Gladrags seeks a proactive, organised, person-centred individual to grow the costume service. Responsibilities include overseeing daily operations, delivering excellent customer service, and leading a volunteer team. The role suits someone who thrives in a creative, busy environment and enjoys working with a diverse range of people. Opportunity to contribute to sustainability initiatives, human resources, outreach activities, and more. Key Responsibilities: Team Management: Work with the Director to guide a volunteer team (8-10 people) to run the costume store. Balance daily duties, volunteer interests, and efficient service. Support volunteer onboarding, training, and development. Assist with outreach activities and events. Customer Experience: Deliver excellent customer service, including advising customers, managing costume collections, and handling bookings. Maintain a welcoming store environment and manage hire processes. Oversee customer communications and payments. External Customer Relations: Build and maintain key relationships with customers and stakeholders. Act as an ambassador for the charity’s ethos, services, and community impact. Develop monitoring and evaluation processes for service provision. Administration: Develop systems and documents to enhance customer service and operations. Coordinate with suppliers, contractors, and manage inventory. Organise meetings and collaborate with the finance officer to manage customer-related finance systems. Strategy and Teamwork: Attend team meetings, share updates, and contribute to the organisation’s strategic growth. Ensure compliance with relevant legislation and review policies. Outreach and Events: Support in planning and delivering community events, including children’s dress-up and reminiscence activities. Assist with logistics, volunteer support, and transport when necessary. Sustainability: Work with the Director to manage the relevance and organisation of stock. Oversee costume donations, evaluate their potential for hire, sale, or re-homing, and pursue new opportunities for sustainability. General Duties: Share responsibility for health and safety, wellbeing, and safeguarding. Act as keyholder and contact outside of working hours. Handle minor maintenance tasks when necessary. Person Specification: Essential: At least one year of experience managing or coordinating teams, customer service, or project management. Ability to work independently, prioritise tasks, and delegate effectively. Strong interpersonal and communication skills. Proactive, collaborative, and adaptable approach. Commitment to sustainability, community arts, and equal opportunities. Desirable: Experience in the voluntary or arts sector. Knowledge of costume design, vintage clothing, or strategic planning. Driving licence and own vehicle are advantageous.