Our reference: AH/52/17Enquiries to: Lorna SamsonAddress: 35 Racecourse Road, Ayr, KA7 2TGTelephone: 01292 269200Fax: 01292 294401Email: admin@ayrshirehospice.org

Dear Applicant

Post Title: Shop Managers (Permanent) / Relief Shop Manager (Temporary)Salary Range: £17,130 – £20,126 pro rata per annumHours: Permanent posts – 30 hours per week

Temporary post – 24 hours per weekClosing date: Friday 12th January 2018Informal Enquiries to: Jackie Kennedy, Retail Business Manager

Thank you for your recent enquiry regarding the above vacancy. I have pleasure enclosing an application pack containing;

An Application Form. Please note we do not accept CVs. An Equal Opportunities Form. A Job Description (for reference only). A Person Specification (for reference only). An Information sheet containing details of the terms and conditions applying to the post (for

reference only).

Please note that only candidates who are shortlisted and invited for interview will receive further communication regarding the process of an application. I would therefore like to thank you for the interest you have shown in this vacancy with The Ayrshire Hospice and look forward to receiving your Application for this post.

Yours sincerely

LORNA SAMSONPeople Development Officer

INFORMATIONFOR CANDIDATES

POST OF: SHOP MANAGER / RELIEF SHOP MANAGERBASE: VARIOUS DEPENDING ON POSTREF NO: AH/52/17

Thank you for applying for the above post with the Ayrshire Hospice. This information sheet summarises the terms and conditions related to the post. The Hospice has recently undertaken a Pay and Benefit Review and the following terms and conditions will be effective from 1 April 2016.

ABOUT THE POST:

Employing Organisation: Ayrshire Hospice

Job Description: A job description is attached.

Salary/Grade Scale: £13,704 - £16,101 based on 30 hours per week£10,963 - £12,880 based on 24 hours per week

Your salary will be paid into your bank account on the last Friday of each month.

Hours of Work: 30 hours per week (Shop Managers)24 hours per week (Relief Shop Manager)

Annual Leave: Leave year is from April – March

30 days (225 hours) on commencing employment32 days (240 hours) after 5 years’ service

For part time staff, this will be applied on a pro-rata basis and also allocated in hours.

Public Holidays: Entitlement is 37.5 hours based on the 5 designated Public Holidays per annum, and on a 5 day week working 7.5 hours per day. The 37.5 hours entitlement is due to all whole time staff irrespective of work pattern.

For part time staff, this will be applied on a pro-rata basis and also allocated in hours.

Pensions: The Company will comply with the employer pension duties in accordance with Part 1 of the Pensions Act 2008 by automatically enrolling you where eligibility criteria is met, in the Group Personal Pension Plan.

The Hospice provides a generous employer contribution of 7.5% of your salary per month provided a minimum 2.5% employee contribution is made.

Asylum And The Asylum and Immigration Act 1996 and 2004(Section 8)Immigration Act 1996 checks to ensure that all employees are legally employedAnd 2004 (Section 8): in the United Kingdom. Candidates will be asked to provide relevant

original documents prior to an offer of employment being made. Any offer of employment will only be made when the organisation is satisfied that the candidate is the rightful holder of the documents and is legally eligible for employment within the United Kingdom.

Medical Examination: Any offer of employment is conditional upon a satisfactory medical report from the Occupational Health Department. You may be offered employment conditional on confirmation that you are medically fit for employment. A commencement date for employment will only be agreed following this confirmation.

Rehabilitation of This post is not exempt from the provision of Offenders Act: Section 4(2) of the Rehabilitation of Offenders Act 1974 (Exemptions)

Order 1975.

References: Two satisfactory written references must be obtained prior to any offer of employment being made. These should include current and previous employers as requested in the job application form. This is in line with our Recruitment and Selection Policy.

Informal Enquiries: Informal enquiries are welcomed by Jackie Kennedy, Retail Business Manager, who can be contacted on 01292 269200.

Closing Date: Your completed application form should be submitted to:-

Administration DepartmentAyrshire Hospice35 Racecourse RoadAYRKA7 2TG

Or emailed to admin@ayrshirehospice.org

By: Friday 12th January 2018

JOB DESCRIPTION

1. JOB IDENTIFICATION

Job Title: Shop ManagerResponsible to: Retail Business Manager

Department(s): Retail

Directorate: Finance & Fundraising

No of Job Holders: 10

Last Update: Dec 2017

2. JOB PURPOSE

To undertake the day to day management of all retail and trading activities within a Hospice charity shop and occasionally the warehouse receiving and processing a wide range of donated goods for onward re-sale within the commercial shop retail environment.

To achieve maximum sales revenue through careful selection of goods and prices and effective merchandising of goods in-store.

