Download equal opportunities - St Joseph`s Hospice

ST JOSEPH’S HOSPICE
Head of Retail
BAND:
7
REPORTS TO:
Director of Fundraising and Engagement
ACCOUNTABLE TO:
Director of Fundraising and Engagement
RESPONSIBLE FOR:
Retail Volunteers – and shop staff if agreed in business cases for new
shops.
JOB PURPOSE
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Responsible for developing and implementing the trading strategy which aims to significantly
grow trading income
Responsible for managing all hospice trading operations including jumble sales, shop/café,
Christmas cards.
Identifying and implementing improvements to streamline costs, increase income and grow
profits.
Scope and develop business and implementation plans for new trading opportunities including
shops and online trading.
Deliver an excellent customer service which follows the hospice mission and core values
Promote the trading operation within the Hospice and community
Ensure compliance with all relevant regulations
BACKGROUND INFORMATION
St. Joseph’s Hospice is a charity established in 1905 by the Religious Sisters of Charity to offer
patients diagnosed with a life limiting illness a range of care and professional advisory services. It
currently provides high quality palliative and end of life care to a significant and growing number of
people living in East London and beyond. It employs a large team of clinical staff, including medical
practitioners who work across community, in-patient and out-patient services delivering individualised,
responsive and holistic support to patients and their families/carers.
Unusually for a hospice, we currently do not have any charity shops which would contribute to the
income for the organisation. Instead, we have an area of the hospice which stores donated items and
approximately once a quarter, a ‘jumble sale’ is organised by the Community Fundraiser which usually
yields around £9,000 on the day and an additional £6,000 in sales to dealers. A proportion of stock is
‘ragged’. We also have a very small ad hoc eBay operation which is operated by a volunteer.
Additionally, we have a small café and shop in the Reception Area which primarily acts as a service to
patients, families, visitors and staff and we also sell a small line of Christmas cards which generates a
couple of thousand pounds of profit annually. The time and effort put in by the Community Fundraising
Team (who are not retailers) could be better spent fundraising – it is now time to separate trading
activities from the Fundraising staff and increase income from trading through improving our
processes and retail offers. This is the first retail-specific post for St Joseph’s Hospice and offers a
huge opportunity for someone to make trading and retail a significant income stream for St Joseph’s
Hospice.
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The first priority is reviewing all the current trading operations and where possible streamlining costs
and stock management processes. Second priority is to work with the Director of Fundraising and
Engagement to identify and scope new trading opportunities which will deliver significant income with
significant community profile with the Head of Retail taking responsibility for developing and
implementing any approved business plans.
KEY WORKING RELATIONSHIPS
Fundraising Team, Volunteers Services Team, hospice volunteers, Finance Team, Human Resources
Team, Facilities and Household Team, Reception Team.
External agencies include commercial estate agents, surveyors, contractors, solicitors, other hospice
retailing teams, dealers, recycling and rag traders, other local charity retailers.
DUTIES/RESPONSIBILITIES
Strategy and business planning
Work with the Director of Fundraising and Engagement in developing a 3-5 year retail strategy that
significantly drives trading income through existing trading outlets and scopes realistic business plans
for new trading opportunities. The trading strategy needs to be integrated with the fundraising and
engagement strategy.
Work with the Director of Fundraising and Engagement in developing detailed business plans for each
trading outlet (current and future).
Develop the jumble sale offer into more frequent or more specialised sales to deliver an increase in
income.
Monitor competitive activity, report findings and make recommendations to the Director of Fundraising
and Engagement.
Budgetary and financial management
Work with the Finance team to develop cohesive systems to ensure financial integrity and compliance
with all relevant finance and sector regulations and standards, including Gift Aid, VAT.
Work with the Director of Fundraising and Engagement in developing and managing the expenditure
budgets, annual business plan and income forecasts.
Develop performance criteria, setting targets and challenging KPIs for all trading operations, reporting
performance regularly to the Senior Management Team and Board of Trustees.
Ensure financial control through the monitoring and review of monthly management accounts to
ensure targets are met. Regularly review the effectiveness of the trading operations, through the
analysis of data to identify trends and variances to recommend and implement changes to maximise
profitability.
Set clear targets and motivate staff and volunteers to achieve them.
