Customer Service Jobs

Are you passionate about delivering exceptional customer service and adept at financial and numerical tasks? A well know Housing Association are seeking a dedicated Service Charge Advisor to join their vibrant team in London. If you're ready to contribute to the transformation of our Service Charge delivery and support our service charge payers with expertise and care, this role is perfect for you!

Key Responsibilities:

• Assist Service Charge Analysts in calculating, constructing, and issuing service charges, ensuring compliance with legal and contractual requirements.
• Provide top-notch customer support to service charge payers, addressing queries and proactively supplying necessary information and documents.
• Support the extraction of expenditure data from the accounting system and monitor scheme-specific service charge budgets.
• Prepare and review invoices for external auditor certification.
• Assist in the production, quality control, and dispatch of service charge statements.

Essential Skills:

• Excellent customer service skills.
• Strong organisational skills with the ability to manage multiple tasks and meet deadlines.
• Exceptional communication skills, both written and oral.
• Excellent financial and numerical skills.
• Strong belief in customer satisfaction.

Desired Skills:

• Prior experience in a similar role.
• Familiarity with service charge processes and systems.
• Ability to work collaboratively in a team environment.

Benefits:

• Pension
• Life assurance
• Healthcare cash plan
• Eyecare & dental
• Birthday leave
• Retailers discounts
• Cycle to work scheme
• Buy & sell annual leave
• Season ticket loan
• In-house academy & career development

If this role is of interest, please act as fast as possible in applying. Applications are under constant review and the role can close early!

In our company values we aim for equity at all stages of the recruitment process, please let us know if we can do anything to make the process more accessible to you.

We are the national body for careers education in England, delivering support to schools and colleges to deliver modern, 21st-century careers education.

The Careers & Enterprise Company is a great place to work. We operate within a fast-paced and collaborative environment. We are brought together by one thing: our passion to ensure young people get the best possible start in life and are supported to find their best next step.

Are you someone with a passion for technical and vocational education that wants to bring their expertise and skills to bear in a role that catalyses careers education to support young people into, within and on from vocational pathways? If so read on.

Role Summary

The Regional Skills Manager role is newly created and will play a key role in identifying, articulating and delivering on CEC’s ambitions in technical and vocational education and training. This includes being at the vanguard in exploring the inclusion of Independent Training Providers within CECs membership and more broadly forging alignment between skills, vocational education and careers strategies and programmes. The role will play a pivotal role in ensuring national intent is translated through a place-based model.

The post will play a pivotal role in supporting clusters of Career Hubs to strengthen their engagement with providers of Technical and Vocational Training, including colleges, ITPS and employers. The role will also play a key role in supporting the operationalisation of national strategic priorities across the South.

Reporting to a Senior Manager, the post will be the primary point of regional contact for ITPs working with Clusters of Careers Hubs, within the designated area. The post will also play a key role in supporting the National Further Education and Skills Lead with the roll out of a central offer of support to all ITPs and supporting the Skills and Technical Education Senior Manager in implementing national policy and other work involving providers of technical education.

The role will also contribute towards the wider success of the Network and Employers team supporting colleagues and areas outside of the designated function as required.

Our organisation has a privileged opportunity to make a difference to the lives of millions of young people, helping to inspire and prepare them for the fast-changing world of work, and we want you to help us make it happen.

To apply, please visit our website via the apply button, complete the application form and cover letter and upload a copy of your CV (removing all personal details).

Please describe in your cover letter:

• How you meet the experience, skills and competency criteria detailed in the job profile.
• Why would you like to work for Careers and Enterprise Company?

Closing date: Monday 15th July 2024 (midnight)

It is our policy to review all applications within two weeks from the closing date. If you do not hear from us within three weeks following the closing date, then your application has unfortunately not been successful on this occasion. We are unable to provide feedback to candidates who have not been shortlisted and attended an interview.

Job Title: Sales Assistant – Garden Room

Period: Permanent

Hours: 1 day per week (Wednesday – Friday), 7 hours excluding breaks, some weekends and evenings

Salary: £24,000 per year pro rata

Reports to: Retail Manager

Place of work: The Exchange, Erith DA8 1RA

How to apply: The application pack with details on how to apply is also available from the 'Join Staff Team' page on our website.

