<p> Volunteer Role Description – Butterfly Lounge</p><p>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</p><p>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.</p><p> 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. </p><p> 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).</p><p>This role description may be subject to alteration following appropriate consultation between the volunteer and Department Manager</p><p>Reviewed October 2014 Volunteer Specification – Butterfly Lounge</p><p>Who we are looking for…</p><p>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</p><p>Reviewed October 2014</p>