To lead a team of volunteer staff, some of whom may be under the age of 16 or vulnerable adults, in the delivery and management of a professional shop retail function. This will incorporate responsibility for managing a staffing rota, volunteer training and the supervision, support and motivation of volunteers in their day to day duties.

3. DIMENSIONSDirectly manages retail trading activities, generating income of approx. £50,000 - £200,000.

Work with all sections of the general public and local community using a wide range of skills including communication, administration, and promotion to ensure a strong positive public image of the Hospice is maintained.

Oversee and supervise a team of approximately 20 – 30 volunteers in all aspects of shop retail activities.

Responsible for ensuring that the shop and warehouse environment meets all relevant Health & Safety standards and complies with fire regulations.

4. ORGANISATIONAL POSITION

Director of Finance&

Income Generation

Finance Manager

Finance Team

Head of Fundraising

Fundraising Team

Head of Communications Retail Business

Manager

Senior Fundraising Officer

Shop Managers including Relief x 12

Warehouse x 2

5. ROLE OF ORGANISATION

The Ayrshire Hospice is an experienced source of outstanding quality care and services which helps those with any life limiting illness. Care is provided where there is no cure for the condition, but which improves the quality of each day for people who have a limited time to live.

Our Vision

We will reach and improve the lives of everyone in Ayrshire affected by life limiting illness

Our Purpose

The Ayrshire Hospice, working together with others, will reach and improve the lives of everyone in Ayrshire affected by life limiting illness by delivering exceptional care.

Our commitment

In putting people at the heart of everything we do, we will work together to:

• Support every person as a unique and valued individual• Respect the dignity of everyone• Listen to and respect the wishes of people

In striving to be exceptional in every aspect of our services, we will:

• Provide a safe, comfortable, caring environment• Develop and provide high quality services that are underpinned by audit and research• Demonstrate clinical, financial and organisational excellence• Work to achieve financial sustainability• Deliver effective leadership and management throughout the organisation• Ensure we have the right number of people with the right skills in the right place at the

right time

In building relationships, we will:

• Listen to, respect and value the contribution of everyone• Work together to improve all of our services• Extend our collaboration with external partners

6. KEY RESULT AREAS1. Manage and co-ordinate all aspects of merchandising of donated goods within the shop and

occasionally the warehouse. Manage the categorisation, preparation and presentation of goods to achieve an effective standard of merchandising. Prepare and execute effective in-

store and window displays to promote key goods and products.

2. Co-ordinate the processing of received donated goods ensuring effective quality control procedures are implemented in the sorting, selection and presentation of goods. Support volunteer staff in the application of quality control procedures in line with Hospice retailing guidelines.

3. Administer effective stock control of donated goods to ensure demand for key stock lines is met. Review and assess directly donated local stock on an on-going basis, liaising with the central distribution and warehouse to request supplementary stock as required.

4. Apply Hospice retailing pricing guidelines to optimal effect to help maximise income from available stock. Develop and undertake in-store promotions to improve sales levels and sales income. Monitor and report on progress against agreed shop sales target.

5. Review all incoming donated goods to identify potential specialist or ‘high value’ items. Liaise with Retail Business Manager to select alternative sales avenues/routes for these goods in order to generate increased revenue & return. Alternative sales markets will include auctions, EBay and onward sale to specialist retailers.

6. Undertake cashier role in the collection, recording, receipting and safeguarding of all incoming cash to the shop. Maintain a comprehensive record of all financial transactions retaining supporting paperwork and documentation as appropriate. Organise relevant secure cash transit and/or storage facilities as required, ensuring compliance with Hospice cash security procedures. Administer the shop petty cash system recording and monitoring all vouched expenses and preparing and submitting petty cash reimbursement claims for submission to finance department.

7. Train volunteer staff in all aspects of their work, including cash handling, customer service, manual handling, store promotion, pricing policy, display, merchandising and all relevant health & safety best practice.

8. Co-ordinate the input of volunteer staff in shop trading activities, ensuring appropriate manpower resources (paid & voluntary) are available to effectively support and execute each day’s trading. Determine work priorities for supporting volunteer staff and delegate work and tasks to volunteers as appropriate.

9. Work with the Retail Business Manager and Facilities Manager to ensure that the shop working environment is safe for staff, volunteers and the general public. Ensure compliance with all relevant Health & Safety requirements including completing risk assessments and fire safety reviews.

10. Undertake warehouse duties as required to support the warehouse operation. This may include lone working and therefore you must adhere to Lone worker policy and comply with all procedures implemented for this lone worker post.

7a. EQUIPMENT AND MACHINERY

The main piece of equipment used is an electronic cash register. The cash register is used to process all cash receipts from shop sales, to aid in financial control of monies and to provide analysis of shop sales by category to inform stock control and sales promotions.