About the role

The Exchange is looking for an enthusiastic and hard-working Sales Assistant with a flair for customer service, and a passion for plants, craft and people. This is an exciting new opportunity to help support our Retail Manager in establishing The Garden Room as a vibrant, successful and welcoming space for retail, selling homeware and gifts; craft and garden supplies and tools; plants and plant care products; and some fashion, fragrance and cosmetics. The Garden Room acts as the main entrance into The Exchange, and so the Sales Assistant will be expected to be able to talk confidently about the wider organisation and its work. The space is also used for workshops, focusing on the interconnection between craft and gardens.

Principle Duties:

Please note: the ‘principal duties and responsibilities’ outlined below are not exhaustive. Other tasks and duties consistent with the role may be assigned.

• Sales: Maximise sales within our retail space, The Garden Room, by assisting with the day-to-day running of the shop, ensuring it is always well presented, welcoming and secure.
• Customer Service: Provide exceptional service to visitors and customers, providing information about The Garden Room and our retail offering as well as the organisation, its ethos, our programme and events.
• Plant Care: Basic care of the plants within The Garden Room and elsewhere in The Exchange.
• Ambassador: Be a positive ambassador of The Exchange, supporting the organisation and its work within the community.

Responsibilities:

• Provide excellent customer service in The Garden Room, answering queries and giving general assistance in a warm and friendly manner to ensure a positive visitor/customer experience, and to encourage repeat visits.
• Talk confidently about the wider work of The Exchange, including our history, ethos and our events/programme.
• Ensure the smooth operational running of The Garden Room.
• Till and cash handling, processing transactions on the till system, packaging and gift wrapping any purchases as required.
• Process online purchases by selecting stock, packing for postage and arranging dispatch.
• Inform customers about stock availability and gathering product feedback.
• Respond to email and in-person queries from customers in a timely and professional manner.
• Occasionally serve drinks and snacks from The Garden Room where we sell a small selection of chilled bottled and canned drinks for consumption on The Exchange premises. 
• Manage stock levels, preventing theft, and keeping the store clean and organised.
• Ensure that available stock is visible and is visually appealing.
• Maintain stock levels and visual standards of the drinks and snacks available to purchase from The Garden Room.
• Provide basic care instructions to customers purchasing plants.
• Operate within rigorous H&S and security frameworks, including taking responsibility for opening and closing tills, and final retail space checks.
• Assist with general housekeeping duties as assigned.

Personal specification:

Essential:

• Friendly and approachable with excellent customer service and ‘front of house’ skills.
• Motivated with an eye for detail and a desire to achieve high standards.
• Confident, calm approach to working within a busy environment balancing multiple demands.
• Excellent communication, listening, diplomacy and problem-solving skills.
• Evidence of positive and effective working with colleagues to achieve shared objectives.
• High level of written and verbal English communication skills.
• Reliable and highly organised with initiative and strong time management efficiency.
• Ability to work occasional weekends and evenings dependent the needs of the operation.
• The right to live and work in the United Kingdom.

Desirable:

• Working in an arts and culture / community / heritage environment.

How to apply:

The application pack with details on how to apply is also available from the 'Join Staff Team' page on our website.

Deadline for applications: Sunday 14 July

Interviews scheduled for: Thursday 18 July

This is an exciting point to join the Stroke Association as Executive Director, Customer Experience (ED), reporting to our CEO Juliet Bouverie OBE. This person will be central to supporting and guiding the cultural journey at Stroke Association to help us to be a progressive and more customer-centric organisation. The new ED will lead one of the two externally facing directorates and support the team to make the best possible impact for and on behalf of stroke survivors.

We are the UK’s leading charity dedicated to supporting every stroke survivor to achieve their best possible recovery. Through our UK-wide services, systems influencing and funding of research, we’re supporting more people than ever to achieve their best possible recovery, and helping them to move on from just surviving a stroke, to finding their way back to life. However, stroke remains the fourth single largest cause of death in the UK. We believe that strokes can and should be prevented. Our strategy reflects our innovative approach to addressing an increasingly challenging operating environment which positions us on an exciting journey. We have embarked on a significant cultural change programme that will see us become an organisation that has the agility and ability to make impact where it is needed most.

