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Charity Shop Manager (Ross-On-Wye)

Our Ross-on-Wye shop plays a key role in generating income to support the aims of Herefordshire Wildlife Trust. This new location also offers a ‘hub’ opportunity with a primary focus on fundraising and increasing awareness of Herefordshire Wildlife Trust in South Herefordshire

• Oversee daily operations of Ross-on-Wye Charity Shop, maximising income over expenditure and driving income. Identifying alternative income streams through platforms such as eBay and Vinted as well as working with the Retail and Visitor Services Manager/other commercial staff to make use of meeting room space for workshop/event opportunities
• Support and manage a team of volunteers, and sessional staff as required, to deliver excellent customer service both in store and via online donation sales
• Provide professional and attractive stocking and visual merchandising of the shop
• Promote the work of the Trust to volunteers, donors and customers alike

Store Operations

• Customer Service: champion a welcoming environment with excellent customer service that builds loyalty from customers, donors and volunteers
• Staff Recruitment & Training: with support from the Retail & Visitor Services Manager cover any necessary recruitment, training, direction, supervision, motivation and support of sessional team members. Use in line with labour budgets
• Volunteer Management: cover all recruitment, training, direction, supervision, motivation and support of volunteers. Including organising monthly rotas to ensure full shop coverage to maintain core trading hours performance
• Operations: responsible for the selection, rotation, pricing & merchandising of all donated goods and the stock control of new goods to maximise income from sales
• Operations: ensure that stock is merchandised to its full potential, both on the shop floor and in the shop windows, upholding the Trust brand and shop standards
• Customer Service: actively encourage the public to donate saleable goods and where applicable sign up as Gift Aid donors, building loyalty and encouraging repeat donations, as well as adhering to data protection standards. Support and encourage shop volunteers to actively promote membership of the Trust via sign up cards to donors, customers and volunteers
• Business Goals: achieve shop sales budgets
• Sustainability: ensure sustainable and eco‑friendly practices are followed wherever possible, including ways to retain donations such as upcycling for sale rather than sending away. Where necessary, processing items donated for recycling appropriately to maintain extra income
• Health & Safety: responsible for Health and Safety, building security and cleanliness, including ensuring the regular disposal of waste and the reporting of any building and equipment faults
• Communications: ensure shop signage is up-to-date and aligned with the Trust’s branding and messaging. Support and encourage volunteer engagement through newsletters, activities etc

Financial & Other Admin

• Financial: responsible for monitoring daily sales and reporting key performance information weekly to support team in driving income
• Financial: responsible for maintaining correct daily income recording procedures, safeguarding and weekly banking of cash income and storing receipts
• Online Sales: ensure timely processing of online eBay & Vinted etc shop sales, supporting volunteer team with training and appropriate equipment to drive income
• Admin: update CRM with new volunteers, contacts and Gift Aid registrations
• Gift Aid Admin: complete all administration relating to Gift Aid claims to HMRC
• Gift Aid: achieve gift aid income targets
• Alternative Income Opportunities: support the Retail & Visitor Services Manager and other commercial staff in creation, launch and driving of events or workshops in the shop meeting room. Ensure room is well kept and accessible

Other duties

• Undertake Health and Safety duties commensurate with the post and as detailed in the Trust's Health and Safety policy;
• Comply with all other organisational policies and relevant legislation e.g. Equal Opportunities – it being the responsibility of the post holder to make themselves aware of such items
• Take advantage of formal and informal opportunities for personal and professional development, participate in appropriate training activities in consultation with your line manager
• Act as an ambassador for Herefordshire Wildlife Trust, constructing and maintaining positive relationships with volunteers, visitors and other organisations
• Actively encourage those you with whom you come into professional contact to become members of HWT (all staff are regarded as membership recruiters)
• Undertake any other work that might be deemed necessary by HWT commensurate with the level of responsibility of this post. Work with the broader HWT team on any other activities that match your skills and abilities as agreed with your line-manager

Company: Herefordshire Wildlife Trust Ltd Salary: from £26,000 a year Hours: Full-time Location: Ross-on-Wye Working pattern: On-site Job type: Permanent Posting date: 22 Sept 2026 Closing date: 11 Oct 2026

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