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