A personal computer is used to operate spreadsheet software for the recording of financial information. Through the use of e-mail software and systems, the PC is also used as a key communication tool.

A manual trolley, mobile hanging rail and safety steps will be used to support the safe moving and handling of goods around the shop premises.

7b. SYSTEMS

A manual volunteer staff database and rota system will be used to co-ordinate volunteer availability with staffing resource requirements for the shop.

A petty cash system will be maintained to meet day to day small operational expenses of the shop. A manual petty cash system is administered recording and monitoring all vouched expenses and preparing and submitting petty cash reimbursement claims for submission to finance department.

Use of Microsoft Word is required to produce correspondence and reports. Use of Microsoft Excel is required to produce spreadsheets that contain financial analysis and statistics to meet reporting requirements.

Daily use of Microsoft Outlook for communicating with Hospice colleagues and to distribute shops information and reports.

8. ASSIGNMENT AND REVIEW OF WORK

The post-holder is expected to manage their workload within agreed policies and to specific timescales set by the Retail Manager as well as team/departmental deadlines. This will require the post holder to plan and prioritise their workload taking into account project timelines and demands of the daily operations of the shop and warehouse.

The post holder has delegated responsibility and scope within their directly managed retailing activities to use their personal initiative across a range of tasks at various levels e.g. Sourcing donated goods, composition and distribution of promotional material, stock control etc.

The post holder in co-ordinating the retail operation of the shop will determine work priorities for supporting volunteer staff and delegate work and tasks to volunteers as appropriate.The post holder meets and reports to the Retail Business Manager on a regular basis, giving verbal, written or spreadsheet reports. Annual performance objectives will be agreed with the Retail Business Manager and progress against these will be reviewed on a bi-annual basis.

9. DECISIONS AND JUDGEMENTS

The post-holder has discretion to determine the order in which tasks will be completed to ensure that all relevant shop retail timelines and deadlines are met.

The post holder will identify problems and resolve them in a professional manner where possible, without recourse to the Retail Business Manager and will follow Hospice and departmental policies and procedures with minimal supervision. The post-holder will also respond to requests and enquiries from the general public, supporters and donors in relation to the retailing operation of the shop and receipt of donated goods.

The post holder will make a range of decisions and judgements in relation to managed retailing activities, processing donated goods, composition and distribution of promotional material, stock control, managing cash & banking and allocating work to volunteers.

10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB

The breadth and complexity of the work streams and retailing activities the post holder has responsibility for requires concentrated effort to execute and deliver tasks and trading to a high quality and professional standard. Managing the receipt, sorting and processing of fluctuating volumes of donated goods whilst maintaining and organising appropriate stock levels for the shop will be a particular challenge.

The on-going recruitment, training and motivation of a team of volunteer staff attached to the shop. Supporting volunteers to understand and adhere to Hospice retail and organisational policies and procedures. Maintaining a good working relationship with all volunteers to support a team-working approach across the staff team and aid in volunteer staff retention.

Lone working.

11. COMMUNICATIONS AND RELATIONSHIPS

The main internal contacts for the post holder out-with the Department are:

Volunteers to consider and discuss the roles and requirements of volunteering input to the shop

Volunteer Development Adviser in the management of volunteers, dealing with recruitment, induction and training of new volunteers and the retirement of existing volunteers.

The main external contacts for the post holder are:

General public and local community groups to engender support for the Hospice and encourage to donate goods or undertake voluntary work

Other service providers and organisations within the community to establish good working relationships and aid promotion of the Hospice

Suppliers and contractors to sell ‘rags’ stock and sell or auction specialist/valuable items received via donated goods

12. PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB

PHYSICAL EFFORT/SKILLSStandard keyboard skills are necessary to enable the post holder to operate the personal computer.

Lifting and handling light to medium loads in the shop when setting up and dismantling displays, sorting donated goods and transferring stock.

MENTAL EFFORT/SKILLSPeriods of intense concentration are required by the post holder to enable them to analyse financial information and to undertake all cash handling and banking accurately, often working to tight deadlines.

Workflows are interrupted on a regular basis through both telephone contact and responding to unplanned requests, which will necessitate the post holder to switch between tasks.

Focused concentration, compassion and interest required when communicating with and responding to members of the public.

EMOTIONAL EFFORT/SKILLSThe post holder will communicate and build positive relationships on a regular basis with all members of the public purchasing from the shop and making donations, recognising and affirming them as key supporters of the Hospice.

Provides input and support in resolving conflict situations involving upset/angry customers or members of the public, ranging from frequent and of a minor nature to occasional and of a more serious nature.

WORKING CONDITIONSThe post holder will regularly undertake the sorting and processing of donated goods. This will involve regular exposure to handling of unhygienic and insanitary items together with occasional exposure to hazardous materials.

