Dear Applicant

Retail Manager, Minsmere Salary £19,000 – £21,000 per annum

Thank you for your enquiry regarding our advertised vacancy. An application form is enclosed, together with a job description and person specification.

If you require any further information about this post please contact Tim Rose, Minsmere Centre Manager.

Please can you complete the enclosed application form in blue or black ink. Please refer to the person specification when completing the form. Your completed application form should clearly describe how you meet each of the criteria that have been identified as being necessary for this post as this will form the basis of shortlisting candidates. If you enclose a CV, it may be referred to for supplementary information, however, please ensure that all the questions asked on the application form are fully answered.

We take all practicable steps to safeguard the safety and welfare of children or vulnerable adults while they are in contact with the RSPB and have a Child Safety and Welfare Policy that supports this.

Completed forms should be returned to Tim Rose, RSPB Minsmere Visitor Centre, Westleton, Saxmundham, Suffolk IP17 3BY. Please check the postage required on your application as incorrect postage may lead to your application being delayed and missing the closing date. If you require an acknowledgement of receipt of your application, please enclose a stamped, addressed envelope.

Alternatively, you can email your application to tim.rose@rspb.org.uk The closing date for receipt of completed application forms is Friday 29 August 2014.Interviews will be held on Tuesday 9 September 2014.

If you are an external candidate, may we take this opportunity to thank you for your interest in employment with the RSPB. As a charity, we try to keep our administrative costs to a minimum and therefore you will only be contacted if we wish to progress your application. If you have not heard from us within two weeks of the closing date, you should assume that your application has been unsuccessful on this occasion. However, if you are able to supply us with an e-mail address, we will endeavour to advise you if you have not been shortlisted.

We look forward to receiving your application in due course.

Yours faithfully,

Tim RoseCentre Manager, Minsmere

Vacancy pack

This pack contains all the information you need to apply, including:

Useful InformationDetails on our Diversity Policy statement, how we use CVs, shortlisting and employment checks and UK Identification requirements

Applicant letterDetails on how to apply plus closing date and interview date(s)

Job descriptionA breakdown of the vacancy, including the purpose of the job, requirements, duties and responsibilities

Person specificationA list of criteria that potential candidates should aim to meet

Department information*Details of the department advertising the post

Application FormPDF version

Please print out, complete and return to the address on the Applicant letterWord version

Applicants are encouraged to complete electronically and return by e-mail

* This information will only be provided if it is relevant to this post

Applications from candidates requiring a certificate of sponsorship under the UK points-based immigration system will not be considered if there are suitable candidates who do not require sponsorship. This is because employers need to demonstrate that they are unable to recruit a resident worker, before they can recruit a non-resident worker*.

The resident worker rule does not prevent applicants requiring sponsorship from applying for our vacancies, but such applications should be made on the understanding that they can only be considered subject to the restrictions above.

For further information, please visit the Home Office UK Border Agency website.

*This rule does not apply to those applying for roles that require a bachelor, postgraduate degree or postgraduate certificate in education qualification. It is necessary for the qualification to be an essential requirement for the role and the applicant to prove that they possess such a qualification (or have completed a minimum of 12 months study in the UK towards a UK PhD), which is recognised in the UK.

Useful InformationDiversity Policy StatementThe RSPB is part of a global network that incorporates a diversity of traditions and cultures, and which represents different inheritances, backgrounds, influences, perspectives and experiences. A better understanding of people’s differences will help us to appreciate and value everyone’s contribution, and recognise that we are all an integral and invaluable part of the Society.

Everyone has the right to be treated with consideration and respect. The Society is committed to achieving a truly inclusive environment for all, by developing better working relationships that release the full potential, creativity and productivity of each individual, and an atmosphere where everyone can learn, work and live free from prejudice, discrimination, harassment and violence.

The Society aims to ensure that all staff, volunteers, partners, clients, contractors, members and the general public are treated fairly. Unless it can be shown to be justified, this will be regardless of sex, sexual orientation, gender re-assignment, marital or civil partnership status, race (including colour, nationality, ethnicity, or national origin), disability, medical status, age, religion or belief, political opinion, social or economic status, or ex-offender status.

Use of Curriculum Vitae (CVs)Our policy is to recruit and employ our employees on the basis of their suitability for the work to be done. An application form allows us to compare individuals based on like for like information and as such we do not accept a CV unless accompanied by a fully completed application.

ShortlistingThe RSPB is an equal opportunities employer and we are committed to ensuring all applications are treated fairly. Applications are sought only from those eligible to work in the UK in the first instance.

