‘Charity shop manager job has been my favourite’

Michelle Knight’s journey with Willow Wood Hospice is a testament to how a fulfilling career can emerge from unexpected beginnings.

Describing her role as Relief Retail Manager as her “favourite job out of everything I’ve ever done”, Michelle found joy and purpose in a position that allowed her to explore the unique character of each of our now eight charity shops across Tameside and Glossop.

Michelle, who lives in Dukinfield, loves the variety the role brings. “All of the shops have their own identity,” she explains. “Although they are variations of the same offer, they are so different from each other. I’ve built such lovely connections with the people I’ve worked with in all of the shops and made so many friends.”

The role involves stepping in whenever a shop manager is unavailable, which means every day is different. “One day you can be cleaning windows, pricing items, and steaming clothes. Another day, you’re serving customers on the till, wiping shelves, and doing some admin. It’s also about making the shop look clean and presentable for our customers.”

What she particularly enjoyed is the opportunity to bring ideas from one shop to another, helping to improve operations across the board. “When covering all of the shops, I would see something that is working in one shop that maybe the other shops aren’t doing and mention it to the other shops, which can help improve things, which we all want to do.”

Michelle’s journey with Willow Wood began in 2021 when she started volunteering at our Stalybridge shop after seeing a poster about vacancies. She was already aware of the Hospice’s vital work, after a close friend received end-of-life care at Willow Wood. Volunteering twice a week, Michelle quickly became an invaluable part of the team and was encouraged by the shop manager to apply for the Relief Retail Manager position.

Since then, Michelle hasn’t looked back, working for the Hospice for nearly two years. “Willow Wood looks after its employees, and the organisation means so much to everyone involved in it,” she says. “It also means a lot to the wider public. So many people bring donations in because they have lost a loved one at Willow Wood, and they want to help us raise money by gifting their loved one’s belongings.”

The sense of community and support at Willow Wood is strong, with shop managers, volunteers and Head of Retail, Pauline Lunt, forming a close-knit team. “Pauline is brilliant. You can email her, ring her, WhatsApp her, and she is always happy to help. Because she has been a shop manager herself, there is nothing that she cannot answer.”

Michelle emphasises that you don’t need extensive retail experience to thrive as a charity shop manager. “There are no specialised skills required. You don’t have to be a computer whizz. Training can be given if you’ve not used a till before – it’s really easy to learn. What’s important is that you are ready to learn and you are a friendly face that represents the Hospice.”

Michelle has recently taken on the managerial role at our Hyde shop while manager Gemma is on maternity leave, demonstrating the opportunities for growth and development within Willow Wood. “I started as a volunteer, then became a Relief Retail Manager, and now I’m a shop manager, albeit temporarily. Pauline was a shop manager and now she’s Head of Retail, so there are definitely opportunities for development.”

The Hospice also offers regular training opportunities to help staff to continually develop their skills. “Two of my colleagues, Pauline and Julie, recently went to a retail conference, which was a great experience,” stated Michelle. “We also have regular training that’s hospice-wide, which helps connect us with colleagues in other teams and is an opportunity to develop skills we perhaps otherwise wouldn’t learn.”

With our shop takings surpassing £1 million in the last financial year, it’s an exciting time to join Willow Wood as we expand our operations. “We are giving people more than just a jumble sale experience; we want them to have a nice shopping experience even in this current financial climate,” Michelle says. “The new Glossop shop looks fantastic and almost nothing like a charity shop as we know it. The direction we want to move in is that all of our shops have that same look and feel about them.”

For Michelle, the role of a charity shop manager is more than just a job – it’s about making a difference. “Every day is different in every shop, and I have met so many different people. You feel like you are making a difference to the bigger picture of supporting the Hospice. There’s quite a buzz in the shops, and they can be a hive of activity, but there is a really nice atmosphere.”

If you’re looking for a rewarding role with a strong sense of community, Michelle highly recommends applying to become a charity shop manager at Willow Wood. “It’s a wonderful opportunity to be part of something special.”

For more information about joining our team, visit https://willowwood.org.uk/retail-manager-job/