Charity shop manager person specification

Job title: Shop Manager

Reports to: Manager 2 - Retail Regional Operations

Directorate: Retail

Grade: F

Direct reports: 1

Budget resource and responsibility: As agreed with manager

Job description

Grade specific competencies


  • Proven organisational and prioritising skills
  • Demonstrates excellent communication and interpersonal skills
  • Ability to provide excellent customer service in an efficient and courteous manner
  • Ability to be flexible, respond positively to change, and work effectively under pressure and deal with conflicting priorities
  • Ability to motivate self and others


  • Demonstrable understanding of the social model of disability and clarity about the contribution of Retail to achieving social change and what Scope does.

Standard role-based competencies 


  • Numerate with the ability to calculate figures
  • Experience of carrying out administrative tasks
  • Able to be accountable for cash handling, banking and security associated with the task
  • Proven retail or customer service experience
  • Able to apply and be accountable for health and safety processes within the shop
  • Experience of managing a team
  • Good written communication skills
  • Must be willing to work on Saturdays and Bank Holidays as required
  • Must be willing to undertake relevant training and attend meetings as required
  • Must be prepared to work in other shops occasionally if requested
  • Must be willing to act as key holder


  • Experience of conducting staff appraisals and / or performance development reviews
  • Knowledge of merchandising and displays
  • Possess an interest / awareness in fashion trends
  • Experience of working in a charity shop
  • Experience of working with budgets
  • Must be willing to work the occasional Sunday as required in line with peak trading periods such as Christmas and sales promotions
  • Must be able to lift heavy and / or bulky items

Core behaviours – with example indicators


  • Supporting Scope: Communicates to the team and others about how we can contribute to Scope's strategic direction.
  • Taking responsibility: Plans ahead and agrees and achieves SMART objectives.
  • Solving problems: Support team to develop new ideas and change things for the better within my unit.
  • Valuing customers: Engage with customers on their terms, using different approaches to suit the situation.
  • Working as part of a team: Manages differences constructively, dealing effectively with conflict and valuing diversity.

Travel / residence

  • Travel may be required throughout the area and elsewhere within England and Wales for training and meetings
  • Incumbent to live within reasonable commuting distance of the shop responsible for.
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