Previous experience in a retail or cafe environment, including experience managing people.
Knowledge and experience of general administrative processes.
Excellent communication skills.
Ability to organise, delegate, and prioritise.
Ability to remain calm and professional in a fast-paced environment.
Ability to deliver excellent customer service.
Experience with email and the internet is required.
Ability to work within a team and independently on occasion.
Flexibility to work to business needs and attend out-of-hours training if required.
Responsibilities
Provide friendly, helpful, and efficient customer service, including welcoming customers, informing them about specials or new products, answering questions, and accepting orders and payments.
Operate the till, handle cashing up and reconciliation, and open and close the service.
Maintain cleanliness and tidiness in accordance with health, safety, and food hygiene standards.
Replenish stock and displays, order supplies when required, receive and distribute deliveries, rotate stock by date, and assist with regular stock takes.
Supervise the effective operation of the retail outlet and maintain store standards while assisting during peak trade.
Ensure hot and cold food preparation meets legal food safety standards.
Engage with volunteers, direct them by example, and support a positive volunteer experience.
Support the manager in achieving set key performance indicators by directing, training, developing, and supervising the team to meet goals.
Communicate and provide feedback to the team and manager about good performance and areas for improvement.
Follow policies and procedures, and work any day of the week, including weekends; assist with out-of-hours training or stock takes when required.
Desired Qualifications
Knowledge of EPOS systems.
Knowledge of food safety and health and safety procedures; full training will be provided.
Royal Voluntary Service has an opportunity available for a Retail Senior Customer Assistant to join our team at Worcester Royal Hospital, Newtown Road, WR5 1JG. You will join us on a part-time, permanent basis, and in return, you will receive a competitive salary of £12.96 per hour (FTE £23,599 per annum).
About the Retail Senior 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 Shopat Worcestershire Royal Hospital RVS.
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: 30 hours per week - Working 5 from 7 days a week, 6 hours a shift on a rota basis, including weekends
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 Retail Senior 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 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 Identifies and focuses on the individual needs and concerns of the customer or client. Engages and responds accordingly with a professional and high-quality service. Is committed to keeping people safe from harm.
Delivers Objectives Strives to deliver what is expected or required of them and consistently meets objectives and deadlines. Is dependable and does not like abandoned tasks without seeing them through to the end. Work is often conducted in a thorough and methodical manner.
Enable Volunteers Is able to demonstrate an understanding of how their role impacts and supports volunteers and their experience within the charity. Is ready to collaborate with the Volunteering Team and is willing to accept responsibility and accountability of their volunteer’s journey and experience. Is not afraid to implement changes to their approach to volunteering. Supporting & Managing Others Enjoys supporting other people by getting involved and trying to help them when they have problems. Is comfortable to contribute to joint activities and enjoys teamwork. Is approachable, collaborative and dependable.
Quality Orientation Pays attention, is precise, checks, and completes things Focuses on getting things right and seeks to ensure that decisions and solutions minimise risk. Adheres to policy and standards.
Leadership Likes to take charge of, empowers and directs people and activities. Clearly sees the way ahead, inspires and motivates others to follow their lead in order to achieve goals.
Following Directions Is motivated to accept and comply with standards and instructions and delivers accurately on what is promised or expected. Works productively in co-operation with, and support of, others.
Equality, Diversity, and Inclusion Values difference and sets a positive example of inclusive behaviour in all interactions and promotes practices that celebrate equality and diversity in the workplace and the communities we serve. Is an active participant and encourages others to engage effectively with charity wide inclusion activities.
This is what you'll bring to the role:
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
Experience with email and internet is required
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 all the other great stuff you'll be getting:
Salary of £12.96 per hour (FTE £23,599 per annum)
26 days’ holiday (pro rata) plus paid statutory Bank Holidays (pro rata)
Up to 2 days paid volunteer leave a year, through our employer supported volunteer scheme
Ten weeks’ company sick pay following successful completion of probation
A great pension scheme
2 x Base Salary Death in Service Benefit, subject to qualification
Enhanced Family Leave schemes
An employee benefits package that gives access to an exclusive rewards website to get discounts and cashback online
A 24-hour doctor line, financial support with dental/optical and other therapies
A free and confidential employee assistance programme with up to six face-to-face counselling sessions included
Opportunities to discuss flexible working
Opportunities to develop new skills and progress your career
The chance to make a positive, lasting impact that changes lives, communities, and society
If you feel have the skills and experience please click ‘apply’ today, we’d love to hear from you!
Please note if you are successful with your application that is role is subject to DBS check This is the latest you'll be able to apply, providing we do not close to applicants early:
The closing date for this role is 11 November2026.However, we reserve the right to close this vacancy early should sufficient applications be received. Please do not delay your application we often get a lot!
At Royal Voluntary Service our goal is to welcome everyone and build inclusive and diverse teams. We celebrate difference and encourage everyone to join us and be themselves at work. To find out more about our commitment to EDI, visit our website.
Join Royal Voluntary Service and together we can change lives, change communities, and change society.