The ED will be key to driving this journey. We are looking for exceptional leaders who will bring a confident and humble approach to bring out the best across a dedicated and talented directorate while also providing collaborative leadership across the organisation. With a commitment to our culture and progressive ways of working, they will bring a track record of improving customer experience and engagement across the Stroke Association’s diverse stakeholder groups. The successful candidate will bring commercial acumen and a track record of customer-facing change where they have significantly increased sales, market share or fundraised income.  They will hold a broad portfolio, including some areas that may be new to them, and must be excited about building our maturity in data, digital and customer journeys. This person will bring a commercial growth mindset and will role model this approach across the organisation with a passion for coaching and developing talent.

We support and represent all colleagues and customers regardless of ethnicity, age, disability, gender, sexual orientation, religion or belief. We believe that by expanding the diversity of the Executive team, we will bring different personal and professional experiences to help us think differently and make the best possible decisions to benefit people affected by stroke, so welcome applications from a wide range of backgrounds and sectors.

Saxton Bampfylde Ltd is acting as an employment agency advisor to the Stroke Association on this appointment. For further information about the role, including details about how to apply, please visit Saxton Bamfylde's website using reference ZAXHB. Alternatively telephone +44 (0)20 7227 0880 (during office hours). Applications should be received by noon on 3rd July 2024.

The Organisation

The Royal Parks (TRP) is a charity created in March 2017. We manage over 5,000 acres of diverse parkland, rare habitats and historic buildings and monuments in eight Royal Parks across London. These are Hyde Park, Kensington Gardens, The Green Park, St James’s Park, The Regent's Park and Primrose Hill, Greenwich Park, Richmond Park and Bushy Park.

We also manage other important public spaces including Brompton Cemetery and Victoria Tower Gardens. Our eight Royal Parks and other iconic green spaces are among the most visited attractions in the UK with 77 million visits every year.

Hyde Park Nursery is the not-so-secret spot where we grow over 1,400 varieties of plants. Every year we produce nearly half a million plants for the Royal Park from our 8,200 square metre facility valuing around £1,000,000.

We are now looking for an Assistant Nursery Manager to join us on a full-time, permanent basis.

The Benefits

• A salary of £41,551 to £50,221 per annum, depending on experience
• 26 days' annual leave plus public holidays, increasing to 29 days after 3 years’ service
• Pension scheme (3% employee contribution; up to 10% employer contribution)
• Private medical insurance and healthcare cash plan
• Employee assistance programme and access to mental health first aiders
• Learning and development opportunities
• Cycle to work scheme
• Offices in a beautiful location

This is a terrific opportunity for a horticulture professional with great leadership skills to develop their career with our historic organisation.

Unlocking your potential in the heart of London’s lush landscapes, you will cultivate a thriving environment while nurturing your career.

What’s more, you’ll have the chance to reap the rewards of competitive benefits, extensive leave, and the chance to flourish in a beautifully green, historic setting.

So, if you’re ready to elevate your expertise in the heart of London’s green haven, then apply today!

The Role

As an Assistant Nursery Manager, you will play a key leadership role in our nursery, managing a team of 13 and delivering a huge variety of plants throughout the year.

Reporting to the Hyde Park Nursery Manager, you will line manage a team of 12 staff and one supervisor, overseeing the bedding requirements of all six Royal Parks.

You will manage systems and resources on a day-to-day basis, ensuring we produce high quality crops at the right time, directing, specifying, monitoring and giving technical guidance.

Involved in all aspects of team management and nursery operations, you will ensure all team members are suitably trained, help manage the production list, control stock and assist with budgeting.

Your role will also involve:

• Managing an active volunteer programme
• Procurement activities
• Managing temperature and moisture control, pests and diseases
• Environmental management
• Troubleshooting for equipment
• Taking part in an out-of-hours on-call rota (to be confirmed)

About You

To be considered as an Assistant Nursery Manager, you will need:

• Experience in production horticulture
• Experience in line management, managing a team of operational staff
• Experience in writing and reviewing risk assessments, undertaking H&S checks and toolbox talks
• Computer literacy and working knowledge of MS Office programmes
• Good organisation and communication skills

Other organisations may call this role Assistant Plant Nursery Manager, Nursery Supervisor, Horticulture Production Supervisor, Horticulture Production Team Lead, Assistant Nursery Co-ordinator, or Greenhouse Assistant Manager.

We want to put everyone in the best possible position to succeed and use Recite-me accessibility software. At the top of the application page, there is an “Accessibility Tools” button which you can use to complete the application form in a way that works for you. If you think that you may need more support to complete our application process, please do get in touch.

