Charity Shop Supervisor

Hospitality & Hope; South Shields; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Pension scheme

Job summary

Hospitality and Hope operates a charity shop in South Shields, combining retail and community impact. The Charity Shop Supervisor will oversee day-to-day running, maximise income from donated goods, and manage staff and volunteers to deliver inclusive services that support the charity’s mission.

The role demands excellent customer service, effective stock management, cash handling and the ability to engage with the local community to promote and sustain the charity’s work.

Qualifications

• Extensive experience of retail, charity retail, or a similar public-facing environment.
• Friendly, approachable and respectful manner.
• Good organisational skills and the ability to prioritise tasks in a busy environment.
• Confident working independently while also contributing positively to a team.
• Confident handling money and using basic till and electronic payment systems.
• Ability to work positively with and support volunteers from a wide range of backgrounds.
• Strong communication and interpersonal skills.
• Commitment to equality, dignity, inclusion and treating everyone with respect.
• Commitment to the charity’s values of Compassion, Inclusivity, Integrity and Empowerment.

Responsibilities

• Support day-to-day running of the charity shop, ensuring it is welcoming, organised and well presented.
• Help maximise income from donated goods through pricing, merchandising and stock rotation.
• Work towards agreed income and performance targets.
• Support seasonal promotions, campaigns and fundraising activities.
• Help identify opportunities to increase sales, donations and customer engagement.
• Maintain attractive and regularly refreshed displays that encourage sales.
• Operate the till, process cash and card payments and follow cash-handling procedures.
• Receive, sort, assess and prepare donated items for sale.
• Price goods appropriately to balance affordability and maximising income.
• Ensure stock is stored safely and efficiently.
• Identify items with additional value and route to sale.
• Ensure unsuitable goods are recycled or disposed of responsibly.
• Support Gift Aid processes where applicable.
• Help create a positive environment for volunteers and supervise and develop their skills.
• Allocate tasks and help volunteers develop confidence and skills.
• Recognise and value volunteers’ contributions.
• Maintain up-to-date volunteer records.
• Provide a warm, friendly experience for shoppers and build relationships with customers, donors and the local community.
• Promote and market the shops and explain how purchases/donations support the charity.
• Signpost people to other services where relevant.
• Represent the organisation positively within the community.
• Maintain high standards of cleanliness, presentation, and organisation; follow cash-handling, security, data protection, safeguarding, health and safety, and fire safety procedures.

Skills

Retail experience

Customer service

Organisational skills

Money handling

Communication skills

Volunteer engagement

Teamwork

Front-of-house

Tools

Till/Point of Sale

POS systems

Job description

Location: South Shields
Hours: 33 hours per week to include regular Saturday working
Salary: £26,350 (FTE)
Responsible to: Community Shop Co-ordinator

Purpose

Hospitality and Hope is one of South Tyneside's leading food insecurity, homelessness and community wellbeing charities. The Charity Shop Supervisor will work collaboratively within the Operations Team to manage the day-to-day delivery of its Chichester Charity Shop, closely working with the staff and volunteers of its second charity shop. With a specific focus on income generation, the role-holder will make a critical contribution to enabling Hospitality and Hope fulfil its strategic vision 'for the community of South Tyneside to live with an increased sense of hope for a positive and self-reliant future.'

Our charity shops are more than a retail space. They play an important role in not only generating vital income to support our work but also providing an accessible way for local people to donate, volunteer, shop affordably and connect with our organisation.

This role offers an opportunity to combine retail and customer service skills with meaningful community impact. Helping turn donated goods into the delivery of our priority goals of tackling food insecurity, homelessness and improving community connection and wellbeing.

Key Responsibilities

Shop Management and Income Generation

• Support the effective day-to-day running of the charity shop, ensuring it is welcoming, organised and well presented.
• Help maximise income from donated goods through effective pricing, merchandising and stock rotation.
• Work towards agreed income and performance targets.
• Support seasonal promotions, campaigns and fundraising activities.
• Help identify opportunities to increase sales, donations and customer engagement.
• Maintain attractive and regularly refreshed displays that encourage sales.
• Operate the till, process cash and card payments and follow appropriate cash-handling procedures.

