a lady in a white coat stands looking at a rail of clothes in a shop

Retail Team Leader – Part Time

We’re currently recruiting for a Retail Team Leader – Part Time

Job title: Retail Team Leader – Part Time

Role Overview:

Why KEMP?

Based in the heart of the Wyre Forest, KEMP Hospice has been providing compassionate care and support to people affected by life-limiting illness and bereavement for over 50 years. We offer end-of-life care, counselling, and emotional support—completely free of charge—to adults, their families, and carers for as long as they need it. We stand by their side in our day hospice, in their homes, or virtually, during some of life’s most challenging moments.

At KEMP, we pride ourselves on being a great place to work and volunteer. We prioritise the well-being of our staff and volunteers, fostering an environment that promotes a healthy work-life balance. With opportunities for flexible working and a range of employee benefits shaped by the needs of our team, you’ll be joining a passionate, caring, and inclusive organisation that puts people at the heart of everything we do.

About You

Are you ready to take the next step in your retail career, combining your passion for customer service with a role that makes a real difference? We’re looking for a confident and enthusiastic Retail Team Leader to join KEMP as part of an exciting expansion of our retail presence in Stourport-on-Severn.

This newly created role reflects KEMP’s continued investment in growing our retail network and strengthening our connection with local communities. Working within a tri-managed retail structure, overseen by a Multi-Site Retail Manager covering Stourport-on-Severn, Coventry Street (Kidderminster), and Worcester Street (Kidderminster), you’ll play an important role in supporting the success and development of our retail operations across the area. The role requires a flexible approach to working hours, with the working week including Saturdays and Sundays, while the remaining days will be scheduled on a rota basis according to business requirements.

This is a fantastic opportunity for someone with previous retail experience, ideally from a fashion or homewares retail background, who thrives in a fast-paced, people-focused environment. You’ll lead by example, delivering exceptional customer service while bringing energy, enthusiasm, and positivity to the shop floor. You’ll support day-to-day operations, help supervise and motivate volunteers, and create a welcoming environment for customers, supporters, and colleagues alike.

As KEMP continues to expand its presence in Stourport-on-Severn, we’re looking for someone who can help build strong relationships within the local community. Working with residents, community groups, volunteers, and supporters, you’ll help create a retail environment that reflects KEMP’s values, encourages engagement, and provides an outstanding customer experience.

As Retail Team Leader, you’ll play a key role in driving sales, managing stock, supporting volunteers, and engaging with the local community. You’ll help develop KEMP’s presence in Stourport-on-Severn, ensuring the shop becomes a welcoming destination that supports both the community and the vital work of the hospice.

Your contribution will directly support KEMP Hospice, helping to raise essential funds that enable us to provide compassionate care and support, free of charge, to people and families across the Wyre Forest and surrounding areas.

What We Offer:

Fantastic team where everyone is welcomed and empowered to give their best
Supportive management – keen to develop you
30 days annual leave + bank holidays, increasing with long service
Discount schemes including Blue Light Card
Increased employer pension contribution
Company sick pay
Bereavement leave
Enhanced maternity leave
Enhanced paternity leave
EAP: confidential financial, legal, wellbeing & mental health support
Opportunity to buy and sell holiday
Free eye tests
Death in service benefit
Opportunities for flexible working from day one
Family friendly policies
Free Will writing service
Staff events

Purpose of the Post:

To support the Retail Manager in ensuring the successful day-to-day running of the shop, maintaining high standards of customer service, visual presentation, and retail performance. This role is responsible for supervising a team of staff and volunteers, managing stock flow and shop operations, and ensuring a welcoming, safe, and efficient environment for customers, donors, and the team. The Retail Team Leader plays a key role in promoting the values and mission of KEMP Hospice within the local community, maximising income generation through excellent service and strong teamwork.

Main Duties & Responsibilities:

Operational:

Support customer interest initiatives as guided by the Retail Manager, including displays, promotions, events, and layout changes throughout the year.
Assist with the daily operations of the shop, including opening and closing procedures, seasonal window displays, merchandising, ordering replenishment stock, and shop supplies.
Ensure all donors are thanked and offered the opportunity to register for Gift Aid.
Ensure the shop floor is consistently well-presented, clean, and organised.
Manage stock levels, including receiving donations, processing, pricing, and merchandising.
Proactively maintain health and safety standards within the store, ensuring all issues are reported, managed, and that team members are appropriately trained.
Report customer complaints, accidents, and incidents via the appropriate channels and support the Retail Manager in taking any required remedial action or investigation.
Ensure stock is efficiently prepared for sale and that sorting and storage areas remain safe and tidy.
Check and action company emails regularly throughout the working day.
Communicate all company messages to the team promptly upon receipt, both verbally and through documents, posters, or other materials, and ensure noticeboards are kept up to date.
Maintain high levels of customer satisfaction through excellent service and strong shop floor standards of cleanliness, display, and presentation.
Handle customer queries and complaints professionally and promptly, escalating to the Retail Manager when necessary.
Promote the charity’s cause, and encourage donations, Gift Aid, income-generating activities, and fundraising initiatives.