The Royal Parks is strongly committed to creating a diverse and inclusive workplace and is an equal opportunities employer. We value diversity and encourage applications from candidates from all backgrounds. We believe that the more inclusive we are, the better our work will be. Please click here to find out more on our approach to Equality, Diversity and Inclusion.

So, if you are interested in this unique opportunity as an Assistant Nursery Manager, please apply via the button shown. Successful candidates will be appointed on merit.

The Organisation

The Royal Parks (TRP) is a charity created in March 2017. We manage over 5,000 acres of diverse parkland, rare habitats and historic buildings and monuments in eight Royal Parks across London. These are Hyde Park, Kensington Gardens, The Green Park, St James’s Park, The Regent's Park and Primrose Hill, Greenwich Park, Richmond Park and Bushy Park.

We also manage other important public spaces including Brompton Cemetery and Victoria Tower Gardens. Our eight Royal Parks and other iconic green spaces are among the most visited attractions in the UK with 77 million visits every year.

Our Help Nature Thrive project is all about biodiversity and involves creating and enhancing habitats across the Royal Parks, commissioning expert research and providing visitors with plenty of opportunities to connect with wildlife and nature.

We are now looking for a Project Officer to join us on a full-time basis for a fixed-term contract until 30th September 2025.

The Benefits

• Salary of £32,666 to £39,187 per annum, depending on experience
• 26 days' annual leave plus public holidays
• Pension scheme (3% employee contribution; up to 10% employer contribution)
• Private medical insurance and healthcare cash plan
• Employee assistance programme and access to mental health first aiders
• Learning and development opportunities
• Cycle to work scheme
• Offices in a beautiful location

This is a terrific opportunity for a conservation project professional with experience of managing consultants and contractors to develop their career with our historic organisation.

You will work in some of London’s most iconic open spaces, engaging with important wildlife sites, encountering a range of habitats, from wetlands to woodlands to nationally designated acid grasslands!

What’s more, you’ll have the chance to reap the rewards of competitive benefits, and the chance to flourish in a beautifully green, historic setting.

The Role

As a Project Officer, you will help us deliver an ambitious programme of biodiversity enhancement projects in the heart of London as part of our Help Nature Thrive initiative, funded by the players of Peoples’ Postcode Lottery.

Working closely with colleagues, external partners, volunteers and contractors, you will boost biodiversity and increase our parks’ resilience to climate change .

You will be involved at all stages of project delivery, from scoping potential projects to developing proposals, undertaking practical work, and directing and supervising others.

Moreover, you will engage the public, sharing our objectives, project progress and outcomes to ensure we have public buy-in for this important work.

Additionally, you will:

• Support the delivery of our Biodiversity Framework and action plan
• Respond to general conservation enquiries and provide specialist nature conservation advice
• Plan, schedule and co-ordinate the Help Nature Thrive Conservation and Enhancement Programme
• Help manage the project budget
• Collect, collate and share data with colleagues
• Ensure data on projects and volunteers is recorded

About You

To be considered as a Project Officer, you will need:

• Experience of scoping, designing and delivering conservation management and enhancement projects in a range of habitats
• Experience of managing consultants and contractors in the delivery of conservation projects
• Excellent advocacy, communication, interpersonal and negotiation skills
• Excellent team working and organisation skills

Other organisations may call this role Project Development Officer, Conservation Project Officer, Conservation Officer, Conservation Management Officer, Habitat Project Officer, or Biodiversity Project Officer.

We want to put everyone in the best possible position to succeed and use Recite-me accessibility software. At the top of the application page, there is an “Accessibility Tools” button which you can use to complete the application form in a way that works for you. If you think that you may need more support to complete our application process, please do get in touch.

The Royal Parks is strongly committed to creating a diverse and inclusive workplace and is an equal opportunities employer. We value diversity and encourage applications from candidates from all backgrounds. We believe that the more inclusive we are, the better our work will be. Please click here to find out more on our approach to Equality, Diversity and Inclusion.

So, if you are interested in this unique opportunity as a Project Officer, please apply via the button shown. Successful candidates will be appointed on merit.

The Food & Beverage Outlet Manager is a key role within the UWLSU Commercial team, who are changing the way they engage and support students at The University of West London Students’ Union. This role will work with full-time and student part-time staff to provide top tier service for our customers. This includes but is not limited to management and service throughout our outlets. The post holder will instil and deliver high standards of service. Additionally, the post holder will have the chance to flex and develop their event skills by managing catering to a selection of private and in-house functions designed to maximise engagement and further the student experience.