All applications are subject to our shortlisting process where we only assess information provided against the Person Specification. If you are shortlisted we will contact you and invite you to attend an interview. You will also be advised at this point if there will be any skills test, presentations etc.

As a charity, we lack the resources to advise all candidates if their application is unsuccessful. If you do not hear from us within four weeks of the closing date, we will have decided not to take your application any further. However, if you are able to supply us with an e-mail address, we will endeavour to advise you if you have not been shortlisted. If this is the case, please do not be discouraged from re-applying as your skills and experience may be just what we need for our next vacancy. We also have a number of volunteering opportunities across the organisation.

Employment ChecksAll offers of employment are made subject to the following criteria:

Proof of eligibility to work in the UK, Proof of Residency, Satisfactory Employment Health Check, Two references satisfactory to the Society and where required a Satisfactory Criminal Records Bureau Check.

Job Description

Job Title Retail Manager

Dept/Section/Region/Reserve Reserves, Trading, Eastern England, Minsmere

Location Minsmere Visitor Centre

Reports to Visitor Centre Manager

Responsible for Assistant Retail manager, Retail AssistantsRetail Volunteers

Overall Purpose

To maximise the income for the RSPB through innovative and forward-looking management of the RSPB Shop. This will entail managing, directing, motivating and where necessary performance managing the retail team to ensure that an effective and successful working environment is maintained and retail targets met.

Ensure the highest levels of customer service are delivered by all retail staff and volunteers. Lead and supervise the retail team to ensure safety and security standards are met. It is essential to work closely and co-operatively and maintain effective communications with other RSPB staff and volunteers on site as well as the Retail Development Manager (RDM) and or Retail Area Manager (RAM).

Main Duties, Responsibilities and Accountabilities

Trading Operation Contribute to the annual budget setting process for the shop and create an Action Plan with the RAM

after the strategy meeting to ensure all agreed Key Performance Indicators (KPIs) are achieved.

Contribute to retail targets (re-forecasts) with Centre and Site Managers.

Attend monthly RAM site visits to ensure appropriate in-store standards are met and maintained, financial targets are met, systems operate efficiently.

Actively manage all areas which contribute to the achievement of set KPIs e.g. the staffing ratio and the visitor conversion rate to ensure central strategies for trading are achieved.

Manage and co-ordinate the RSPB’s Centralised Stock Management system (CSM) and maintain appropriate detailed and accurate records. Use the RSPB’s Retail Management System (RMS) to maintain accurate stock levels.

Assess the viability of local business proposals for retail with RAM and Centre/Site Manager.

In conjunction with the Retail Merchandiser and the RAM, maintain an effective, profitable merchandise mix, reflecting visitor profile.

Feedback on quality issues, potential new products, procedural issues etc via the RAM.

Ensure all trading policies and procedures are adhered to by all members of the team.

Maintain the highest standards of retail housekeeping, and ensure effective merchandising of core product categories and promotions to agreed guidelines with effective use of relevant Point Of Sale (POS) materials.

Work with the Centre Manager and RAM to agree appropriate site interpretation within the shop

Customer Care Achieve highest levels of customer care by leading by example for all reserve visitors, and boost

opportunities for membership recruitment and RSPB communications in line with RSPB policy and brand objectives.

To achieve the pass rate for all Mystery Shopper surveys conducted at your retail store.

Staff and Volunteer Management Recruit, train and retain best quality retail assistants and volunteers, through effective training, staff

1:1s, annual appraisals, personal development plans and regular team meetings.

Develop retail skills, knowledge and abilities of individuals and the shop team as a whole to maximise sales and deliver first class customer service.

Appropriately manage any performance issues in line with society policies and procedures.

Ensure that full retail management cover is available at weekends on a “business as usual” case.

Ensure that there is an appropriate and cost effective staffing structure.

Ensure all volunteer hours, personal information or special circumstances are recorded.

Administration and Security Manage the secure receipt of all income generated by the Visitor Centre and ensure the accurate

completion of all financial and official records in accordance with RSPB procedures.

Ensure all volunteer and staff hours, personal information or special circumstances, including amendments are recorded and communicated as necessary and recorded in line with the RSPB guidelines.

Maintain all Society property in a safe and secure manner. Be vigilant in the prevention of theft of stock or cash, damage to stock, fixtures and fittings, or injury to staff or visitors.

To be accountable at all times that the most up to date processes and procedures are adhered to by yourself and your team.

Observe all Health and Safety guidelines, policies and regulations. This includes the preparation and updating of risk assessments, and the implementation of actions arising from annual health and safety inspections.