Sorting of donated goods is undertaken within a confined space.Possible “Lone Working” requirement, specifically within the warehouse

13. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB

The post requires practical knowledge, skills and experience of retail management processes and practices, staff management, customer service and direct sales. This will be supplemented with basic knowledge and skills in administration management, marketing and financial processes including cash handling & management. Practical knowledge, skills and experience will normally be obtained through direct previous experience in a retail management or customer service focussed role within a small to medium enterprise. Specific experience within a voluntary sector role and charity shop environment is desirable.

The technical skills and knowledge required will usually be obtained by holding an SVQ II qualification (or equivalent) in Retail Skills. A working knowledge and understanding of consumer trading standards legislation and regulations is desirable.

Previous experience in dealing with face to face contact with customers and the development of positive customer relationships is essential. Skills and experience in customer service and customer relationship management will normally be obtained through direct experience in either a customer account management or retail customer service role.

The post holder must be skilled in managing, developing and motivating a range of staff and have demonstrable management experience and ability to co-ordinate a busy team.

Proficiency in a range of computer applications, particularly databases, e-mail and word processing is also required.

14. JOB DESCRIPTION AGREEMENT

A separate job description will need to be signed off by each jobholder to whom the job description applies.

Job Holder’s Signature:

Head of Department Signature:

Date:

Date:

JOB DESCRIPTION

2. JOB IDENTIFICATION

Job Title: Relief Shop Manager

Responsible to: Retail Business Manager

Department(s): Fundraising

Directorate: Finance & Fundraising

No of Job Holders: 1

Last Update: December 2017

2. JOB PURPOSETo provide cover for Manager posts across all Hospice shops and warehousing during periods of absence of the Manager due to planned leave e.g. annual leave or unplanned leave e.g. sickness absence.

To undertake the day to day management of all retail and trading activities within a Hospice charity shop and warehouse in the absence of the Manager, receiving and processing a wide range of donated goods for onward re-sale within the commercial shop retail environment.

To provide temporary leadership of volunteer staff in the delivery and management of a professional shop retail function. This will incorporate responsibility for maintaining a staffing rota, volunteer training and the supervision, support and motivation of volunteers in their day to day duties.

3. DIMENSIONSProvides cover for Manager posts across all Hospice shops throughout North, South and East Ayrshire covering a wide geographical area which requires extensive travelling on an on-going basis. Providing cover at our warehouse when required.

Directly manages retail trading activities. Oversees and supervises a team of approximately 20 – 30 volunteers in all aspects of shop retail activities.

Work with all sections of the general public and local community using a wide range of skills including communication, administration, and promotion to ensure a strong positive public image of the Hospice is maintained.Responsible for ensuring that the shop and warehouse environments meet all relevant Health &

Safety standards and comply with fire regulations.

4. ORGANISATIONAL POSITION

Director of Finance & Income Generation

Corporate & Management Accountant

Finance Team

Fundraising Manager

Fundraising Team

Retail Business Manager

Shop Manager

(x10)

Relief Shop Manager

THIS POST

0.8 WTE

Area Distribution Centre & Shop Manager

1.0 WTE

Driver & Warehouse Assistant

1.87 WTE

5. ROLE OF ORGANISATIONThe Ayrshire Hospice is an experienced source of outstanding quality care and services which helps those with any life limiting illness. Care is provided where there is no cure for the condition, but which improves the quality of each day for people who have a limited time to live.

Our Vision

We will reach and improve the lives of everyone in Ayrshire affected by life limiting illness

Our Purpose

The Ayrshire Hospice, working together with others, will reach and improve the lives of everyone in Ayrshire affected by life limiting illness by delivering exceptional care.

Our commitment

In putting people at the heart of everything we do, we will work together to:

• Support every person as a unique and valued individual• Respect the dignity of everyone• Listen to and respect the wishes of people

In striving to be exceptional in every aspect of our services, we will:

• Provide a safe, comfortable, caring environment• Develop and provide high quality services that are underpinned by audit and research• Demonstrate clinical, financial and organisational excellence• Work to achieve financial sustainability• Deliver effective leadership and management throughout the organisation• Ensure we have the right number of people with the right skills in the right place at the

right time

In building relationships, we will:

• Listen to, respect and value the contribution of everyone• Work together to improve all of our services• Extend our collaboration with external partners

6. KEY RESULT AREAS

1. Manage and co-ordinate all aspects of merchandising of donated goods within each shop and warehouse. Manage the categorisation, preparation and presentation of goods to achieve an effective standard of merchandising. Prepare and execute effective in-store and window displays to promote key goods and products.

2. Co-ordinate the processing of received donated goods ensuring effective quality control procedures are implemented in the sorting, selection and presentation of goods. Support volunteer staff in the application of quality control procedures in line with Hospice retailing guidelines.