We are an award-winning organisation with an ambition to disrupt inequality in education. This role plays a vital role in that mission. As a team, we work collaboratively in a fun, supportive and challenging environment. We work tirelessly to improve our services, opportunities, and outcomes of our members. We provide staff with the tools and guidance to develop and grow their skills set and experience to further career aspirations and deliver high-quality work.

We are looking for a hardworking, organised individual passionate about customer service and empowering of all colleagues. This role is ideal for an early career manager, or someone wishing to take the next step from supervisor to Manager.  You will have experience in working in a food and drink led environment to organise and deliver service from start to finish. You will have experience working effectively as an individual and as a team and working to tight deadlines. You will have a strong commitment to equality, diversity and inclusion, understand the importance of positive working relationships, display high levels of self-awareness and empathy and understand without a doubt that the union exists for its members.

At the heart of our fundraising and marketing strategy is a real focus on building lasting, meaningful, and relevant relationships with all our supporters, demonstrating the importance and value of the contributions that they make. Our Individual Giving programme makes up a considerable proportion of our total income and the primary responsibility for this role is providing important support for this vital programme. You’ll love talking to our supporters, taking time to understand them, listen to what they are interested in and making sure they feel valued. Starlight’s reputation for supporter care will really matter to you and you’ll naturally want to be accurate, efficient and effective in dealing 3 with queries, handling and recording donations on CRM and ensuring that appropriate and timely responses are sent to all supporters. You’ll also enjoy developing your fundraising skills and supporting Individual Giving activities to ensure we are delivering the best activities for our supporters to drive more donations. With your experience and expertise, you’ll support our reputation for positive, warm touchpoints and excellent customer service.

Reporting to: Director of Services

Salary: up to 50k based circa on capabilities and experience

About Mind in Tower Hamlets, Newham and Redbridge

Mind in Tower Hamlets, Newham & Redbridge is a local Mind association and community mental health charity. We endeavour to make sure that everyone with a mental health or emotional issue has somewhere to turn for advice and support.

Our vision is a society where everyone is accepted and included; where there is no stigma or discrimination towards people because of mental health issues; and where our clients' needs and ambitions are supported.

We provide support services- including for those in crisis, to raise awareness and deliver activities, groups and events through our work in Tower Hamlets, Newham and Redbridge. We work closely with other organisations to ensure we deliver a high-quality and diverse range of services to people in the local area.

About the Role

The Head of Services will be responsible for overseeing the effective delivery, performance, and quality assurance of a range of our mental health services in Tower Hamlets, Newham, and Redbridge.

Working closely with the Director of Services and other key stakeholders, you will inspire and lead a team of Service Managers and coordinators, providing them with the guidance, encouragement and support needed to deliver high-quality services.

This key role focuses on continuously improving services and keeping our service users at the centre of everything we do, with innovative approaches to meet their changing needs. Your leadership will be crucial in building strategic relationships with partners and stakeholders, improving service delivery, and promoting collaboration across the board.

Moreover, as a Designated Safeguarding Officer, you will lead the highest standards in ensuring the safety and protection of service users, providing expert safeguarding guidance, supporting staff, and liaising with external agencies when necessary.

About you

We would love to hear from you if you have:

• A track record of developing high-performing teams and managers
• Experience working in a service delivery organisation
• Expertise in managing and developing a service, and its processes, procedures and policies
• A track record in developing new service models and expertise in contributing to tender submissions
• Experience in developing and reviewing policies and strategies
• Expertise in collating and producing high-quality contract monitoring reports
• The ability to rapidly form and sustain a trusting relationship with service users/carers, peer support workers, staff and professionals
• A sound knowledge of best practice in case recording
• An ability to resolve complex issues and manage change positively
• An inspiring leadership style, with the confidence to make decisions
• Adaptability in your approach to respond to the diverse and ever-changing needs of our staff and stakeholders

The closing date for applications is Thursday 18th July at 23.59hrs

If you would like to discuss the role before applying, please feel free to contact Emmanuel from Diversifying Group 

Our Commitment

MindTHNR is committed to being an Anti-racist/Anti-discriminatory Organisation – we are advocates for racial justice and equality for all members of our community. We will continue to listen, learn, and keep taking action to influence change. This is not a tick-box exercise for us, this is for our community, this is for our staff, this is for all those who have faced inequity and inequality based on their gender, sexuality, ethnicity, religion, disability, and age. We may just be starting, but we won’t stop!