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Governance and compliance
Maintain up to date knowledge of charity law affecting retail and work with the Finance Team to ensure
the hospice is compliant on all issues relating to VAT, Gift Aid and trading laws.
Ensure all trading income is raised lawfully, with particular regard to data protection, Charity
Commission guidance, and Fundraising/Charity Retail Association codes of practice.
Ensure compliance with all relevant legislation including Trading Standards, Health and Safety, fire and
building regulations, Environmental Health and food safety laws, ensuring annual inspections and
training of all relevant staff and volunteers.
Operations (Operational Delivery)
To manage the day to day trading operations, acting as the line manager for all the staff and
volunteers
Work with the Head of Marketing and Communications to ensure all trading operations incorporate
organisational branding.
Manage relationships with major suppliers and contractors to ensure optimum value.
Responsible for reviewing and setting pricing and margins.
Manage and develop operational processes to maximise income, including implementation of an
improved stock management system,
Responsible for regularly reviewing existing suppliers.
Manage and develop a café and shop with profit-making mix of donated and bought in goods that
meet the needs of patients, families, staff, volunteers and the public.
Responsible for developing and implementing a buying and merchandising plan for the shop and café
which includes the product sourcing for both food and non-food products.
Responsible for regularly reviewing the recycling, rag and refuse operations, costs and income and
making changes where necessary.
Responsible for identifying the space needed to manage and process jumble stock, and eBay sales
stock/operations.
Responsible for managing the jumble sales, with assistance from the Fundraising Team on the day.
Responsible for liaising with the Fundraising Team to develop the Christmas card range and branded
items to expand the customer base. This includes jointly being responsible for the marketing,
purchasing and fulfilment of orders from supporters.
To contribute to the development of trading policies and processes; implement to give clear and
efficient operating guidelines for each of the trading formats.
To contribute to the sourcing of new premises, ‘pop-ups’ and co-ordinating and managing new trading
openings.
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People management
Responsible for motivating, training and developing a diverse team of paid and volunteer resource.
Responsible for the day to day management of the retail volunteers who support the retail operations
in order to deliver operational excellence, including the management of rotas.
With support from the Volunteer Services Team, manage the recruitment and development of the retail
volunteers, ensuring a high quality service and achievement of the trading targets.
Ensure all retail volunteers are aware of their responsibilities, the plans and targets for the retail
operations.
Ensure that all retail volunteers and relevant paid staff across the hospice receive the appropriate
hospice, health and safety and basic food handling training and be responsible for keeping accurate
records of attendance.
Work closely with the Fundraising, Marketing and Communications Team to ensure adherence to an
integrated income generation plan, agreed branding and key messages.
Communications and Relationship Building
Build strong relationships with all parts of the hospice, including clinical colleagues, to keep up to date
with hospice priorities and organisational needs.
Liaise with the PR Manager for any possible PR stories and communications about trading, supplying
regular stories.
Work with the Head of Marketing in order to develop a marketing plan for the retail operations.
Promote trading within the Hospice and the community to ensure that the trading team operate as
ambassadors for the Hospice, building support and understanding of all the trading formats.
Business Development
Responsible for researching and recommending to the Director of Fundraising and Engagement
potential retail and trading opportunities and outlets, working in conjunction with the external retail
consultant.
Responsible for working with the Finance Team and the Director of Fundraising and Engagement in
order to negotiate with agents, surveyors and solicitors to secure trading sites.
Responsible for setting up the new trading outlet from scratch, including liaising with retail outfitters,
facilities and maintenance teams.
Responsible for identifying, recruiting and developing the necessary volunteer teams to staff the retail
outlet.
Responsible for maintaining an up to date knowledge of the retail market and activities of other
charitable organisations to identify gaps in the market and new opportunities.
Maintain an awareness of national developments, latest techniques and best practice in relation to
trading in the charity sector.
Participate in developing networks with retailers from other organisations including hospices and other
charities as well as bodies such as the Charity Retail Association and Hospice UK.
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Customer Service
Responsible for ensuring a consistent and excellent level of customer service is maintained throughout
the retail operations, and that the hospice mission and core values are adhered to by all those
connected to the retail operations.