In conjunction with the reserve team and Central Services, ensure that retail staff and volunteers observe all procedures and guidelines to maintain the security of the building and contents.

Required to maintain confidential information

Stock control and management.

To be accountable for the stock control within the store and to achieve stocktake results within the company’s accepted tolerance levels

Manage and co-ordinate retail stock-takes as needed to the deadlines required.

To be accountable for the weekly rolling stock counts with results within the RSPB’s accepted tolerance levels

To understand the company write off procedure of stock and to follow authorisation guidelines for any stock that is written off over the RSPB’s tolerance levels

Team Working To provide a work environment free of all forms of discrimination and harassment, where everyone

should be treated with dignity, respect and fairness.

To provide a safe working environment where people are valued and respected, that promotes the health and welfare of all employees.

Create a positive and innovative culture of trust, participation and involvement within and between teams.

Work closely with RSPB trading teams and regional staff to meet RSPB aims and objectives, and obtain support and resources to achieve trading and recruitment targets.

Attend and actively contribute to reserve, regional and trading team meetings, the annual retail conference or any other central conferences as required and cascade to the retail team on site where necessary

Other Duties Handle general enquiries and take a responsible lead in absence of other centre staff.

Liaise with Marketing & Publicity Officer to generate press coverage for shop activities and promotions.

Attend training courses and develop personal skills and knowledge in line with agreed personal and team objectives.

As a key holder, you may be asked to attend alarm call-outs during non trading hours.

If required, act as Duty Manager and one of the reserve key holders for business and building security.

To undertake any other activities reasonably requested in line with responsibilities/role by line manager and/or other senior RSPB management.

Maintain a high standard of personal presentation.

Other Relevant Factors

We expect you to carry out your job responsibilities in an environmentally aware manner, ensuring as little damage to the environment as possible. Our aim is to ensure all resources are utilised effectively and efficiently. You will be expected to apply ‘sound value for money’ principles in undertaking purchasing or supply of goods and services.

RSPB volunteers are a major resource and make a vital contribution to the RSPB’s aim to take action for the conservation of wild birds and the environment. You will be expected to encourage, develop and support volunteer involvement in our work.

Supporting information

RSPB Minsmere Nature Reserve

Minsmere has been thrilling people with the opportunity to get close to nature for decades.  Those who visit and love it know that Minsmere is amazing – like nowhere else in the UK – because of its history (established in 1947), its variety of habitats and species, its role in saving some of the UK’s most iconic birds and because of the sense of space, peace, connection with nature and awe that you can experience here.

One of the most important wildlife sites in Europe, designated as a Site of Special Scientific Interest (SSSI), Special Protection Area (SPA), candidate Special Area of Conservation (cSAC), Ramsar and a Council of Europe Diploma site it lies within the Suffolk Coast and Heaths Area of Outstanding Natural Beauty (AONB) and the Suffolk Heritage Coast.  It forms the heart of a contiguous network of sites managed for nature conservation interest between the Blyth and Alde estuaries

It has also played an important role in global nature conservation.  The first purpose-built wader habitat in the world was made at Minsmere (known as the Scrape) and has been copied at many other sites, such as Mai Po in Hong Kong and Kuala Selangor in Malaysia.

RSPB Retail

Retail is a vital element in the RSPB’s trading arm, with a turnover in 2013 of almost £9m, which includes a successful online mail order business, as well as licensing and trade income. On site catering also makes an increasingly significant contribution.

Minsmere is one of the RSPB’s 24 retail sites (20 on reserves and four at other locations) and 11 catering outlets across the UK. In 2013/14 Minsmere alone contributed over 9% of the RSPB’s total retail and catering sales and almost 10% of its profit. With higher visitor and customer numbers, this is set to increase in the current financial year.

One of the key objectives in the RSPB’s corporate strategy, Saving Nature, includes the target of doubling income by 2020 to achieve its conservation goals.

100% of the profits from everything sold by the RSPB goes straight back into funding the RSPB’s conservation work in the UK and around the world.

Living in Suffolk

Minsmere is part of the Suffolk Coasts and Heath Outstanding Natural Beauty (AONB, one of Britain’s finest landscapes. Located on the coast of East Anglia, it covers 150 square miles and includes wildlife-rich wetlands, ancient heaths, windswept shingle beaches and historic towns and villages.

