Shop Manager

Contract Type: 
Part time
Application deadline: 
Friday, 28 June, 2019 - 17:00
Fixed Salary
Per Hour

Relate are the UK's largest provider of relationship support, and last year we helped over two million people of all ages, backgrounds, sexual orientations and gender identities to strengthen their relationships.

The North East team cover the area of Berwick-upon-Tweed down to Scarborough. We work with individuals, couples, families and young people.

Overall purpose

We are looking for a part time (21 hours) Shop Manager who will be responsible for the day-to-day management of the Hexham shop, the Shop Assistants and Volunteer Shop Assistants. To maximise sales and profits in line with Relate’s vision. To create a welcoming and friendly environment for customers and establish a place within the local community. Promote the ethos and aims of Relate.

Principal Accountabilities

  • To ensure sales and profit targets are achieved

  • Responsible for the day-to-day management of the shop

  • Responsible for managing Shop Assistants and Volunteer Shop Assistants

  • Ensure that the shop has adequate donated and trading goods

  • Ensure that shop displays / windows are attractive and welcoming

  • Ensure that all cash handling and banking procedures are adhered to

  • Work collaboratively with other Relate colleagues

  • Work within organisational frameworks and codes of practice


Key activities

  • To manage the charity shop and ensure its smooth running on a day to day basis

  • Achieve maximum profit targets and minimise costs by actively managing the promotion and sourcing of high quality donations from the general public

  • Attend regular charity shop meetings and circulate information as appropriate to all Shop Assistants and Volunteer Shops Assistants

  • Assist in the recruitment, training and management of a team of Shop Volunteers, providing ongoing support and guidance for all Shop Volunteers

  • To provide excellent customer service at all times

  • Ensure that the shop is clean, tidy and welcoming at all times

  • Ensure that the window display is redesigned on fortnightly basis

  • Receive, sort and display donations from the public

  • Take part in regular stock takes as required

  • To deal with any refunds or exchanges

  • Ensure that the till is reconciled at the end of each working day, completing appropriate financial paperwork and pay cash into the bank

  • To manage the petty cash, reconciling the total at the end of each working day

  • Ensure that the premises are secured at the end of the working day

  • Ensure compliance of all staff and volunteers with the fire regulations and procedures.Know the location of extinguishers, exits and assembly points. In the event of a fire to alert the Fire Service, and ensure that everyone has left the premises.

  • Understand the organisation’s policies and ensure they are complied with at all times

  • Promote the ethos and work of Relate, signposting enquires as appropriate

  • Contribute to any developments and innovations

  • You may at other times be required to carry out other tasks as determined by the Area Manager or Operations Manager

  • Work flexibly to provide cover for absence and support successful running of the charity shop

Key relationships and contacts

  • Operations Manager

  • Customers

  • Shop Assistants

  • Volunteer Shop Assistants

General duties

(Common to all Relate roles)

  • Health and safety

  • Equality and diversity

  • Acting as a Relate ambassador

Key skills and competencies

  • Proven retail knowledge and experience

  • Significant customer service experience, including putting the customer experience first

  • Good commercial acumen and proactive approach to changing business needs and objectives

  • Experience of managing a diverse team of people  

  • Experience of cash reconciliation and financial controls

  • Commitment to work as part of a team

  • Confident communicator and able to work under own initiative

  • Problem solving skills

  • Ability to follow and interpret policies and procedures

  • Flexible and adaptable to changing circumstances

  • Discretion and ability to maintain confidentiality

  • Sensitive to difference and diversity

  • Willingness to be flexible with working patterns, including weekends


  • Knowledge and/or experience of retail management

  • Knowledge and / or experience of the voluntary sector

  • Recent evidence of further education or higher education learning

  • Driving licence and own car


Closing date of Monday 28th June at 5pm. Please note applications may close earlier if a high volume are received.

Applicants should send a CV and covering letter to:

For more information contact Ellisa Thompson Operations Manager North East on