Donations and Stock

• Welcome and thank people donating goods to the charity.
• Receive, sort, assess and prepare donated items for sale.
• Price goods appropriately to achieve a balance between affordability and maximising charitable income.
• Ensure stock is stored safely and efficiently.
• Identify items that may have additional value and require further research or alternative routes to sale.
• Ensure unsuitable goods are recycled or disposed of responsibly and in accordance with organisational procedures.
• Support Gift Aid processes where applicable.
• Help create a positive, inclusive and supportive environment for volunteers.
• Support the induction and day-to-day supervision of shop volunteers ensuring that they are trained to be able to undertake their role effectively.
• Allocate appropriate tasks and help volunteers develop confidence and skills.
• Recognise and value the contribution volunteers make to the shop and the wider organisation.
• Help ensure volunteers understand relevant policies, procedures and safe working practices.
• Maintain up to date and accurate volunteer records.

Customer and Community Engagement

• Provide a warm, friendly and helpful experience for everyone visiting the shop.
• Build positive relationships with customers, donors, volunteers and members of the local community.
• Promote and market the charity shops and the wider work of the charity and help customers understand how their purchases and donations make a difference.
• Signpost people appropriately to other services and activities provided by H&H and other external organisations where relevant.
• Help make the shop a welcoming community space that contributes to connection, inclusion and wellbeing.
• Represent the organisation positively within the local community.

Shop Standards, Safety and Compliance

• Maintain high standards of cleanliness, presentation and organisation throughout the shop and stock areas.
• Follow organisational procedures relating to cash handling, security, data protection, safeguarding, health and safety and fire safety.
• Help ensure donated goods comply with relevant safety and trading requirements.
• Identify and report maintenance, safety or safeguarding concerns promptly.
• Support opening and closing procedures and keyholding responsibilities where required.

About You

We are looking for someone who enjoys working with people and shares our commitment to supporting stronger, healthier and more connected communities.

You will ideally have:

• Extensive experience of retail, charity retail, customer service or a similar public-facing environment.
• A friendly, approachable and respectful manner.
• Good organisational skills and the ability to prioritise tasks in a busy environment.
• Confidence working independently while also contributing positively to a team.
• Confidence handling money and using basic till and electronic payment systems.
• The ability to work positively with and support volunteers from a wide range of backgrounds and experiences.
• Good communication and interpersonal skills.
• The ability to deal calmly, sensitively and appropriately with difficult or challenging situations.
• A commitment to equality, dignity, inclusion and treating everyone with respect.
• A commitment to the charity’s values of Compassion, Inclusivity, Integrity and Empowerment.

Flexibility

As part of a small and committed charitable organisation, the Charity Shop Supervisor may occasionally be asked to undertake other reasonable duties that contribute to the successful operation of the shop and the wider work of the charity. Staff cover at our second charity shop will also be required alongside regular Saturday working.

The closing date for applications is Tuesday 15 th September 2026 at 10am

Interviews will be held on Thursday 17 th September 2026

Salary £13.52 per hour. Paid on the 28th day of each month.

Hours of Work 33hrs per week

Working Pattern To be negotiated but to include regular Saturday working and flexibility to work across the two locations. Working days more than 6 hours will include a 30-minute unpaid lunch break.

Leave Entitlement 28 days (pro-rata), plus Bank Holidays.

Probationary Period 6 Months

Notice Period 1 Month

Absence You must comply fully with Hospitality and Hope Absence Management Policy

Pension Arrangements You will be auto enrolled into the company pension scheme unless you formally opt out in writing. Employee 5% contribution. Employer 3% contribution.

Flexibility The post holder will be required to work flexibly, as an example, but not limited to; attending meetings, covering the absence of colleagues.