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Transcript

Shop Operations

Manual

This is an interactive guide - use the buttons to work through the different sections. Selecting the icon in the top right corner will show you which elements of the page are interactive.It aims to make information quicker to access, easier to understand and most importantly, to inspire you within your role at Crisis. Use the Quick Links page to navigate the manual and find the information you need.

Our mission

Quick links

Our history

Our vision

Our values

Crisis services

Campaigning

Our directorate

Shop operations

Volunteering

Your role

Health, safety & security

Info for managers

Shop from Crisis

Roles in our shops

People team and payroll

Wellbeing

Time off

Our policies

Health & Safety checks

Manual handling

Lone working

Safeguarding

Signposting

Theft and aggressive behaviour

Incident reporting

FAQs

Directory

Our mission

Quick links

Our history

Our vision

Our values

Crisis services

Campaigning

Our directorate

Shop operations

Volunteering

Your role

Health, safety & security

Info for managers

Shop from Crisis

Roles in our shops

People team and payroll

Wellbeing

Time off

Our policies

Health & Safety checks

Manual handling

Lone working

Safeguarding

Signposting

Theft and aggressive behaviour

Incident reporting

FAQs

Directory

Our history

Crisis was formed in 1967, as an urgent response to the growing homelessness Crisis. Since then, we have helped tens of thousands of people out of homelessness and campaigned for changed. Today, we have colleagues and volunteers working across England, Scotland and Wales, in our offices, Skylights, shops, warehouses, and remotely. Our teams work across five directorates:

  • Brand, Marketing and Fundraising
  • Client Services
  • Commerce and Enterprise
  • People and Resources
  • Policy and Social Change
Each directorate is overseen by a member of our Senior Leadership Team (SLT) and we’re governed by a Board of Trustees.

Our vision

Our vision is that in 10 years, homelessness will be going down, and the end of homelessness will be in sight. Together, we'll achieve this through:

1. Securing the policies that solve homelessness.2. Delivering services that end homelessness for people and places.3. Building a community of people across Britain helping to end homelessness.

You can learn more about our vision and our plan for how to get there on the Hub.

Our values

You can learn more about our vision and our culture and values on the Hub.

To end homelessness, we'll be:

Bold

We're relentless in our mission to end homelessness. We'll make a real difference - no matter what challenges we face. We're not afraid to try new things, take risks, or sometimes fail.

Impactful

Our work is based on evidence, has big impact, and meets high standards. Everything we do should help end homelessness - and we'll be accountable to everyone we work with.

Collaborative

We work best together. We'll share ideas, find solutions, and embrace new ways of doing things. Co-production is at the heart of what we do - and people with lived experience of homelessness shape our work.

Equitable

We're about fairness and equity. We'll always champion the voices and experiences of people who are marginalised. With evidence and insight, we'll also challenge barriers put up by the system,

Crisis services

You can learn more about how we work with members on the Hub.

We work side by side with thousands of people each year as they find ways out of homelessness.

We operate nine Skylights – in Birmingham, Brent, Croydon, Edinburgh, London, Merseyside, Newcastle, Oxford and South Wales. Here, we provide practical one-to-one support to prevent and end homelessness by taking a housing led approach, supporting access to benefits, healthcare services, and employment opportunities.

Our main aim is to relieve the huge pressure of homelessness, by helping people find safe and affordable homes as quickly as possible.

Campaigning

You can learn more about how we bring about change on the Hub.

Through campaigning and advocating for policy change at local authority and central government level,

we work to address the root causes that push people into homelessness, and to shift public attitudes towards homelessness.

Our directorate

Your role

Shop from Crisis

Your role

Roles in our shops

Shop Managers

Assistant Managers

Supervisors

All shops from Crisis are led by a Shop Manager and will have a combination of Assistant Manager and Supervisor roles.

Click on each job role for job descriptions and expectations

There is a lot of flexibility within your role to explore your interests and make the most of your existing skills – please feel free to have a chat with your manager if there’s something you’re curious to learn about. We also encourage everyone to pitch in with practical tasks, including cleaning, cashing up, visual merchandising, and processing donations.

Your role

People team and payroll

The People team is part of the People and Resources directorate and supports the delivery of Crisis’ organisational strategy, utilising specialist HR skills, knowledge and professional best practice to maximise the impact of our work. The People team includes a People Operations team, Talent Acquisition team and People Systems and Payroll team.

The People Operations team includes People Business Partners, who support each directorate with strategic business partnering, and People Advisors, who provide advisory support across the organisation. The People Advisor for Retail Is Anita Bhogal (anita.bhogal@crisis.org.uk).

The Talent Acquisition team support the organisation’s recruitment activity and the People Systems and Payroll team manage payroll, Crisis Net administration, reporting and first-line HR queries and advice. For queries/questions please email: HRTeam@crisis.org.uk

Your role

Wellbeing

Your role

Our policies

Your role

Time off

Login to Crisis Net

Shop operations

Stock selection

Shop operations

Visual merchandising

Shop operations

Gift Aid

Donation

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Gift Aid

Gift Aid is vital for Crisis! In 2023/24, our shops raised over £320,000 in Gift Aid.

It’s really important that we explain to every donor how Gift Aid works and sign them up if they are willing. We should also train and empower our volunteers to do this. We aim for a Gift Aid conversion rate of 30% in every shop, although some shops achieve much higher.

Remember to complete the Retail Gift Aid Scheme course that all staff must refresh themselves on every year – you can revisit it whenever you need to. We must also ensure all volunteers who are involved with Gift Aid – e.g. working on the till or stickering items – complete Gift Aid training via My Crisis Volunteering [LINK TO CONTENT]

Shop operations

The warehouse

Our warehouse team store and distribute all our out of season and cull stock. They’ll visit you once or twice a week to bring stock to your shop and collect stock you no longer need.

The warehouse manager will send you your shop's delivery schedule each month

The shop team messages the warehouse the day before your delivery to request stock.

Returning stock will be collected by the warhouse team and stored until it's ready to be sold, or sent to other shops for cull.

Sacks to be no more than 10kg and labelled correctly

Contact the warehouse on

Fresh stock =SUMMER or WINTERCull = SUMMER CULL or WINTER CULL

Warehouse guide

Shop operations

Tills and cashing up

Shop operations

Commission sales

Shop operations

The Charity Shop Gift Card

Health, Safety & Security

Health & Safety checks

Health, Safety & Security

Manual handling

Health, Safety & Security

Lone working

Health, Safety & Security

Safeguarding

Health, Safety & Security

Signposting

What I do if someone who is experiencing homelessness needs support?

Health, Safety & Security

Theft & agrressive behaviour

Our volunteers

Volunteering

My Crisis Volunteering

Volunteering

Recruitment

Volunteering

Keeping your volunteers engaged

Volunteering

Your role as a manager

Managers

Performance, objectives and progress

Managers

Managing absences

Managers

Rotas and annual leave

Managers

Recruitment processes and principles

Managers

Wellbeing and stress

Managers

Equity, diversity and inclusion

Managers

FAQs

Directory

Shop Supervisor's support all elements of day-to-day operations in the shop, including working on the shopfloor, supporting volunteers, and processing stock ready for sale.

Shop Supervisor

Job description

Assistant Shop Manager's support the Shop Manager and often will run the shift and manage volunteers. The Assistant Shop Manager is responsible for managing volunteer admin and support.

Assistant Shop Manager

Job description

Shop Manager's are responsible for overall management of the shop and for meeting income targets. The shop manager sets a direction for the team and is accountable for everything that happens in the space.

Shop Manager

Job description