Shop Assistant

About SVP

SVP is a large, national, voluntary organisation with extensive experience working with a diverse range of people who experience poverty and exclusion. Through its network of volunteers and employees, it is strongly committed to social justice and advocates for the creation of a more just and caring society.

SVP is an equal opportunity employer committed to treating all individuals with dignity and respect. We are dedicated to protecting everyone we encounter from all forms of harm, abuse, neglect, and exploitation, in accordance with Irish equality legislation. All employees are expected to adhere to SVP’s Dignity & Respect and Safeguarding policies, including those relating to children and vulnerable adults.

The founder of the Society, Blessed Frederick Ozanam, was a devout Christian, and his legacy of spirituality remains a key element of every Conference within the Society. It is normal practice within the Society that prayers are said at the beginning and end of Conference meetings or other meetings where members are present, as this underpins the ethos of the Society. Participation is not required.

Purpose of the Role

To provide support and assist the Manager in the operation of Vincent’s shops in a manner that reflects SVP’s high retail standards and maintains the professionalism and profile of the Society across all areas of operation.

Guidance and Authority

The post holder is expected to operate with considerable autonomy, referring matters to their line manager when significant resistance is encountered in implementing good practices or policies, when actions may place stakeholders such as children, vulnerable adults, scheme participants, volunteers, or the Society's reputation at risk, or when decisions could substantially impact the workload of others.

Principal Accountabilities

The role holder will be responsible for:

Business Development

• Effective resourcing (staff, volunteers, and stock).

• Engage with shop customers to encourage volunteer recruitment.

• Sustain substantial donations.

• Replenish donation bags with SVP-branded bags and thank-you cards.

• Review daily shop operations.

• Ensure compliance with Shop Policies and Procedures Folder.

• Recommend changes to improve customer care, retail standards, financial control, health and safety, and staffing.

• Maximise financial contribution.

• Price garments for maximum yield based on guidelines.

• Deliver outstanding customer experience on every visit.

• Minimise in-store costs (e.g., waste, utilities).

Customer Service

• Promote sales through a service culture.

• Build two-way relationships with regular customers.

• Gather feedback via surveys, focus groups, and events.

• Promote thank-you cards and loyalty cards.

• Enforce a consistent “meet and greet” policy.

• Encourage regular self-assessment.

• Use Vincent’s Retail checklist to assess atmosphere, displays, and after-sales service.

• Maintain shop cleanliness and order.

• Manage customer complaints.

• Investigate and attempt resolution where possible.

• Refer unresolved complaints to the Regional Retail Manager.

Team Satisfaction

• Foster a positive work environment.

• Ensure all staff and volunteers are free from intimidation, harassment, or discrimination.

• Provide work aligned with individuals’ skills and motivations.

Compliance

• Cash handling and reporting.

• Complete the Cash Reporting Sheet daily.

• Policy adherence.

• Follow all SVP and Retail policies and procedures (provided in the shop’s folder).

• Raise compliance concerns to the Regional Retail Manager.

• Health and safety compliance.

• Promote and ensure adherence to health and safety best practices and legislation.

• Cash and stock control.

• Address non-compliance through agreed action plans.

• Report non-compliance immediately to the Regional Manager.

• Operational risk reassessment.

• Reevaluate risks in response to economic, legal, or procedural changes.

• Collaborate with management or relevant departments to address issues.

Challenges

There are a number of challenges in this role, largely determined by the scale, complexity, voluntary nature, and high levels of local autonomy within the Society:

• Acceptance of the dynamic of a complex, national, membership organisation and an understanding of how this contributes to and constrains the work.

• Influencing others not under direct authority.

Other Information

In addition to the duties and responsibilities listed above, the job holder may be required from time to time to perform other duties as deemed reasonable and necessary by the employer. The job holder may also be required to work or attend training or meetings at another location. As much notice as reasonably practicable will be given of any such requirement or change.

Employees are responsible for notifying their manager in writing of any statutory rest period or break to which they are entitled but were unable to avail of on a particular occasion, including the reason for not availing of such rest period or break, within one week.

The Society is committed to the Right to Disconnect Code of Practice, which applies to all employees regardless of where they work (office, service, home, or other remote locations) or their working pattern (core, shift, or flexible hours).

Education, Experience, Knowledge and Skills Required

Qualifications

• Job holder should ideally be educated to Leaving Certificate standard.

Experience

• At least 2 years’ retail experience, ideally some of which has been gained in the community or voluntary sector.

Knowledge

• Knowledge of the Society and its mission and values.

• Commercial awareness.

Skills

• Experience working in a customer-facing environment; motivated, with excellent customer care skills, confident communication, and a passion for helping people.

• Excellent organisational skills.

• A positive outlook with resilience and persistence in the face of barriers and setbacks.

• Ability to display empathy, patience, and a well-developed sense of humour.

• A keen eye for visual merchandising and display.

• Self-motivated with pride and satisfaction in own work.

• Outgoing and energetic; able to work independently and as part of a wider team.

• Excellent numerical skills.

• Willingness to work flexibly and provide cover for the Shop Manager when required.

Personal Attributes

• Honest and trustworthy.

• Respectful.

• Flexible.

• Demonstrates sound work ethics.

• Maintains confidentiality.