Senior Retail Customer Assistant

**Royal Voluntary Service**has an opportunity available for a **Senior Retail Customer Assistant - Weekends**to join our team at **Norfolk and Norwich Hospital, Colney Lane, Norwich, NR4 7UY**. You will join us on a **part-time, permanent basis**, and in return, you will receive a competitive salary of **£12.68 per hour (FTE £23,091 per annum)**.

**About the Senior Retail Customer Assistant role**:
Royal Voluntary Service hospital cafes, shops and trolleys are part of the fabric of the NHS and a real asset in their own right. Staffed by employees and volunteers, we provide an outstanding range of beverages and healthy food choices. Our customers love the fact that the money they spend with us pays for volunteer action in hospitals and the community.

Working alongside a friendly team of employees and volunteers, to support the day-to-day management of our busy retail **Cafe at Norfolk and Norwich Hospital**.

**In this role, you will be responsible for**:

- Providing friendly, helpful and efficient service at all times
- Welcoming customers, informing them about specials or new products, answering questions and accepting orders and payments
- Operating the till and cashing up
- Maintaining a high level of cleanliness complying with Health and Safety and food hygiene standards and ensuring all areas of the site remain tidy
- Ensuring that all stock and displays are replenished regularly and ordering supplies if required
- Engage with volunteers to direct & lead by example to ensure they have a great volunteer experience. Have a positive & motivated attitude
- Supervise the site and the team in the absence of the Retail Service Manager and supporting the manger to achieve KPI’s set & be able to direct, train & support your team to deliver

**Hours**:16 per week
- This is a **weekend-only**position.
- You must be available to work **Saturday and Sunday between 09:00 and 19:00**.
- The role consists of **16 hours per week**.
- Example shifts include: 09:30 - 18:30

**Our retail sites are open every day, including weekends and all bank holidays.**
There may also be opportunities for paid overtime during busy periods or to cover absences.

**What you'll bring as our Senior Retail Customer Assistant**:
Working in a hospital requires a special kind of customer service. Your ability to communicate with a variety of people in a friendly and cheerful way will make a real difference to someone’s day. The key is to adapt your approach to each person to ensure their needs are met.

**This is what we're looking for**:

- Previous experience in a retail or cafe environment with experience of managing people
- Knowledge of EPOS systems would be advantageous.
- Knowledge and experience of general administrative processes.
- Knowledge in Food Safety & Health & Safety procedures would be advantageous but full training will be given
- Excellent communications skills
- Skilled at Organising, Delegating & Prioritising
- Can remain calm & professional in fast paced environment
- The ability to deliver excellent customer service
- Enjoy working within a passionate team as well as working on your own on occasions
- Flexible to the needs of the business & can attend out of hours training if required

**This is what you'll be doing**:
You will Supervise the effective operation of the retail outlet/s in maintaining outstanding store standards, whilst providing friendly, helpful, and excellent customer service to all customers, maximising a great shopping experience. To Support the manager to deliver set KPI’s by directing, developing & supervising a team to achieve set goals. Ensuring that all policy & procedures are followed at all times.
- Provide friendly, helpful, and efficient customer service at all times with excellent product knowledge.
- Supervising of a team ensuring that preparation of hot & cold food is to legal food safety standards & be able to assist at peak trade.
- Operating the till and undertake cash reconciliation as required & will be required to perform an open & close of a service.
- To receive incoming deliveries, distribute, maintain, and date rotate stock as appropriate. Assist in the accurate completion of regular stock takes.
- Engage with volunteers to direct & lead by example to ensure they have a great volunteer experience. Have a positive & motivated attitude.
- Maintaining a high level of cleanliness complying with Health and Safety and food hygiene standards and ensuring all areas of the site remain tidy.
- Support the manager to achieve KPI’s set & be able to direct, train & support your team to deliver.
- Be able to communicate & feedback to your team & your manger on good performance but be able to challenge when you see there is an improvement required.
- Flexible to the needs of the business & be available to work any day of the week including weekends. You may be required to work out of hours to assist in training or stock takes.

**This is how you'll be doing it**:
**Service Delivery Focussed*