3. Administer effective stock control of donated goods to ensure demand for key stock lines is met. Review and assess directly donated local stock on an on-going basis, liaising with the central distribution and warehouse to request supplementary stock as required.

4. Apply Hospice retailing pricing guidelines to optimal effect to help maximise income from available stock. Develop and undertake own in-store promotions and implement designated area-wide Hospice shop promotions to improve sales levels and sales income.

5. Establish a culture of excellent customer care within the shop, training and supporting volunteer staff to develop positive and professional relationships with customers and deal effectively with any customer concerns or complaints. Ensure a high standard of donor acknowledgement and affirmation is also achieved to aid in securing repeat donations.

6. Administer the Electronic Point of Sale (EPOS) till system to ensure that it is operated effectively and accurately by all shop sales assistants (paid & voluntary). Ensure details of all relevant donated goods are entered into the system for stock control purposes and all sales are processed in line with shop till procedures to achieve agreed data capture.

7. Review all incoming donated goods to identify potential specialist or ‘high value’ items. Liaise with Retail Business Manager to select alternative sales avenues/routes for these goods in order to generate increased revenue & return. Alternative sales markets will include auctions, EBay and onward sale to specialist retailers.

8. Undertake cashier role in the collection, recording, receipting and safeguarding of all incoming cash to the shop. Maintain a comprehensive record of all financial transactions retaining supporting paperwork and documentation as appropriate. Prepare all shop takings and other cash income for banking on a daily basis. Organise relevant secure cash transit and/or storage facilities as required, ensuring compliance with Hospice cash security procedures. Administer the shop petty cash system recording and monitoring all vouched expenses and preparing and submitting petty cash reimbursement claims for submission to finance department.

9. Manage and oversee the systems and processes to enable the recovery of gift aid income from the sale of donated goods. Ensure that eligible amounts claimed under the gift aid scheme are maximised and that appropriate supporting records and documentary evidence is maintained in line with scheme requirements.

10. Train volunteer staff in all aspects of their work, including cash handling, customer service, manual handling, store promotion, pricing policy, display, merchandising and all relevant health & safety best practice. Ensure all relevant Hospice human resource policies and procedures are followed in the day to day management of volunteer staff.

11. Manage and co-ordinate the input of volunteer staff to shop trading activities, ensuring appropriate manpower resources (paid & voluntary) are available to effectively support and execute each day’s trading. Determine work priorities for supporting volunteer staff and delegate work and tasks to volunteers as appropriate.

12. Work with the Retail Business Manager and Facilities Manager to ensure that the shop working environment is safe for staff, volunteers and the general public. Ensure compliance with all relevant Health & Safety requirements including completing risk assessments and fire safety reviews. Achieve and maintain high standards of housekeeping, organisation and cleanliness throughout the shop premises.

13. Under take warehouse duties as required to support warehouse operation. This may be lone working and therefore you must adhere to Lone worker policy and comply with all procedures implemented for this lone worker post.

7a. EQUIPMENT AND MACHINERY

The main piece of equipment used is an electronic point of sale system (EPOS). The EPOS is used to manage stock control of all donated goods, process all cash receipts from shop sales, aid in financial control of monies, process gift aid claims and to provide analysis of shop sales by category to inform stock control and sales promotions.

A personal computer is used to operate spreadsheet software for the recording of financial information. Through the use of e-mail software and systems, the PC is also used as a key communication tool.

A manual trolley, mobile hanging rail and safety steps will be used to support the safe moving and handling of goods around the shop and warehouse premises.

7b. SYSTEMS

A manual volunteer staff database and rota system will be used to co-ordinate volunteer availability with staffing resource requirements for the shop.

A petty cash system will be maintained to meet day to day small operational expenses of the shop. A manual petty cash system is administered recording and monitoring all vouched expenses and preparing and submitting petty cash reimbursement claims for submission to finance department.

Use of Microsoft Word is required to produce correspondence and reports. Use of Microsoft Excel is required to produce spreadsheets that contain financial analysis and statistics to meet reporting requirements.

Daily use of Microsoft Outlook for communicating with Hospice colleagues and to distribute shops information and reports.

8. ASSIGNMENT AND REVIEW OF WORK

The scheduling and allocation of the Relief Manager’s cover for the Hospice Shop Managers will be undertaken by the Retail Business Manager. All planned relief manager cover required will be communicated to the post-holder as far in advance as possible. Assigned cover and work may however require to be changed by the Retail Business Manager at short notice as a result of re-prioritised needs to provide unplanned cover. The post-holder will therefore require switching tasks and changing shop locations/base at short notice.

The post-holder is expected to manage their workload within agreed policies and to specific timescales set by the Retail Business Manager. This will require the post holder to plan and prioritise their workload taking into account their scheduled relief cover input and the differing demands of the daily operations of each shop.