Team Leadership & Supervision:

Lead and supervise a team of volunteers and staff to deliver excellent customer service through effective coaching and performance support.
Motivate and develop the team to help them reach their full potential.
Organise volunteer rotas, ensuring the shop is adequately staffed.
Manage daily tasks and ensure the shop floor is appropriately covered to uphold customer service, safety, and security standards, delegating the shift plan to a suitable team member.
Report and action any maintenance concerns immediately and follow up as needed, escalating serious issues to the Retail Manager.
Manage training for new team members and ensure ongoing development, including the allocation of a buddy where appropriate.
Champion KEMP values, ensuring they are consistently demonstrated by the team, addressing any unacceptable behaviours effectively and raising concerns with the Retail Manager.
Support the Retail Manager in motivating the team to drive sales and meet agreed targets, using excellent customer service to build loyalty and repeat custom.

Business & Administrative Tasks:

Ensure all financial transactions, including cash handling and sales processing, are carried out accurately, including appropriate reporting, training, investigation, and escalation.
Ensure full compliance with GDPR, both on and off the sales floor.
Support the Retail Manager in stocktaking, reporting, and donation tracking, involving the team where appropriate.
Assist in the preparation of sales reports and operational data for the Retail Manager, implementing any changes as authorised.
Make full use of all available technology (including a business user licence for Microsoft) and IT systems relevant to the role.
Ensure proper accounting procedures are followed for sales, including accurate and up-to-date paperwork, timely reporting, and banking of takings in line with policy.
Act as an ambassador for the charity, representing its values and mission to customers, volunteers, and the wider community.
Encourage and support community engagement, donations, and partnerships.

All KEMP employees are expected to:

Demonstrate a commitment to their own development, to take advantage of education and training opportunities and develop their own competence.
Support and encourage harmonious internal and external working relationships.
Make a positive contribution to fundraising and raising the profile of the Hospice.
Provide support and advice to colleagues within KEMP within your area of expertise by working closely with the Multi-disciplinary Team within KEMP
Always behave in a professional manner, reflecting and maintaining KEMP values as set out in the KEMP way.

Person Specification:

Essential:

Qualifications and Experience:

Relevant qualification or significant experience in a retail setting.
Proven experience supervising or supporting the management of a shop, ideally within fashion retail.
Demonstrable experience in leading a team, task delegation, and day-to-day performance support.
Comfortable using technology including Microsoft 365, EPOS systems, and internal communications platforms.

Skills and Knowledge:

Confident in delivering excellent customer service and maintaining high shop floor standards.
Good organisational skills with the ability to manage stock flow, maintain compliance, and respond to operational priorities.
Able to communicate clearly and respectfully with diverse teams and customer groups.
Comfortable promoting KEMP Hospice’s mission and values, and engaging the local community.

Personal Attributes:

Treats everyone with kindness, respect and compassion, creating a warm and welcoming environment for all – We Care
Understands that retail at KEMP is not just about sales, but about community connection and making a difference – We Care
Works well with others, valuing the contribution of every team member, including volunteers – We are Collaborative
Communicates clearly and respectfully, ensuring information is shared promptly and the team feel informed and involved – We are Collaborative
Brings ideas and energy to drive shop performance and enhance the customer experience – We are Innovative
Embraces new ways of working and is open to change, using creativity to solve problems and improve operations – We are Innovative
Welcomes diverse perspectives and supports an inclusive team environment where everyone feels they belong – We are Inclusive
Treats all individuals fairly and with respect, recognising the importance of equity across customers, donors, and colleagues – We are Inclusive
Acts honestly, reliably and in line with organisational policies and procedures, especially in areas such as health & safety, data protection, and cash handling – We have Integrity
Leads by example, taking ownership and addressing issues constructively and professionally – We have Integrity
Supports KEMP’s environmental approach by promoting reuse, responsible donation practices and reducing waste – We are Sustainable
Shows awareness of sustainable practices in retail and champions efforts that support KEMP’s environmental commitments – We are Sustainable

Desirable:

Qualifications and Experience:

Experience supporting a new opening/ expansion of a retail store.
Retail experience in a charity or not-for-profit environment.
Experience supervising volunteers alongside paid staff.
Familiarity with HRIS systems such as BreatheHR.

Skills and Knowledge:

Knowledge of Gift Aid processes and compliance requirements.
Understanding of visual merchandising and customer experience principles.
Knowledge of health and safety and safeguarding in a retail setting.
Understanding of charity retail operations.

Personal Attributes:

Creative and enthusiastic approach to improving shop layout, displays, and customer experience
Strong interest in sustainable fashion and ethical retail practices
Confident communicator, comfortable representing KEMP Hospice Values in the shop and wider community
Able to support events, promotions, and fundraising activity with positivity and initiative