Customer Service Volunteer - Bishop's Stortford Shop

CM23 3XH, Bishop's Stortford
15 Nov 2017
14 Jan 2018
Contract Type
The difference you will make:

St Clare Hospice is a local charity and each year we care for hundreds of people across West Essex and the East Hertfordshire border. We provide free, compassionate care and support to adults with life-limiting illnesses, their families and carers.

It costs over £4 million each year to provide our vital services (including clinical and support services) and with limited NHS funding, we need to fundraise for most of this. The St Clare Trading Company runs 8 charity shops and all of the profits are passed directly to St Clare Hospice. Our shops also raise awareness of St Clare Hospice and help to break down some of the myths that surround hospice care.

Our specialist music and bookshop in Bishop’s Stortford stocks a vast collection of books, CDs and vinyl as well as DVDs.

A salaried manager runs each shop but we could not operate without our dedicated teams of volunteers. By donating just a small amount of your time, you could help St Clare to continue being there for local families facing one of the most difficult journeys in life.

What you will be doing:

1. Providing great customer service:
 Welcome everyone who comes into the shop with a ‘good morning / afternoon’ and a friendly smile.
 Allow shoppers time and space to look around, but be attentive and ask them if they would like any help if they look like they need it.
 Assist customers to get things from the window display / shelves if they are unable to.
 Answer customer queries in a polite and helpful manner.
 Refer any compliments or complaints to the shift leader.

2. Serving customers at the till
 Wrap any bric a brac or delicate items for the customer.
 Put the purchase through the till.
 Offer the customer a bag.
 Offer the customer a receipt, and let them know about our exchange / refund policy.
 Let them know about any other products that may be of interest to them.
 Thank them for their custom.

3. Accepting donations and processing Gift Aid
 Thank everyone who comes in to donate.
 Ask them if they are already signed up as a Gift Aider.
 If they are already a Gift Aid donor take down their Gift Aid number, or their postcode and surname. Find them on the system and print off the relevant bar codes.
 If they aren’t an already a Gift Aid donor then explain Gift Aid to them and encourage them to sign up (if eligible).
 If there is no Gift Aid to assign to the donation then record it as an anonymous donation.
 Take donations to the sorting room and put in the relevant pen for sorting.

4. Merchandising - promoting the sale of goods through their presentation
 Display merchandise in line with shop / managers system.
 Move all of the products on a display or shelf to the front so as to make them more prominent.
 Ensure all areas of the store are well stocked and well presented.
 If certain areas of the shop are looking depleted of stock communicate this to the shift leader to see if more can be sourced.
 Change window display is updated on a regular basis.

5. Keeping the shop clean and tidy:
 For example washing up cups, replenishing tea, coffee and milk, putting tools away (pricing guns, ticket labels etc), emptying bins when full, sweeping the floor, and keeping communal areas like the kitchen and toilet clean.

6. Any other duties requested by the shop manager / shift leader.

The skills / experience / personal qualities you will need:

• Polite and helpful at all times when interacting with customers.
• Good at working as part of a team: gets on well with others, happy to help and support other team members.
• Also able to work independently when the role requires.
• Adaptable to change – willing to help with whatever needs doing in the best interests of the shop.
• Willing to learn and follow guidance / processes.
• Will take the initiative and find things that need doing during quieter periods.
• Hard wo

Similar jobs