Suffolk, itself, is an outstandingly beautiful county.  The county has a landscape as varied as its rich history, contrasting pretty timber-framed medieval wool villages such as Lavenham, Clare and Kersey to the maritime and fishing ports of Ipswich and Lowestoft; Southwold with its elegant houses and greens, famous Adnams brewery and jolly pier; unspoiled rivers for all to enjoy, with plenty of space for sailing or fishing enthusiasts; a coast of beaches for all-comers, whether swimming in the sea at Walberswick or sitting on the shingle with fish and chips at Dunwich ; and an abundance of fine market towns dotted across the county, all with superb churches and excellent shops, pubs and restaurants.

Flatford Mill, where John Constable painted The Haywain, nestles in the Stour Valley, close to his native East Bergholt. A dozen miles away Thomas Gainsborough’s birthplace in Sudbury is now a museum and his statue graces the market place. Up the coast at Aldeburgh lived composer, Benjamin Britten, born in Lowestoft. He co-founded the Aldeburgh Festival of Music and Arts, established in 1948 – the year after Minsmere became a nature reserve – and which takes place annually in June at Snape Maltings, nowadays the musical hub on the Suffolk Coast all year round. Latitude music and arts festival happens in Henham Park, near Southwold every July, and one its star performers of recent years, Ed Sheeran, went to primary and secondary school in nearby Framlingham.

As well as a thriving agricultural industry, several international organisations are based in Suffolk...BT research and development at Martlesham, Britain’s chief container port at Felixstowe and Newmarket, the home of horse racing. Suffolk also has one of the UK’s most recent Higher Education institutions, University Campus Suffolk, in the county town of Ipswich.

Suffolk remains one of the safest counties in the UK. Annual figures continue to show that the county is among those with the lowest crime rates, compared to the national average.

The many faces of Suffolk include coastal beach huts, Lavenham (ancient wool town) and the Ipswich marina development

Person SpecificationJob Title: Retail Manager

Region /Dept: Eastern England / MinsmereHow criteria will be tested : A = Application Form, T = Test, I = Interview, P = Personality test, O = OtherEssential DesirableQualifications A T I P O Qualifications A T I P O

a Degree or retail-related qualification √

Experience Experience1 Significant retail management experience √ √ b Broad-based experience of retail business √ √2 Significant staff management experience √ √Skills/Abilities Skills/Abilities3 Inspiring team leader with infectious enthusiasm and superb

people skills √ √ √ c First Aid at Work certificate √

4 Able to demonstrate highest standards of customer care √ √5 Efficient administrator with keen eye for detail √ √ √6 Highly developed and proven skills in merchandising –

excellent sense of store layout / stock presentation√ √ √

7 Excellent levels of literacy and financial awareness √ √ √8 Excellent communication and influencing skills √ √9 Able to work under pressure effectively √ √ √10 Able to work flexibly, including weekends & holidays on a

regular basis√ √

11 Able to travel to other locations √ √Knowledge Knowledge12 Excellent level of retail knowledge and commercial

awareness √ √ d Interest in natural history and conservation, especially birds

and birdwatching√ √

Disposition/Circumstances Disposition/Circumstances13 Enthusiastic, self motivated attitude, ambitious to drive

business forward√ √ √

14 Forward thinking and able to work on own initiative √ √ √15 Well presented at all times √ √

PLEASE REFER TO VACANCY DETAILS FOR RETURN ADDRESSJob Ref. No. A1580714

Position applied for

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APPLICATION FOR EMPLOYMENT

STRICTLY CONFIDENTIAL

Employment historyPlease give details of all jobs held, including part-time and unpaid work, starting with your current or most recent employer. Continue on a separate sheet if necessary.

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Relevant skills/knowledge/experienceYou should outline below how your skills/knowledge/experience meet the requirements of the Person Specification. You may draw on past employment and/or out of work activities. Please include details of any scientific papers you have had published. Continue on a separate sheet if necessary.

Application Pack July 2012 The Royal Society for the Protection of Birds (RSPB) is a registered charity: England and Wales No. 207076 Scotland No. SC037654

Why are you interested in applying for this post?Continue on a separate sheet if necessary.

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Declaration

The information on this form will be used for recruitment and selection purposes only and if your application is successful it will form part of your employment record. All unsuccessful applications will be destroyed twelve months after the closing date for positions advertised in Scotland, England and Wales and three years after the closing date for positions advertised in Northern Ireland.

Are you eligible to work in the UK ? Yes No

For Internal applicants only: In the event of my application being successful give my permission for the HR Department to approach my line manager for an internal reference.

If it is discovered that you have given any information, which you know to be false, or withhold any relevant information your application may be rejected or any subsequent employment terminated.

I confirm that the information contained in this application form is correct.

Signature .....................................................................................……………………………………….

Date .................................................................................................................................................