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**1. POSITION TITLE**:Op Shop Manager**
**2. AWARD**:General Retail Industry Award 2020 - Level 6

**3. LOCATION**:Fernlea Shop of Opportunities

15 Kilvington Drive, Emerald VIC 3782

**4. REPORTS TO**:CEO

**5. SUPERVISES**:Shop Volunteers

**6. POSITION OVERVIEW & OBJECTIVES**:
The Op Shop Manager is responsible for the successful daily operations of the ‘Fernlea Shop of
Opportunities’, with the purpose of driving sales, delivering high levels of customer service and
managing the volunteer workforce.

This position contributes to the strategic direction, values and reputation of Fernlea Community
Care Inc, and the growth and sustainability of the shop.

**7. POSITION REQUIREMENTS**:
**a. Skills & Experience**
**i. **Significant experience in a retail and/or sales environment - previous op shop

experience will be highly regarded
**ii. **Experience in rostering and workforce management - experience managing

volunteers will be highly regarded
**iii. **Strong planning and organisational skills
**iv. **A strong commitment to customer service
**v. **Excellent communication and ‘people’ skills

**vi. **Ability to inspire, motivate and lead a team

**b. Knowledge & Personal Attributes**

**i. **Strong practical knowledge of retail business and the drivers of customer service and
consumer behaviour

**ii. **Practical knowledge of Microsoft suite of products, and social media platforms
including Facebook

confidentiality to all work practices

**iv. **High levels of integrity including behaving in an honest and trustworthy manner and
treating others without judgment

**8. KEY RESPONSIBILITIES**:
**a. Management**
**i. **Build an effective team by leading and managing volunteers; identify clear work

functions, assign tasks and monitor performance against position descriptions,
policies and business objectives

**ii. **Recruit, induct and train new Op Shops Volunteers, in conjunction with the
Administration Manager, including identifying ongoing training needs

Fernlea Community Care Inc.

**iii. **Manage the op shop volunteer roster, ensuring staffing levels meets operational
requirements with suitably qualified volunteers

**iv. **Assist with formulating, reviewing and implementing policies, procedures and
processes. Train and monitor volunteers to ensure compliance. Model leadership
behaviour that supports compliance

**v. **Contribute positively to Fernlea’s reputation and continuous improvement by
identifying opportunities; provide recommendations for improving efficiency and
effectiveness and income generation

**vi. **Contribute to the development of the annual budget; ensure budgeted income and
profit targets are met or exceeded; monitor monthly income and expenses to ensure
budget targets are met

**vii. **Liaise regularly with the CEO, including advising of any actual or perceived risks;
provide regular management reports

**viii. **Develop and maintain positive relationships with customers, external suppliers,
partners, volunteers and staff members

**ix. **Attend managers meetings, and training, when required

**b. Sales & Customer Service**

**i. **Constantly strive to achieve and exceed store sales targets
**ii. **Manage online sales

**iii. **Provide and model an excellent level of customer service at all times
**iv. **Manage the day-to-day operation of the shop, including reconciling cash takings,

stock management & removal of unwanted goods
**v. **Ensure retail areas are well merchandised with good stock turn to maximise sales

and optimise use of floor space
**vi. **Manage customer relations to ensure high levels of customer service, including

responding to customer complaint and comments and providing solutions where
possible.

**c. Stock & Operations**

**i. **Maintain store presentation to a high standard, including visual merchandising, safety
and cleanliness***

**ii. **Manage stock levels, sorting, distribution, rotation and disposal of donated goods, as
per business processes***

**iii. **Assist in the development and implementation of stock management systems to
ensure effective merchandising, pricing, stock turnover and stock control***

**iv. **Provide implementation support for new processes to ensure operational
effectiveness and efficiency, including adequately training volunteers***

**v. **Maintain accurate and up-to-date volunteer records in Fernlea’s databases**
**d. Marketing**
**i. **Work with the Marketing Manager to develop and implement an annual marketing

plan/calendar
**ii. **Identify and maximise marketing opportunities to increase sales and profile through

all sales channels, including social media, events and community partnerships

**e. Occupational Health & Safety**

**i. **Ensure a safe working environment that is free of hazards
**ii. **Ensure volunteers and staff who work in the shop are familiar with Fernlea’s OH&S

policy and procedures, including their rights and responsibilities under OH&S
legislation

**iii. **Immediately report any current