The post holder has delegated responsibility and scope within their directly managed retailing activities to use their personal initiative across a range of tasks at various levels e.g. sourcing donated goods, composition and distribution of promotional material, stock control etc

The post holder in co-ordinating the retail operation of the shop and warehouse will determine work priorities for supporting volunteer staff and delegate work and tasks to volunteers as appropriate.

The post holder meets and reports to the Retail Business Manager on a regular basis, giving verbal, written or spreadsheet reports. Annual performance objectives will be agreed with the Retail Business Manager and progress against these will be reviewed on a bi-annual basis.

9. DECISIONS AND JUDGEMENTS

The post-holder has discretion to determine the order in which tasks will be completed to ensure that all relevant shop retail timelines and deadlines are met.

The post holder will identify problems and resolve them in a professional manner where possible, without recourse to the Retail Business Manager and will follow Hospice and departmental policies and procedures with minimal supervision. The post-holder will also respond to requests and enquiries from the general public, supporters and donors in relation to the retailing operation of the shop and receipt of donated goods.

The post holder will make a range of decisions and judgements in relation to managed retailing activities, processing donated goods, composition and distribution of promotional material, stock control, managing cash & banking and allocating work to volunteers.

10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB

The requirement to provide temporary management input at each Hospice shop and respond effectively to the differing retailing and staff management needs and challenges of each shop.

The motivation and management of a team of volunteer staff attached to the shop where working relationships are not as well developed due to the temporary nature and input of the relief manager post. Maintaining a good working relationship with all volunteers to support a team-working approach across the staff team and aid in volunteer staff retention.

Supporting volunteers to understand and adhere to Hospice retail and organisational policies and procedures.

Lone working.

11. COMMUNICATIONS AND RELATIONSHIPS

The main internal contacts for the post holder out-with the Department are:

Volunteers to consider and discuss the roles and requirements of volunteering input to the shop

Organisational and People Development Team in the management of volunteers, dealing with recruitment, induction and training of new volunteers and the retirement of existing volunteers

Hospice Staff

The main external contacts for the post holder are:

General public and local community groups to engender support for the Hospice and encourage to donate goods or undertake voluntary work

Other service providers and organisations within the community to establish good working relationships and aid promotion of the Hospice

Suppliers and contractors to sell ‘rags’ stock and sell or auction specialist/valuable items received via donated goods

12. PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB

PHYSICAL EFFORT/SKILLSStandard keyboard skills are necessary to enable the post holder to operate the personal computer.

Lifting and handling light to medium loads in the shop and warehouse when setting up and dismantling displays, sorting donated goods and transferring stock.

The nature of the post will require the post holder to travel to their temporary place of work at each scheduled Hospice shop where they are providing cover. Hospice shops are located widely across Ayrshire and long periods will therefore be spent travelling/driving to/from the designated base each day.

MENTAL EFFORT/SKILLSPeriods of intense concentration are required by the post holder to enable them to analyse financial information and to undertake all cash handling and banking accurately, often working to tight deadlines.

Workflows are interrupted on a regular basis through both telephone contact and responding to unplanned requests, which will necessitate the post holder to switch between tasks.

Focused concentration, compassion and interest required when communicating with and responding to members of the public.

EMOTIONAL EFFORT/SKILLSThe post holder will communicate and build positive relationships on a regular basis with all members of the public purchasing from the shop and making donations, recognising and affirming them as key supporters of the Hospice.

Provides input and support in resolving conflict situations involving upset/angry customers or members of the public, ranging from frequent and of a minor nature to occasional and of a more serious nature.

WORKING CONDITIONSThe post holder will regularly undertake the sorting and processing of donated goods. This will involve regular exposure to handling of unhygienic and insanitary items together with occasional exposure to hazardous materials.

Sorting of donated goods is undertaken within a confined space.Possible “Lone Worker” requirement – specifically within the warehouse

13. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB

Essential SVQ II qualification or equivalent in Retail Skills or equivalent retail experience. Previous experience in a retail management or customer service focused role within a

small to medium enterprise. Experience in dealing with face to face contact with customers and the development of

positive customer relationships. Knowledge of retail management processes and practices, staff management, customer

service and direct sales. Basic knowledge and skills in administration management, marketing and financial

processes including cash handling & management Skilled in managing, developing and motivating a range of staff and have demonstrable

management experience and ability to co-ordinate a busy team. Proficiency in a range of computer applications, particularly databases, e: mail and word

processing. Hold a full & clean driving license and have the ability to provide own transport.

Desirable A working knowledge and understanding of consumer trading standards legislation and

regulations Specific experience within a voluntary sector role and charity shop environment Having an awareness of market trends and monitoring our competitors Knowledge of retail Gift aid and experience in sales analysis and sales floor layout and

linear footage.

