive commercial performance, nurture strong local community relationships, and create a welcoming, motivating environment for volunteers and customers alike. This role offers the chance to shape the shop’s impact, develop your retail and people leadership skills, and contribute to the wider mission and values of Family Action.

• Drive sales growth and profitability ahead of budget and targets through local decision making.
• Build strong relationships with local donors, customers, volunteers, and businesses to create a robust supporter base for the shop that will provide strong levels of donation and sales.
• Promote Family Action’s mission and values within the community and serve as an ambassador for the charity, referring to services where appropriate.
• Maintain high levels of Gift Aid sales and, in conjunction with the Regional Business Manager, train Shop Team members to ensure Gift Aid targets are achieved and exceeded.
• Ensure and maintain operational excellence in cash handling, banking, and data protection.
• Work within the framework of the Retail Operations Manual and in conjunction with the Regional Business Manager to identify innovations and local initiatives to increase footfall and revenue.
• Recruit, train, retain and empower a Shop Team made up of an Assistant Community Shop Manager, Casual Community Shop Assistants, and Volunteers. Create excellent working conditions for the team to remain motivated, committed, and high performing. Recognise your teams as appropriate.
• Organise the daily operations through rota planning.
• Support the development and progression of the Shop Team through collaboration and coaching.
• Commitment to personal development and mandatory training sessions.
• Oversee good stock management, focussing on driving donation, stock rotation, and effective processing.
• Ensure ongoing operational excellence in customer service, visual merchandising, shop standards, and financial controls.
• Actively support the charity and promote charity promotions, events, and activities.
• Embrace and implement Family Action’s Equality & Diversity Policy in every aspect of your work and positively promote its principles amongst colleagues, service users and other members of the community.
• Comply with Family Action’s Health and Safety and Data Protection policies and protect your own and others’ health, safety and welfare through adhering to standards, training the Shop Team, and timely reporting of issues.
• Adherence to Family Action’s Safeguarding policies and processes.
• Work flexibly as may be required by the needs of the service and carry out any other reasonable duties as required. This includes occasional cover in nearby shops.
• Support Retail initiatives and new concepts.

• Proven experience in retail management or a similar customer‑facing environment
• Experience in charity retail or community‑based initiatives
• Familiarity with Gift Aid
• Strong leadership skills and the ability to motivate teams and succession planning
• Excellent communication and relationship building skills
• Ability to make sound commercial decisions and drive business growth
• Ability to follow financial and operational procedures correctly
• Competence in financial management and operational compliance
• Understanding of volunteer management
• Physical ability for manual handling

• An annual paid leave entitlement that…