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
Purpose / To enhance the image, reputation and income of the Hospice, by creating a positive first impression, providing excellent customer service and maximising sales of refreshments and merchandise.Key Duties / · 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
· 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
Your Knowledge & Development / · Participate in mandatory training as required e.g. food hygiene, back care, till operation and cash handling
· Increase your knowledge and awareness of palliative, end of life 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.
Improving Our Service / · Report any incidents, accidents, complaints or concerns to the Retail Manager
· 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
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