14. JOB DESCRIPTION AGREEMENT

A separate job description will need to be signed off by each jobholder to whom the job description applies.

Job Holder’s Signature:

Head of Department Signature:

Date

Date:

Please indicate clearly on your application form which post you wish to apply for:

Shop Manager – Kilmarnock

Shop Manager – Prestwick

Relief Shop Manager

If you wish to apply for multiple posts, complete one application and mark clearly which posts you wish to be considered for.

EMPLOYMENT APPLICATION FORM(All areas of this form must be fully completed or you will not be shortlisted)

Application for the post of:

Location:Where did you see the post advertised?

FAIR TREATMENT STATEMENTNo Ayrshire Hospice employee or applicant will be unfairly discriminated against. We are particularly alert to eliminating discrimination on account of age, cultural/religious/political belief, disability, ethnicity, gender, race, relationship status, sexual orientation, and/or Trade Union membership or stewardship.

PERSONAL DETAILSTitle: Home Tel:Surname: Mobile Tel:Forename: E:mail Address:Address: Do you hold a full current driving licence?

Yes / No *Postcode:

DISABILITYThe Disability Discrimination Act 1995 and Amended Regulations 2005, defines disability as follows: “any physical or mental impairment which has a substantial adverse effect on a person’s ability to carry out normal day to day activities”. The Ayrshire Hospice is “Positive about Disabled People” and as such we provide job opportunities for disabled people. The Ayrshire Hospice operates a Job Interview Guarantee (JIG), which means that if you have a disability, and meet the minimum criteria outlined within the person specification, you will be guaranteed an interview. However, some disabled people prefer not to take this option, so please tick your preference if you are a disabled candidate.

Do you want to participate in the guarantee Scheme? Yes / No *

Please specify any special requirements you require if attending for interview, e.g. Induction Loop, Wheelchair Access, etc.

ADDITIONAL INFORMATIONDo you need a work permit to take up this post? Yes / No *Are you eligible to work in the UK? Yes / No *Driving Licence (see Job Description – only complete if a driving licence is essential) Yes / No *

Are you a current PVG member? Yes / No*

Job Reference Number: AH/52/17 (Office Use Only)

Applicant Ref No:(Office Use Only)

APPLICATION FOR EMPLOYMENT

IN CONFIDENCE

PRESENT POST(If not employed at present, give details of most recent post, including dates)

Post Title:

Grade:Name of Employer:

Address:

Business Tel No.: Can we contact you at work? Yes / No *

Date Appointed: (DD/MM/YY)Date Left (If Applicable):(DD/MM/YY)Period of Notice:

Summary of Duties: Please describe the main duties and responsibilities of your post (continue on a separate sheet if necessary).

Job Reference Number: AH/52/17 (Office Use Only)

Applicant Ref No:(Office Use Only)

Job Reference Number: AH/52/17 (Office Use Only)

Applicant Ref No:(Office Use Only)

QUALIFICATIONS CURRENTLYSTUDYING OR WORKING TOWARDS

Subject Type of Qualificationeg. Standard Grade, GCSE, Higher, BSc Grade Achieved

PROFESSIONAL QUALIFICATIONSProfessional Body Qualifications

PROFESSIONAL BODY REGISTRATION / MEMBER DETAILSRegistering Body:Registration/PIN Number: Job Reference Number: AH/52/17 (Office Use Only)

Applicant Ref No:(Office Use Only)

QUALIFICATIONS ACHIEVED

Subject Type of Qualificationeg. Standard Grade, GCSE, Higher, BSc Grade Achieved

NMC Register Part:Date of Expiry:

Job Reference Number: AH/52/17 (Office Use Only)

Applicant Ref No:(Office Use Only)

EMPLOYMENT HISTORY(Please list all previous posts, beginning with the most recent. Continue on a separate sheet

if necessary)

Post Title Employers Name/AddressDate From

Date To Reason for Leaving

Job Reference Number: AH/52/17 (Office Use Only)

Applicant Ref No:(Office Use Only)

Job Reference Number: AH/52/17 (Office Use Only)

Applicant Ref No:(Office Use Only)

ADDITIONAL STATEMENT(Please state why you are applying for this post and provide any additional information in support of your application. Continue on a separate sheet if necessary)

Job Reference Number: AH/52/17 (Office Use Only)

Applicant Ref No:(Office Use Only)

Your referees will include your present (or most recent) employer. Please identify below the person in your organisation who is authorised to confirm your employment and the details given in your application. Please identify a second referee who may have closer knowledge of your skills, knowledge and abilities and who may offer opinion on your suitability for this post. You should not use family members or friends and these will not be accepted. Our pre-employment screening also includes, where appropriate, health and fitness for work, criminal records, qualifications and professional registration.

