New Volunteer Role Request Form

Volunteer Role Description – Butterfly Lounge

Reports To: Catering Manager Location: Birmingham St Mary’s Hospice Department: Catering Department Manager: Catering Manager Uniform Required: Volunteer Name Badge, Tabard (provided by the Hospice) Hours: 10.30am – 1.30pm, 1.30pm – 4.30pm and 4.30pm – 7.30pm Monday – Sunday

To enhance the image, reputation and income of the Hospice, by creating a positive first impression, providing excellent customer service Purpose and maximising sales of refreshments and merchandise.

 Prepare the service area and shop prior to opening  Help to ensure that the Hospice is selling the right products by documenting items that customers ask for that we do not currently sell Key Duties  Displaying and rotating stock in the cabinet display  Engage with customers, providing a warm, friendly welcome  Deal with customer enquiries re Hospice services and volunteering and fundraising opportunities  Cash handling and operating the till  Cashing up and cash security  Participate in mandatory training as required e.g. food hygiene, Your back care, till operation and cash handling Knowledge &  Increase your knowledge and awareness of palliative, end of life Development care e.g. attend volunteer specific training day  Ensure that all appropriate food hygiene and health and safety practices are implemented and observed to meet regulations and Hospice standards  Ensure confidentiality is maintained at all times.

 Report any incidents, accidents, complaints or concerns to the Improving Our Retail Manager Service  Attend and share your thoughts and ideas at Butterfly Lounge volunteer meetings or via volunteer communication folder  Participate in feedback sessions e.g. three month follow up (new starters).

This role description may be subject to alteration following appropriate consultation between the volunteer and Department Manager

Reviewed October 2014 Volunteer Specification – Butterfly Lounge

Who we are looking for…

Personal Qualities & Attributes:  Polite, pleasant and approachable manner  Positive and professional attitude  Conscientious and committed to providing a high quality service  Attention to detail and accuracy  Enjoys meeting and interacting with people  Ability to demonstrate patience and sensitivity when responding to different and sometimes difficult situations  Ability to follow instructions but also use own initiative  Ability to be flexible, adaptable and accepting of change  Reliable and trustworthy Experience:  Previous experience of providing customer service and cash handling (not essential)  Previous experience of working in a retail setting (not essential) Knowledge & Skills:  Excellent communication skills – a good listener  Basic numeracy (maths) skills  Understand and keep confidentiality Qualifications:  Basic food hygiene (not essential)  On-the-job training provided

Reviewed October 2014