Accessibility and Adjustments

We are committed to providing reasonable adjustments throughout our recruitment process and we will always endeavour to be as accommodating as possible.

Sonrise Services International is a Charity that supports Christian workers in the UK and throughout Europe. The Facility Manager will be an integral part of a team that is dedicated to the training experience of Christian workers around the globe.The Facility Manager will provide part-time maintenance support for the building, grounds, guest house, properties, and overall functions of our training centre located in Redhill.

As the Facility Manager, you will work with a Logistics Team that serves the Redhill Global Training Centre, a place for enrichment and training in Christian Ministry. The Facility Manager will also be available to tend the guesthouses and other Sonrise Services properties as needed. We are looking for a skilled, dedicated, and service-oriented person to join our team at the Training Centre. See attached PDF for a more detailed look at the Facility Manager job description. 

Location: Redhill, Surrey

Start Date: Summer 2024

Hours: Part-Time (20-25 hrs per week)

Salary: £20,000

Skills Needed:

•Good communicator 

•General maintenance and construction knowledge 

•Decision making skills 

•Problem solving skills 

•Adaptability 

•Proactive Thinking 

•Time management skills 

•Enjoys working with others

“Providing free, independent, confidential and impartial advice”

Citizens Advice Southwark has a track record of delivering high-quality services from its offices in Peckham and Walworth and outreach locations across Southwark and South East London. We sort out problems together, for good, by providing free, independent, confidential and impartial advice across all areas of social welfare law, and through using the experience of our clients to bring about positive change through research and campaigns. 

Citizens Advice Southwark has been awarded funding by City Bridge Foundation to provide a welfare benefits advice service for Southwark residents and we are now seeking to recruit a full time welfare benefits caseworker.

The caseworker will be based between our two main offices in Peckham and Walworth and will assist with raising awareness and completing benefit claims, advocating on behalf of clients and submitting reviews and appeals. The caseworker will also train a team of volunteers to increase capacity and expertise and will act in a consultancy role for generalist advisers and frontline workers in other agencies in the borough.

To be successful you will need:

• At least one year’s full time (or part time equivalent) paid or unpaid recent experience of advice work.
• An in-depth knowledge of welfare benefits including those related to disability and sickness.
• To understand, empathise with and be committed to the Service’s aims, principles and equal opportunities policies

Closing date: 9.00 am Wednesday 17th July 2024

Interviews: Monday 22nd July 2024

We offer a range of employee benefits, including generous annual leave, an employer matched pension contribution up to 10% salary, and training and development opportunities to continue your professional development.

Citizens Advice Southwark is an equal opportunities employer and encourages applications from all applicants who meet the person specification irrespective of sex, gender reassignment, marriage or civil partnership status, pregnancy and maternity, sexual orientation, race, religion or belief, age, or disability.

JOB DESCRIPTION

Job Title: Bank Retail Assistant

Team:  Retail

Salary range/pay band: £14.74 per hour

Reports to: Head of Volunteer Development and Retail

Direct reports: n/a

Hours: Ad hoc as required

Location: Allocated shop

Introduction to Shooting Star Children’s Hospices

Shooting Star Children’s Hospices

Shooting Star Children’s Hospices are a leading children’s hospice charity caring for babies, children and young people with life-limiting conditions, and their families. We support families across Surrey and Southwest London from diagnosis to end of life and throughout bereavement with a range of nursing, practical, emotional and medical care.

At the heart of the hospice are our dedicated clinical staffs. Their exceptional commitment and professionalism is commented on by so many of the supported children and their families. 

It costs £10.5 million a year to maintain our current level of care. Only 30% of that income comes from government funding via the NHS or local authorities, so we rely on our supporters’ generosity to keep the service running. We employ 175 staff, including 98 nursing and medical staff, providing hospice and community-based services to around 700 families.

Predominantly we work with families living in the Northwest and Southwest of London and Surrey, although will accept children outside these geographical areas if they do not have access to specialist palliative care support locally.  We have a reputation for delivering high quality care.  We have a CQC rating of ‘Outstanding’

Introduction

Retail and Volunteers Team: Our Retail and Volunteers Team manages our charity shops and volunteer programs, which play a crucial role in supporting our mission. They recruit, train, and coordinate volunteers to staff our shops and assist with various tasks, such as sorting donations and serving customers. Additionally, they oversee the operations of our retail outlets, ensuring that they are efficiently run to generate income for our hospices.

