Are charity shops run by volunteers? Here's how they really work

Walk into any charity shop on a Saturday morning, and you’ll see people sorting clothes, pricing books, or ringing up customers. Most of them aren’t paid. They’re volunteers. But that doesn’t mean the shop runs on goodwill alone. The truth is more complicated-and more interesting.

Most charity shops rely heavily on volunteers

In New Zealand, the UK, Australia, and the US, the vast majority of charity shops are staffed almost entirely by volunteers. Oxfam, St Vincent de Paul, The Salvation Army, and local community charities all depend on people giving their time. In Auckland alone, over 80% of charity shop staff are unpaid. That’s not a guess-it’s based on annual reports from major charities. One shop in Ponsonby, for example, has 22 regular volunteers and only two paid staff members: a manager and a part-time bookkeeper.

Why? Because volunteers keep operating costs low. Rent, utilities, and stock transport are expensive. Paying full-time wages would eat up most of the money raised. Volunteers let charities stretch every dollar further. A donated shirt that sells for $5 goes straight to funding food banks, counseling, or youth programs. Without volunteers, that $5 wouldn’t exist.

What do volunteers actually do?

It’s not just sorting through bins of old sweaters. Volunteers handle everything. They sort donations by type, condition, and season. They clean, tag, and price items-often using a simple system: $2 for shirts, $5 for jackets, $1 for books. They arrange displays to make things look appealing. They handle cash, give change, and answer questions from customers.

Some volunteers specialize. One woman in Christchurch has been pricing vintage jewelry for 12 years. She knows how to spot real silver, identify 1970s designer labels, and tell if a handbag is worth $20 or $200. Another volunteer in Wellington runs the shop’s social media, posting photos of new arrivals every morning. These aren’t side tasks-they’re critical roles that keep the shop running smoothly.

And it’s not all about the money. Volunteers often become the face of the charity. They talk to customers, share stories about where donations come from, and sometimes even help people who are struggling. A lot of shoppers come back not just for bargains, but because they like the people behind the counter.

Are there paid staff too?

Yes. Even the most volunteer-heavy shops usually have a few paid roles. These are typically managers, financial officers, or logistics coordinators. A shop manager might oversee three or four locations. They handle compliance, health and safety, payroll for the few paid staff, and relationships with suppliers or local councils. They also train volunteers, schedule shifts, and deal with problems like theft or damaged stock.

Paid staff are usually hired because these roles require specific skills. You can’t train a volunteer to file tax returns or negotiate a warehouse lease. But even these roles are kept minimal. In smaller towns, one paid person might manage five shops. In bigger cities, a charity might have a central office with a small team handling multiple locations.

Volunteers aren’t just helpers-they’re essential

Think of a charity shop like a small business. It needs customers, stock, pricing, marketing, and operations. Volunteers do most of the work. Without them, the shop closes. And if the shop closes, the charity loses its main source of income.

In 2024, UK charity shops raised £270 million. Australia’s charity shops brought in over $300 million. In New Zealand, the sector raised nearly $120 million. Almost all of that came from volunteer labor. The average volunteer gives 4-6 hours a week. Multiply that by thousands of people, and you’ve got the equivalent of hundreds of full-time jobs.

Some people assume volunteers are just “helping out.” That’s not true. They’re the backbone. They’re the reason a single donated coat can fund a week of meals for a homeless person. They’re the reason a child in a low-income family can get a school uniform for $3 instead of $30.

How to get involved

If you’re thinking of volunteering, you don’t need experience. Most shops offer a short orientation-usually an hour. You’ll learn how to sort donations, use the till, and handle customer questions. Some even offer training in basic retail skills or customer service.

Volunteering here is flexible. You can do one shift a week, or come in every day. Some people volunteer because they want to give back. Others do it to meet people, stay active, or learn new skills. One retiree in Dunedin started volunteering after her husband passed away. She said it gave her a reason to get up in the morning.

You can find opportunities through national charities like St Vincent de Paul, The Salvation Army, or local community boards. Most have websites with volunteer sign-up forms. You can also just walk in. Many shops welcome drop-ins, especially on weekends.

What happens if volunteers stop showing up?

It’s not theoretical. During the pandemic, many charity shops shut down because volunteers were elderly and couldn’t come in. In 2021, one Auckland shop lost 70% of its volunteers. Sales dropped by 60%. They had to close two days a week and cut funding to their homelessness program. It took over a year to rebuild the team.

That’s why charities now focus on volunteer retention. They offer small perks: free coffee, birthday cards, annual thank-you events. Some even give volunteers a 10% discount on shop items. It’s not about paying them-it’s about showing they’re valued.

Volunteers are the heart of charity shops

Charity shops aren’t just places to buy cheap clothes. They’re community hubs. They’re where people come together to care for each other. And it all happens because ordinary people give their time.

So yes-charity shops are run by volunteers. Not because they can’t afford to pay people. But because volunteers make the whole thing meaningful. They turn donated items into hope. And that’s something no salary can buy.