BUTTERWICK HOSPICE CARE

VOLUNTEER ROLE DESCRIPTION

Role title: Retail Assistant

Role summary: / Work as part of a team sorting, displaying and selling merchandise in the Butterwick shop – delivering a high level of customer service at all times
Usual role hours/shift: / Half day shift per week or as arranged with Shop Manager
Uniform: / Volunteer badge, sensible footwear – specifically full shoe (not open toe shoes). See general section for personal protective clothing required
Line manager
/supervised by: / Shop Manager and Assistant Shop Manager or designated volunteer
Supported by: / Voluntary Services Department
Reporting absences: / If you are ill, going on holiday or otherwise are unable to undertake the shift please contact your line manager/supervisor as soon as possible

Main tasks:

1.  Deliver a high level of customer service at all times.

2.  Accepting and sorting donations. Storing items in accordance with the storage protocols

at the shop.

3.  Preparing items for sale in the shop using the steamer (ensure you have been given full

training before using).

4.  Pricing and ticketing items as directed by the line manager/supervisor.

5.  Displaying merchandise on the shop floor and window dressing.

6.  Rotating stock on a regular basis.

7.  Floor walking duties i.e. ensure all merchandise is priced and ticketed, rails and shelving

are tidy.

8.  Up-keep of the shop by washing, cleaning, hoovering and dusting shelves, counter, floor,

changing areas etc.

9. Be vigilant re: shop lifters. Check for empty clothes hangers on the shop floor or be

vigilant if clothing items are brought to the till without a hanger. If you are suspicious please do not approach a shoplifter but alert the Shop Manager or Assistant Shop Manager. Seek advice from the retail team (in advance/in anticipation of this occurrence) of the protocol when no staff are available in the shop.

10. Follow the Dry Cleaning protocol when customers enquire, drop off or wish to pick up dry

cleaning items (applicable only to those shops with the dry cleaning service).

11. Handling cash including till work and cashing up.

12. To ensure that all monies received in to the Hospice are recorded appropriately.

13. In the absence of shop staff, bank the takings (adhere to guidance in the Volunteer

Handbook re: lone working).

14. Answering the telephone and dealing with customer enquiries.

15. Following the Returns and Refunds Procedure when dealing with returns and refunds.

16. Following the Retail Complaints Procedure in the case of complaints.

17. To undertake any other tasks as requested/deemed appropriate with the nature of the

role.

General:

1.  To maintain excellent public relations and promote the Hospice philosophy of care in the

community.

2. To operate within all of Butterwick’s relevant policies and procedures, including health and

safety, fire, equal opportunities, confidentiality and Core Values.

3. Wear personal protective clothing as required, including gloves when sorting.

4. The volunteer will be expected to take responsibility for their own health and safety at work, provide appropriate support to the management team for corporate health and safety issues and report any areas of risk.

Training:

Butterwick is committed to the ongoing training and development of volunteers, aiming to provide appropriate training for all volunteers in order to meet statutory obligations, ensure volunteers are well supported in performing their role and to provide opportunities to undertake additional training for personal development. The Voluntary Services Department will ensure that volunteers are informed of all mandatory and statutory training.

Mandatory and statutory training identified for this role:

·  Volunteer Induction

Optional training (if you are keen to undertake any of the training below please ask the Voluntary Services Department who will arrange this for you):

·  Risk Assessment – by request

·  Loss and Bereavement Level 1 – by request

·  Health and Safety annual refresher – by request

·  Safeguarding Adults and the Mental Capacity Act – by request

Note: Additional training needs may be identified and required to be undertaken or frequencies may change.

2 Last updated July 2011 Registered Charity No. 1044816 Gdrive/Voluntary Services/Role descriptions/….