Part 1: Job Profile

a) Main purpose of  job

In the absence of the manager or assistant managers to lead a team of volunteers to maximise sales, deliver excellent customer service and ensure that the shop premises and assets are maintained to a high standard, according to legal requirements and Shooting Star Children’s Hospices (SSCH) policies and procedures. 

Decision Making Authority

The post holder will be required to make decisions on the quality, and suitability of donations before they are placed on sale. Depending on the length of the cover period they may be required to dress the windows. (They will follow price guidelines and existing display layout throughout the shop.)

The post holder will work with eCommerce Manager to decide if items would be suitable for selling at a higher price on eBay or through a promotional event and set these aside for the manager of the shop to deal with on their return.

The post holder will support with rostering of the team of volunteers where necessary and delegation of duties and jobs.

Essential and desirable skills and experience

Essential

• Experience in either retail or charity retail.

• Administrative/cash handling experience

• Experience of dealing with customers and maintaining a high level of customer service

• Car owner/driver

• Verbal and written communication skills

• IT skills

• Ability to motivate self and others

• Ability to work under pressure and deal with changing priorities

• Organisational and prioritising skills

Desirable

• Experience of managing a team of volunteers or staff.

b)Scope of job

The post holder for the duration of the absence of the manager or assistant manager will have control over rostering of the team of staff and volunteers, and delegation of duties and jobs.

1. Customer service

2. Processing and pricing of donations

3. Merchandising, display and promotion of stock and housekeeping

4. Sales and financial reporting

5. Coordination of volunteer team

Part 2: Main duties and key responsibilities

a) Customer Service – 25%

• Dealing with customer queries and complaints courteously and effectively

• Informing the Head of Volunteer Development and Retail of any serious incidents or complaints

• Ensure that any refunds are processed in line with SSCH refunds policy

• Ensure that the advertised trading hours of the shop are adhered to

• Ensure relevant documents are completed in the event of an incident/accident and reported accordingly

b) Processing donations – 25%

• Process all donations as soon as possible, prioritising Gift Aid and high value items

• Prepare and clean items appropriately for display

• Oversee the recycling and arranging of collections

• Promote Gift Aid is at all available opportunities

• Ensure that the ongoing need for donations is publicised

• Price and ticket all items according to pricing strategy for the shop and ensure that all pricing and ticketing complies with legislation

• Ensure that stock is properly managed and rotated in accordance with latest guidance

• Identify high value or specialist items that may need to be sold in another capacity

c) Merchandising, display and promotion of stock, maintenance of high standards throughout the shop – 20%

• Ensure that all merchandise is displayed attractively and that the window display is eye-catching

• Ensure that there are high standards of cleanliness and tidiness in all areas of the  shop

• Publicise promotions and special events

• Support and promote Corporate events as required

• Purchase consumables and stock items in a timely manner

d) Sales and financial reporting – 10%

• In the absence of the manager/assistant ensure that daily/weekly financial reports are submitted and that any discrepancies are investigated

• Keep the Head of Volunteer Development and Retail fully informed and updated regarding the performance of the shop and any issues which may impact this

• Ensure that the Manager/Assistant Manager and shop volunteer team are kept informed of the shop’s performance

• Ensure that the till procedures are always followed by volunteers

• Ensure that issues affecting trade are monitored and communicated

• Ensure trading standards regulations are complied with

• Ensure that all financial documentation is correctly completed and up to date and is sent to the finance team in a timely manner, highlighting any issues

• Ensure that purchases from the shop by staff and volunteers are processed according to SSCH policy and that the appropriate records kept

• Ensure that charity donations by cash/cheque/card are processed according to SSCH policy and procedure guide

e) Coordination of volunteer team – 20%

• Ensure that volunteers are fully briefed on shop priorities and performance

• When required roster the volunteer team to ensure maximum productivity

• Create a positive working environment in which equality and diversity are well-managed and volunteers can do their best

• Plan, delegate and allocate tasks to the team, offering support for the volunteer team as appropriate

f) Other duties

• The post holder will be able and willing to get to and work in a number of shops and be available across seven days per week.

