Op Shop Supervisor

RSPCA ACT Limited; Sydney; On-site; AUD 39,000 - 52,000; Part time

Benefits offered by this job

8 weeks parental leave

Flexible working arrangements

Study leave

Leave for your furry companions

Counselling and mental health services

On-site parking

Exclusive staff discounts

Novated leases

50% off Royal Canin pet food

Free adoption options

Job summary

RSPCA Queensland is seeking an Op Shop Supervisor to lead a community-focused retail team at Paddington. The role emphasizes exceptional customer service, donor engagement, and delivering sales targets in a socially meaningful setting that supports animal welfare across Queensland.

The position requires hands-on leadership, coordinating volunteers, and overseeing stock, merchandising, and POS operations in a busy retail environment. Join a purpose-driven charity that values people and animals.

Qualifications

• Minimum 2 years' experience in a retail environment, including merchandising, stock management, and team supervision.
• Demonstrated ability to deliver exceptional customer service and create positive customer experiences.
• Strong sales capability, including upselling, cross-selling, and achieving sales targets.
• Knowledge of fashion brands, quality goods, and retail merchandising principles.
• Experience supervising, supporting, or coordinating staff and/or volunteers.

Responsibilities

• Deliver exceptional customer service and respond to customer enquiries both in-store and over the phone.
• Support store sales performance through effective selling techniques, including add-on and upselling opportunities.
• Assist with the planning and delivery of sales campaigns, promotions, and special events.
• Maintain high standards of merchandising, stock presentation, and store appearance.
• Build positive relationships with customers, donors, volunteers, and community stakeholders.
• Support and guide volunteers to ensure a positive and rewarding volunteer experience.
• Coordinate volunteer and staff rosters in the absence of the Store Manager.
• Operate point‑of‑sale systems and complete accurate cash handling, till reconciliation, and daily administrative duties.
• Maintain a safe, clean, and welcoming retail environment.
• Promote the broader work and mission of RSPCA Queensland within the local community.
• Monitor store performance and contribute to achieving sales and customer service targets.
• Assist with continuous improvement initiatives that enhance store operations and customer experience.

Skills

Customer service

Team supervision

Retail leadership

Upselling

Merchandising

Stock management

Cash handling

Communication

Organisational skills

Volunteer coordination

Not-for-profit experience

Tools

POS systems

Microsoft Office (Outlook, Teams, Word)

Job description

About RSPCA Queensland

For more than 140 years, RSPCA Queensland has been a leading animal welfare charity, dedicated to improving the lives of animals, whether domestic, farmed, or native. We care for over 42,000 animals annually, relying on the generosity of animal lovers like you to fund 91% of our life-changing services.

Our Purpose:

We exist for animals to live better lives.

About the Role

Are you a passionate retail professional who loves building community connections and creating exceptional customer experiences? Join our Op Shop team and help turn every sale, donation, and customer interaction into meaningful support for animal welfare across Queensland.

This is a part-time opportunity based in Paddington, offering the chance to combine your retail leadership experience with a purpose-driven role that directly contributes to improving the lives of animals.

If you enjoy a hands-on retail environment, thrive on building positive relationships, and are motivated by making a difference in your community, this could be a fantastic opportunity to join a team with purpose.

What We're Looking For

We're looking for an experienced retail professional who brings strong customer service skills, leadership capability, and a genuine passion for community engagement. You'll be someone who enjoys working with a diverse range of people and can confidently support both volunteers and customers in a fast-paced retail environment.

You’ll be organised, approachable, and solution‑focused, with the ability to balance operational priorities while maintaining a welcoming and inclusive atmosphere. You know how to motivate others, lead by example, and adapt to changing circumstances with professionalism and positivity.

You’ll enjoy working collaboratively while also being comfortable taking initiative and making decisions when required. Above all, you’ll be committed to creating a positive experience for customers, volunteers, and donors while supporting the important work of RSPCA Queensland.

What You'll Do

In this role, you will:

• Deliver exceptional customer service and respond to customer enquiries both in-store and over the phone.
• Support store sales performance through effective selling techniques, including add-on and upselling opportunities.
• Assist with the planning and delivery of sales campaigns, promotions, and special events.
• Maintain high standards of merchandising, stock presentation, and store appearance.
• Build positive relationships with customers, donors, volunteers, and community stakeholders.
• Support and guide volunteers to ensure a positive and rewarding volunteer experience.
• Coordinate volunteer and staff rosters in the absence of the Store Manager.
• Operate point‑of‑sale systems and complete accurate cash handling, till reconciliation, and daily administrative duties.
• Maintain a safe, clean, and welcoming retail environment.
• Promote the broader work and mission of RSPCA Queensland within the local community.
• Monitor store performance and contribute to achieving sales and customer service targets.
• Assist with continuous improvement initiatives that enhance store operations and customer experience.

What You'll Bring to the Role

• Minimum 2 years' experience in a retail environment, including merchandising, stock management, and team supervision.
• Demonstrated ability to deliver exceptional customer service and create positive customer experiences.
• Strong sales capability, including upselling, cross‑selling, and achieving sales targets.
• Knowledge of fashion brands, quality goods, and retail merchandising principles.
• Experience supervising, supporting, or coordinating staff and/or volunteers.
• Excellent communication and interpersonal skills, with the ability to build positive relationships with a broad range of stakeholders.
• Strong organisational skills with the ability to manage competing priorities and work effectively in a busy environment.
• Sound problem‑solving skills and the ability to remain calm and professional under pressure.
• Experience using point‑of‑sale systems and confidence with Microsoft Office applications, including Outlook, Teams, and Word.
• Strong attention to detail, particularly in cash handling and administrative processes.
• Ability to perform physical duties, including manual handling and lifting items up to 10kg.
• Experience working with volunteers or within the not‑for‑profit sector is highly regarded.
• A genuine commitment to animal welfare and alignment with RSPCA Queensland's purpose and values.

Why Join Us?

• Comprehensive Support: Enjoy 8 weeks of paid parental leave, flexible working arrangements, study leave, and even leave for your furry companions. We also provide access to counselling and mental health services.
• Employee Perks: From free on‑site parking to exclusive discounts, novated leases, and 50% off Royal Canin pet food, we've got you covered! You can also adopt a new furry friend with free adoption options.
• Professional Growth: Access expansive learning and development programs to help you elevate your career and skill set.
• Purpose‑Driven Impact: Be part of a mission‑driven organisation where every task makes a tangible difference to animal welfare.

At RSPCA Queensland, every role contributes to a better future for animals.

Make a Difference Every Day

This is more than a retail role. As an Op Shop Supervisor, you'll help create a welcoming community space where every purchase and donation contributes directly to animal welfare outcomes across Queensland. Join a supportive team where your leadership, customer focus, and passion for people can make a genuine impact.

Successful candidates will be required to undergo a Police Check for the safety and well‑being of the community, staff, and animals. A pre‑employment medical assessment may also be required.

RSPCA Queensland acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the land. We are an equal opportunity employer committed to a fair and inclusive hiring process, welcoming applicants of all backgrounds, regardless of faith, ethnicity, sexual orientation, or gender identity.