Retail Team Leader

Location Eccles (plus cover for Ancoats and Little Hulton)

Reports To Logistics Operations Area Manager

Direct Reports Retail Coordinator

Working Hours Full time – 37.5 hours a week

Duration Permanent

Role Purpose

Mustard Tree is a charity dedicated to combating poverty and preventing homelessness across Greater Manchester. For more than 30 years, we have supported people by providing essential items through our community shops and helping individuals build brighter futures through 1-2-1 support, training programmes, employment support and community activities.

Leading and supporting staff, volunteers, and trainees is a key element of the role as is maintaining high shop-floor standards, processing donated stock, supporting sales targets, and helping ensure the shop operates safely and efficiently.

We are an equal opportunities employer and value diversity and inclusion. We welcome applications from all qualified individuals and make recruitment decisions based on qualifications, skills and experience relevant to the role.

Job Description

• Shop Operations
• Opening and closing of the community shop(s) safely.
• Operating tills and following cash-handling procedures.
• Assist with cashing up and securing the premises as required.
• Maintain high standards of cleanliness and presentation.
• Help ensure organisational policies and procedures are followed.
• Regular Saturday working as part of a flexible rota.
• Stock and Donations
• Accept suitable donations in accordance with our guidelines.
• Reject unsuitable donations tactfully and politely.
• Sort, prepare, price and display donated goods.
• Identify items suitable for resale in accordance with charity procedures.
• Use merchandising techniques to present donated stock in an appealing and accessible way, promoting sales and ensuring a positive customer experience.
• Maintain attractive, tidy and well-stocked displays ensuring stock rotation and identifying stock that needs to be reduced or removed.
• Encourage eligible donors to participate in Gift Aid in accordance with the charity’s procedures.
• Work with Logistics Operations Area Manager to ensure appropriate stock levels.
• Lead, motivate and support staff, volunteers and trainees.
• Ensure that trainees develop work-ready skills, retail skills and behaviours.
• Ensure trainees’ training packs are completed and support their induction and graduation processes.
• Allocate daily tasks and ensure responsibilities are completed effectively.
• Help with the induction and training of new staff and volunteers.
• Promote positive teamwork and create a welcoming environment.
• Assist with staff and volunteer rotas to maintain appropriate shop cover.
• Provide guidance and feedback to staff, volunteers and trainees.
• Sales and Customer Service
• Deliver friendly, professional and inclusive customer service.
• Help the shop achieve its sales and fundraising targets.
• Encourage the team to identify opportunities to increase sales.
• Deal professionally with customer enquiries and concerns.
• Safeguarding and Boundaries
• Work confidently and professionally with vulnerable adults and individuals with complex needs, maintaining appropriate boundaries and promoting dignity, inclusion and respect.
• Help provide a safe environment for customers, staff, volunteers and trainees.
• Follow our safeguarding, boundaries and health and safety procedures.
• Report hazards, accidents and concerns promptly through the appropriate process.
• Ensure work areas are kept clean, tidy and accessible.

Key Competencies – Retail team leader

• World Class Welcome and Customer Service
• Ensure a welcoming, inclusive and compassionate experience for customers, donors, volunteers and trainees.
• Demonstrate the ability to manage challenging or sensitive situations effectively by remaining calm, communicating clearly, setting…