Vacancy: Retail Team Leader

Mustard Tree; Eccles; Hybrid; GBP 21,000 - 28,000; Full time

Job summary

Mustard Tree is seeking a Retail Team Leader to oversee community shop operations across Eccles and cover for Ancoats and Little Hulton. You will lead staff, volunteers and trainees, ensure safe opening/closing, and drive sales with strong customer service.

The role focuses on stock presentation, cash handling, and adherence to safeguarding and health & safety policies while promoting a friendly, inclusive shop environment.

Qualifications

• Minimum two years supervising others in retail.
• Visual merchandising and product presentation experience.
• Opening and closing premises experience.
• Cash handling experience.
• Experience supervising volunteers and trainees.
• Charity retail environment experience preferred.

Responsibilities

• Shop Operations: Opening and closing the community shop(s) safely.
• Operate tills and follow cash-handling procedures.
• Lead, motivate and support staff, volunteers and trainees.
• Maintain high standards of cleanliness and presentation.
• Deliver friendly, professional and inclusive customer service.
• Promote positive teamwork and create a welcoming environment.

Skills

Customer service

People management

Cash handling

Visual merchandising

Opening and closing premises

Volunteer & trainee supervision

Job description

Location Eccles (plus cover for Ancoats and Little Hulton)

Reports To Logistics Operations Area Manager

Direct Reports Retail Coordinator

Working Hours Full time – 37.5 hours a week

Duration Permanent

Role Purpose

Mustard Tree is a charity dedicated to combating poverty and preventing homelessness across Greater Manchester. For more than 30 years, we have supported people by providing essential items through our community shops and helping individuals build brighter futures through 1-2-1 support, training programmes, employment support and community activities.

Leading and supporting staff, volunteers, and trainees is a key element of the role as is maintaining high shop-floor standards, processing donated stock, supporting sales targets, and helping ensure the shop operates safely and efficiently.

We are an equal opportunities employer and value diversity and inclusion. We welcome applications from all qualified individuals and make recruitment decisions based on qualifications, skills and experience relevant to the role.

Job Description

• Shop Operations
• Opening and closing of the community shop(s) safely.
• Operating tills and following cash-handling procedures.
• Assist with cashing up and securing the premises as required.
• Maintain high standards of cleanliness and presentation.
• Help ensure organisational policies and procedures are followed.
• Regular Saturday working as part of a flexible rota.
• Stock and Donations
• Accept suitable donations in accordance with our guidelines.
• Reject unsuitable donations tactfully and politely.
• Sort, prepare, price and display donated goods.
• Identify items suitable for resale in accordance with charity procedures.
• Use merchandising techniques to present donated stock in an appealing and accessible way, promoting sales and ensuring a positive customer experience.
• Maintain attractive, tidy and well-stocked displays ensuring stock rotation and identifying stock that needs to be reduced or removed.
• Encourage eligible donors to participate in Gift Aid in accordance with the charity’s procedures.
• Work with Logistics Operations Area Manager to ensure appropriate stock levels.
• Lead, motivate and support staff, volunteers and trainees.
• Ensure that trainees develop work-ready skills, retail skills and behaviours.
• Ensure trainees’ training packs are completed and support their induction and graduation processes.
• Allocate daily tasks and ensure responsibilities are completed effectively.
• Help with the induction and training of new staff and volunteers.
• Promote positive teamwork and create a welcoming environment.
• Assist with staff and volunteer rotas to maintain appropriate shop cover.
• Provide guidance and feedback to staff, volunteers and trainees.
• Sales and Customer Service
• Deliver friendly, professional and inclusive customer service.
• Help the shop achieve its sales and fundraising targets.
• Encourage the team to identify opportunities to increase sales.
• Deal professionally with customer enquiries and concerns.
• Safeguarding and Boundaries
• Work confidently and professionally with vulnerable adults and individuals with complex needs, maintaining appropriate boundaries and promoting dignity, inclusion and respect.
• Help provide a safe environment for customers, staff, volunteers and trainees.
• Follow our safeguarding, boundaries and health and safety procedures.
• Report hazards, accidents and concerns promptly through the appropriate process.
• Ensure work areas are kept clean, tidy and accessible.

Key Competencies – Retail team leader

• World Class Welcome and Customer Service
• Ensure a welcoming, inclusive and compassionate experience for customers, donors, volunteers and trainees.
• Demonstrate the ability to manage challenging or sensitive situations effectively by remaining calm, communicating clearly, setting appropriate boundaries, and supporting others to respond in line with our values.
• Proactive in Living and Sharing our Culture, Values and Behaviours
• Proactively address negativity, conflict or unhelpful behaviours within the team, fostering a positive, inclusive and values-driven environment for volunteers, trainees and colleagues.
• Facilitate collaboration across hubs, ensuring colleagues, volunteers and trainees work together effectively to provide an excellent customer experience and support our mission.
• Courage in Problem Solving and Embracing Change to Meet Needs
• Demonstrate resilience and calm leadership when faced with uncertainty, encouraging others to adapt to change and learn from successes and setbacks.
• Confident in Safeguarding and Incident Management
• Demonstrate vigilance in identifying and responding to risks affecting customers, volunteers, trainees, colleagues, stock and premises, escalating concerns where appropriate.
• Recognise potential safeguarding concerns and respond appropriately, following policies and procedures to ensure the safety and wellbeing of vulnerable individuals.
• Skilled in Analysing Impact and Reporting
• Use evidence, feedback and KPIs to evaluate outcomes, identify areas for improvement and implement changes that enhance the customer experience, support volunteers and trainees, and contribute to the charity’s objectives.
• Positive Management of Stakeholders, Partners and Supporters
• Builds positive relationships with customers, donors, community groups and partners, helping to strengthen support for the charity and maximise its impact within the local community.
• Insight in Finances and Expenditure
• Understands the importance of making the best use of charitable resources, ensuring time, stock, funds and equipment are managed efficiently and responsibly.
• Considers the effective use of charitable resources when making decisions, proactively highlighting cost-effective options to their manager that maximise value, minimise waste and support the charity’s mission.

8. Developing Accountability and Inspiring our Teams

• Gives and receives feedback positively, respectfully and constructively, using open and honest conversations to support development, improve performance and strengthen accountability within the team.

Person Specification

Specification Essential Desirable Assessment method

Qualifications

Driving licence and own transport. CV

Minimum two years supervising others in retail. CV / interview

Visual merchandising and product presentation within a retail environment.

Opening and closing premises. CV / interview

Cash handling

Previous experience in a charity retail environment. CV / interview

Experience supervising volunteers and trainees. CV / interview

Skills and knowledge

Ability to build positive relationships with people from a wide range of backgrounds. CV / interview

Good organisational skills and attention to detail. CV / Interview

Ability to work independently and take responsibility for day-to-day decision-making. Interview

Strong customer service and communication skills. CV

Confidence using IT systems CV / Interview

Knowledge of safeguarding good practice. CV