Job Description

Retail Support Assistant (Bank Contract)

Hourly Rate

12.21 per hour

Hours

Bank

Responsible to

Deputy Head of Retail

Accountable to

Head of Retail & Trading

Overgate Hospice is an independent charity with a mission to ensure that patients and those close to them live with the best possible quality of life. This is enabled by provision of the highest standard of compassionate and evidence-based specialist palliative and end of life care for adults in Calderdale who have active, progressive life limiting illness.

However, the current constraints of our ageing facilities are making this more difficult than ever. Our ambitious redevelopment plans will modernise and expand our existing facilities to transform the environment in which we care for our patients, as well as meaning we can care for more people who need us. In April 2024, Overgate Hospice launched a capital appeal, the Big Build Appeal, to raise the funds needed to make these transformational plans become a reality.

Job Summary

The Charity Shop Retail Support Assistant will provide flexible relief cover and practical support across Overgate Hospice's shops, ensuring smooth day-to-day operations in the absence of permanent staff. Working closely with the Area Managers, Shop Managers, and volunteers, the postholder will help maintain high retail standards, deliver excellent customer service, and maximise income to support the work of the Hospice.

This role involves supporting volunteers, promoting Gift Aid and hospice initiatives, maintaining stock control and presentation, and ensuring all financial and administrative procedures are followed accurately.

As a key member of the Retail Team, the Retail Support Assistant will embody the values of Overgate Hospice, helping to create welcoming, well-run shops that reflect the Hospice's reputation within the Calderdale community.

Minimum Qualifications / Experience Required

Study to GCSE Level or equivalent experience

1 Year Retail Experience

Key Working Relationships

Deputy Head of Retail

Income Generation Team

Volunteer Services Team

Volunteers

Shop Managers

Area Managers

Duties and Responsibilities

Shop Operations

Provide day-to-day relief cover in any Overgate Hospice shop as required, ensuring smooth and effective running of the shop in the absence of the Shop Manager.

Maintain high standards of presentation, cleanliness, and organisation across all areas of the shop.

Handle, sort, and process donated stock and deliveries, maintaining appropriate stock levels and effective rotation.

Price and display items in accordance with agreed shop procedures and pricing structures.

Ensure all financial procedures are followed, including accurate cashing up, banking, reporting, and completion of relevant paperwork.

Report any issues or concerns promptly to the Shop Manager or Area Manager and work collaboratively to resolve them.

Income Generation and Promotions

Support the promotion and development of Gift Aid within the shop.

Assist in maximising income through effective merchandising, recycling unsellable items, and supporting online sales (e.g. eBay).

Promote Overgate Hospice campaigns, loyalty card scheme, and fundraising activities to customers.

Volunteer Support

Provide guidance, motivation, and day-to-day supervision to volunteers, ensuring they feel valued and supported.

Help maintain a positive and inclusive volunteering environment within each shop.

Customer Service

Deliver excellent customer service at all times, ensuring every customer and donor has a positive experience.

Build strong relationships with customers, donors, and the local community, promoting the work and values of Overgate Hospice.

Represent the Hospice professionally at all times.

Teamwork and Communication

Develop effective working relationships with Area Managers, Shop Managers, volunteers, and the wider Retail Team.

Communicate effectively with colleagues to ensure smooth transitions when covering shifts in different shops.

Compliance and Administration

Adhere to all Hospice policies and procedures, including Health & Safety, Safeguarding, and Data Protection.

Maintain confidentiality in all matters relating to the Hospice, its business, patients, staff, and volunteers.

Attend mandatory training and undertake additional development as required to meet the needs of the role.

Carry out any other reasonable duties as requested by the Area Managers or Deputy Head of Retail & Trading.

Overgate General Duties and Responsibilities

All employees must maintain a safe working environment in accordance with Overgate Hospices Health and Safety policies & abide by the Health and Safety at Work Act (1974)

All employees must undertake relevant mandatory training.

All employees must comply with all Hospice policies and procedures and always maintain strict confidentiality within the guidelines of the General Data Protection Regulations.

All employees must adhere to the Hospice's Standards of Behaviour Framework and Values in all aspects of their work.

This job description is not exhaustive and will be subject to periodic review. The employer and the employee share responsibility to review and amend it as appropriate.

Safeguarding children and adults at risk

All Hospice staff are required to act in such a way that at all times safeguards the health and well-being of children and adults at risk. Familiarisation with and adherence to the hospice safeguarding policies is an essential requirement of all employees as is participation in related mandatory/statutory training.

Valuing Diversity and Equality

All employees should carry out their duties in accordance with the values and principles of valuing diversity and equity of provision. It is the responsibility of all employees to support the Hospice vision of promoting a positive attitude to diversity and equality of opportunity, to eliminate discrimination and disadvantage in service delivery and employment, and to manage, support or comply through the implementation of the Hospice's Equal Opportunities Policy.

PERSON SPECIFICATION

Qualifications/Training

Essential

Educated to GCSE level or equivalent experience

Desirable

Current driving licence and access to own transport for work use

Knowledge

Desirable

Knowledge of the local area

Knowledge of gift aid legislation

Good computer knowledge and experience

Experience

Essential

Minimum 1 years' experience of working in retail

Experience of representing an organisation in a professional manner

Experience of prioritising own workload and working with minimum supervision

Desirable

Experience of working with and managing volunteers

Experience of multitasking and working with constant interruptions

Minimum 1 years' experience of working in charity retail

Experience of working to timescales and deadlines

Experience of representing an organisation in a professional manner

Skills/Abilities

Essential

Excellent organisational skills

Flexible, friendly, accessible attitude

Excellent communication skills (written and oral)

Good timekeeping

Excellent interpersonal skills

Ability to work flexible, occasional unsocial hours

Ability to work in a team

Ability to maintain confidentiality

Excellent attention to detail

Personal Attributes

Essential

Self-confidence and results-focused personal drive

Ability to deal with conflicting demands & pressures

Emotionally Resilient

Willing to undertake further education and training to meet the demands of the role

Understanding of, and empathy with, Hospice environment

Team player who earns the trust & respect of colleagues

Positive, professional approach and image

Diplomatic, yet assertive when required

Commitment to the purpose and values of Overgate

Desirable

Understanding and competent use of social media

Excellent telephone manner

Pay: 12.21 per hour

Expected hours: No less than 1 per week

Work Location: In person