Job Description

Job Title: / RETAIL ADMINISTRATION ASSISTANT
Reference No: 1021
Location: / Retail Distribution Centre Worthing
Reporting to: / Retail Distribution Centre Manager
Department: / Retail
Job Purpose: / To provide administrative assistance and support to the multi functional Retail Office and effectively responding to customers and donors requests and enquires.
Direct Reports: / None

Position in organisation

Internal Contacts: / All St Barnabas Hospices Departments
All Shops (at present 21)
Volunteers
Distribution Centre team
External Contacts: / Donors / General Public
Card printers
Friends Groups
Key Reponsibilites / Tasks / % Importance
Administration Tasks /
  • Dealing with customers and donors efficiently and effectively on the telephone, by email, face to face by letter and through the on line shop
  • Dealing with enquiries from the public about retail and St Barnabas Hospices
  • All administration work relating to above
  • Data inputting of on till
  • Checking all shops weekly card sales and accurate recording onto database.
  • Following up problems with card orders
  • Archiving to meet data protection requirements
  • Support RDC Manager in administrative tasks
  • Contact with Friends Group to support sales
  • Assist in producing reports requested by Head of Retail.
  • Monitor card stock levels for reordering
/ 30%
Delivery & Collection Service /
  • To assist and partner the RDC Manager in the organisation of the weekly card deliveries to shops/Hospice
  • Collate package and post card orders to customers
/ 30%
Communications /
  • Frontline ambassadors forSt Barnabas through telephone customer contact
/ 30%
Legislative Compliance: /
  • Ensure relevant data protection procedures are followed rigorously
/ 10%

Decisions / Recommendations

Take accurate messages regarding customer complaints and queries and pass to appropriate person
Assist in dealing with issues in shops relating to Christmas cards.
Dimensions and limits of authority / influence)
Responsible for the administration of donations in relation to card orders
Allocation of of card distribution via van drivers
Responsible for the efficient delegation of work to appropriate route and day
Partner Retail Office Manager in determining most appropriate filing systems for both paper and IT

Allocation/checking of work

Uses own initiative to mange work priorities, work directed and allocated by RDC Manager
Involvement in H&S compliance

Physical effort

Unpredictable as it is dealing with some awkward loads
Intermittently physically demanding, standing, bending, lifting, walking especially on house clearances
Manual handling of Christmas cards
Sitting at a work station, PC work - repetitive hand and wrist movement and use of VDU
Working conditions
Office warehouse environment
Exposure to bereavement issues
Qualifications, skills and knowledge required

Qualifications / Experience

Good standard of general education to GCSE level or equivalent
Desirable
Experience of working with volunteers or as a volunteer / not for profit sector

Knowledge of Trading Standards / Health & Safety / Manual Handling

Skills

Good written and verbal communication skills, with the ability to take concise and accurate messages
Able to communicate confidently with a wide range of people and with sensitivity
Well developed interpersonal skills, able to interact and collaborate effectively to support colleagues and other departments
A team player who responds positively to change
Strong organisation skills with the ability to manage tasks simultaneously
Able to deliver on deadlines, maintaining accuracy and attention to detail
Demonstrated good keyboard skills, and able to compile documents and reports
Numerate with IT proficiency in word processing and spreadsheet packages and EPOS till systems
Customer service orientated
Personal grief resolved sufficiently to perform and cope in palliative care setting

Knowledge

IT proficiency with MS Office (Word, Excel, Outlook) & Internet research capability

OTHER DUTIES

To undertake any other duty within your ability and within reason, as may be required from time to time, at the direction of your line manager.

ASSISTANCE

St Barnabas Hospices have the advantage of being supported by a number of volunteers. If a volunteer is assigned to assist you at any time, you will still retain responsibility for the requirements of this job in terms of accuracy, efficiency and standards of completion. You will also ensure good communication and be mindful of your responsibility towards that volunteer in terms of Health and Safety.

CONFIDENTIALITY

You should be aware of the confidential nature of the hospice environment and/or your role. Any matters of a confidential nature, relating to patients, carers, relatives, staff or volunteers must not be divulged to any unauthorised person.

DATA PROTECTION

You should make yourself aware of the requirements of the Data Protection Act and follow local codes of practice to ensure appropriate action is taken to safeguard confidential information.

HEALTH AND SAFETY

You are required to take reasonable care for your own health and safety and that of others who may be affected by your acts or omissions and you should ensure that statutory regulations, policies, codes of practice and safety and good house-keeping rules are adhered to, attending safety and fire lectures as required.

JOB DESCRIPTION

This Job Description is not intended to be restrictive and should be taken as the current representation of the nature of the duties involved in your job and needs to be flexible to cope with the changing needs of the job and St Barnabas Hospices.

AGREEMENT

Senior Manager’s name Signature

Job Holder’s name Signature

DATE AGREED