PERSONAL DEVELOPMENT
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Identify own learning and development needs in order to meet the key requirements of the
post
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Take responsibility for linking own development needs with the Hospice appraisal and
objective setting process
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Take responsibility for own continuing development by undertaking specific areas of
work/projects to develop new skills
Plus where appropriate
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Take responsibility for own professional development, including keeping up to date with
relevant professional and other developments in retail and trading at local and national levels
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Engage in supervision to support personal and professional development
EQUAL OPPORTUNITIES
Comply with and promote St Joseph’s Hospice Equal Opportunity Policy and avoid any behaviour which
discriminates against colleagues, potential employees, patients/clients or their families on the
grounds of sex, marital status, race, age, belief, colour, nationality, ethnic or national origins, religion,
disability, creed, class, gender or sexual orientation.
MISSION & CORE VALUES
All Hospice staff are expected to work in line with St Joseph’s Mission & Core Values as these precepts
act as a value base which directly influences how all work activities are undertaken. The ethos of the
Hospice should be apparent in the behaviours and attitudes of all employees as the work they
undertake, whether it is direct or indirect care is ultimately for the benefit of patients. The Mission and
Core Values are an integral part of all job descriptions, the probationary period and performance and
development reviews. (full details are attached)
HEALTH & SAFETY
Ensure a safe working environment and be aware of responsibilities under the Health & Safety at Work
Act, taking appropriate action in the event of an accident to patients, staff, self or any other person in
the work area.
St Joseph’s Hospice operates a no smoking policy.
THIS JOB DESCRIPTION WILL BE REVIEWED IN THE LIGHT OF CHANGING CIRCUMSTANCES AND MAY
INCLUDE OTHER DUTIES AND RESPONSIBILITIES, FOLLOWING DISCUSSION WITH JOB HOLDER AND
THEIR MANAGER
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MISSION STATEMENT OF ST. JOSEPH’S HOSPICE
Our Mission is:
1)
To treat each individual as unique
 Valuing them without distinction or judgement
 Respecting their culture
 Respecting their beliefs – be they religious or otherwise
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To enable all to reach their full potential until death
 Valuing what they have to offer
 Respecting the autonomy of the individual
 Encouraging them to participate in their own care, together with
their family and friends
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To confront the patient’s pain and distress whether physical, mental, social or spiritual
 Through close co-operation between all of the disciplines involved
in the care of the patient and family members
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To encourage openness and honesty when communicating with the patient and family
members
 By respecting the patient’s wish to question or remain silent
 By respecting the patient’s confidentiality at all times
5)
To create an atmosphere where healing can occur
 Through meeting the patient’s needs as a person
 Through accepting the terminal dimensions of the illness
 Through a holistic approach of care
6)
To show particular concern for staff at all levels
 Through consultation and participation in decision making
 Through staff support
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To be committed to education, research and an ethical approach to care
 Through the work of the Study Centre and Ethics Committee
 Ensuring that research projects are carried out when deemed appropriate
8)
To be committed to the development of palliative care
 Throughout the United Kingdom
 And further afield
9)
To participate actively in National Associations
 Of the various palliative care disciplines – medical, nursing, social work and chaplaincy
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CORE VALUES OF THE RELIGIOUS SISTERS OF CHARITY
RESPECT FOR HUMAN DIGNITY
We respect human dignity when we:
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Respect the sacredness of life
Care for the whole person
Demonstrate unity of purpose, while recognising individual differences
Value each person’s contribution
Act in a culturally appropriate manner
SERVICE / QUALITY
We provide service when we:
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Create an environment of welcome and hospitality
Promote quality care and excellence
Encourage and demonstrate team spirit
Recognise the value of individual initiatives and ideas
Show an openness to constructive criticism and feedback
CARE OF THE POOR AND VULNERABLE / ADVOCACY
We care for the poor and vulnerable when we:
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Listen attentively to identify unmet needs
Respond in a practical way to those in need
Collaborate with others to share resources
Create access to needed services
Provide basic resources for daily living to those in need
COMPASSION
We show compassion when we:
JUSTICE
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Act with understanding and sensitivity
Work cooperatively with others
Are available to those we serve and to each other
Respect and nurture the environment
We promote justice when we:
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Act with integrity
Respect the rights of others
Take responsibility for our actions
Preserve resources
Provide quality without extravagance
Demonstrate fairness in decision making
Affirm, celebrate and develop the gifts and talents of each person
Model justice in all aspects of business practice
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