Name: Name:Address: Address:

Post Code: Post Code:Tel No: Tel No:E:mail Address: E:mail Address:Designation: Designation:Can this referee be contacted prior to interview?

Yes / No *

Can this referee be contacted prior to interview?

Yes / No *

DECLARATIONPlease read and sign the following statement:-

- I have completed this application form and the details I have supplied are, to the best of my knowledge, true and complete;

-- I understand that if appointed to this post the information on this form will be kept as part of my

personal file record;- I authorise you to obtain references to support this application if I am selected for interview;- I understand that details of educational qualifications, membership of professional bodies and referee

reports may be verified through the establishments and individuals I have indicated;- I consent to my details being kept confidentially and used for specific and lawful purposes as specified

in the Data Protection Act 1998;- I declare that I have no previous convictions, or have identified any I have above.

Signed……………………………………………….…

Date ……./……/……

Job Reference Number: AH/52/17 (Office Use Only)

Applicant Ref No:(Office Use Only)

REFERENCES

The Ayrshire HospicePerson Specification & Interview Rating Form

Post Title Shop Manager A = ExcellentCandidates Name: B = SatisfactoryPost Ref No: AH/52/17 C = Unsatisfactory

Selection Factors(Person Specification)

Criteria Interview Panel Comments Rating

QUALIFICATIONS & TRAINING

Essential SVQ II qualification (or equivalent) in Retail Skills

Desirable A working knowledge and understanding of consumer trading standards legislation and regulations

EXPERIENCE Essential Previous experience in a retail management or customer service focused role within a small to medium enterprise.Experience in dealing with face to face contact with customers and the development of positive customer relationships.

Desirable Specific experience within a voluntary sector role and charity shop environment

KNOWLEDGE Essential Knowledge of retail management processes and practices, staff management, customer service and direct sales.

Basic knowledge and skills in administration management, marketing and financial processes including cash handling & management.

Desirable

COMPETENCIES & SKILLS

Essential Skilled in managing, developing and motivating a range of staff and have demonstrable management experience and ability to co-ordinate a busy team.

Proficiency in a range of computer applications, particularly databases, e:mail and

word processing.Desirable

PERSONAL CHARACTERISTICS AND OTHER

Essential Hold a full & clean driving licence and have the ability to provide own transport.

Desirable

Equal Opportunities Monitoring Form

We are committed to ensuring that all job applicants and members of staff are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. This form is intended to help us maintain equal opportunities best practice and identify barriers to workforce equality and diversity.

Please complete this form and return it with your application. The form will be separated from your application on receipt. The information on this form will be used for monitoring purposes only and will play no part in the recruitment process.

All questions are optional. You are not obliged to answer any of these questions but the more information you supply, the more effective our monitoring will be. All information supplied will be treated in the strictest confidence.

Thank you for your assistance.

ABOUT THE VACANCY

Please state which job you have applied for and the closing date given for applications.

Job applied for: ...................................................

Reference Number: ...................................................

Where did you hear about this job (please tick)?

Newspaper (please specify)

Friend Recruitment company

.......................................

Hospice website

Other (please specify)

......................

GENDER

What is your gender (please tick)?

MaleFemalePrefer not to say

(If you are undergoing gender reassignment, please use the gender identity you intend to acquire.)

GENDER IDENTITY

Do you identify as transgender/transsexual?

YesNoPrefer not to say

ETHNIC GROUP

How would you describe your nationality and/or ethnicity (please tick)?

AWhite:

BMixed race:

CAsian or Asian British:

British - English, Scottish or Welsh

White and Black Caribbean

Indian

Irish White and Black African

Pakistani

Other White background

White and Asian Bangladeshi

Other Mixed background

Other Asian background

DBlack or Black British:

EChinese and other groups:

Caribbean Chinese Prefer not to say

African Other ethnic group

Other Black background

Marital Status

Single

Married

Prefer not to say

Other (please specify)

………………………………………………………………………

AGE

What is your age (please tick)?

16–17

18–21

22–30

31–40

41–50

51–60

61–65

66–70

71+ Prefer not to say

SEXUAL ORIENTATION

How would you describe your sexual orientation (please tick)?

Heterosexual / straight

Bisexual Prefer not to say

Gay man Gay woman / lesbian

RELIGION OR BELIEF

Please describe your religion or other strongly-held belief.

I would describe my religion or belief as: .................................................

I have no particular religion or belief

Prefer not to say

DISABILITY

The Equality Act 2010 defines a disability as a "physical or mental impairment which has a substantial and long-term adverse effect on a person's ability to carry out normal day-to-day activities". An effect is long-term if it has lasted, or is likely to last, more than 12 months. Do you consider that you have a disability under the Equality Act (please tick)?

Yes No

Used to have a disability but have now recovered

Don't know

Prefer not to say