• The post holder will be required to apply for a Disclosure and Barring Service check

• The post holder must live within the area of work

g) Mandatory Criteria

1. Other duties

The post holder will be working in a developing environment and they will therefore be expected to undertake other appropriate duties as required for the effective operation of Shooting Star Children’s Hospices.

2. Professional Codes of Conduct

The post holder will be required to respect professional codes of conduct and practice relevant to their role, as appropriate.

3. Health and Safety

Be responsible for health and safety in the area under their control and ensure that they are familiar with Shooting Star Children’s Hospices policy on health and safety at work.

4. Mandatory Training

The post holder will attend all mandatory training relevant to their role

5. Our values and behaviours

Shooting Star Children’s Hospices is a leading children’s hospice charity for babies, children and young people with life –limiting conditions, and their families. We require that all of our staff share our common values and display behaviors that will enable us to achieve our goals. 

Professionalism – we will safeguard our families, each other and our organisation by working to ethical and professional standards at all times.

Respect – We will treat each other with the utmost respect.

Integrity – We will be open, honest and transparent in all that we do.

Diversity – We will respect individuality and ensure inclusion and fairness to all.

Excellence – We will strive for excellence in all that we do.

Shooting Star Children’s Hospices is committed to ensuring the welfare and safety of children and young people. All staff members are expected to adhere to our safeguarding policies and procedures. This includes undergoing appropriate training, following reporting protocols for any concerns related to child welfare, and promoting a safe and supportive environment for children and young people. Before commencing employment, successful candidates will be required to provide satisfactory references and undergo an enhanced Disclosure and Barring Service (DBS) check.

Part 3: Person specification: Qualifications, experience and skill levels

a) Qualifications

Essential

• 5 GSCE’s A-C or equivalent including Maths and English

• Car driver/owner with full clean license

Desirable

• Retail or customer service qualification

b) Experience

Essential

• Experience in retail or charity retail either as a volunteer or employee.

• Administrative/cash handling experience

Desirable

• Experience of managing a team of volunteers or staff.

c) Knowledge and Skills

Essential

• Experience of dealing with customers and maintaining a high level of customer service

• Car owner/driver

• Verbal and written communication skills

• IT skills

• Ability to motivate self and others

• Ability to work under pressure and deal with changing priorities

• Organisational and prioritising skills

d) General attributes

Essential

• A self starter with the ability to work independently and take the initiative whilst knowing when to delegate jobs to others within the team

• Is organised and methodical and able to multi-task

• Works well in a team and on own initiative

• Is able to build good relationships with others

• Is flexible and willing to undertake varied responsibilities as part of a team

Equality, diversity and inclusion

Shooting Star Children’s Hospice is committed to inclusion and diversity in everything we do. We know that getting things right is critical for us to live our organisation’s values: Professionalism, Respect, Integrity, Diversity and Excellence.

We are always trying to improve our way of working to be more inclusive and equal. Our vision is for Shooting Star Children’s Hospice to be a place where people of all backgrounds, groups and communities feel welcomed to work and volunteer.

The Motor Neurone Disease (MND) Association is dedicated to supporting and empowering people living with and affected by MND.

We are seeking an enthusiastic and dedicated Area Support Co-ordinator to lead, manage and support teams of volunteers, develop, and maintain relationships with local services, and ensure that people living with and affected by MND receive an exceptional service, improved support, and are at the heart of our care initiatives.

A fundamental part of the role is ensuring individuals affected by MND receive tailored support. Your responsibilities will include leading and coordinating volunteer activities, developing branch and group capacity, and establishing new groups as needed.

A key focus will be understanding local needs and collaboratively planning, designing, and delivering support activities. You will build and maintain excellent relationships with our wonderful volunteers, care centres/networks, care co-ordinators and multi-disciplinary health and social care professionals, hospices, other partners.

We are in search of someone who can:

• Identify and address support issues by working with volunteers and individuals affected by MND.
• Guide collaboration within the branch and group network, fostering a supportive environment.
• Proactively manage the recruitment, selection, and induction of volunteers.
• Facilitate local learning, development, and networking opportunities for volunteers in collaboration with Association colleagues.
• Enable effective communication between volunteers, staff, and the wider Association, promoting a culture of collaboration.

This opportunity is home-based with travel requirements across Hertfordshire and Essex.

What are we looking for?

• Experience of leading directly managed and/or coordinating self-managed groups of volunteers.
• Skills to identify, assess, and respond to support needs through a person-centred approach.
• Understanding and delivery of care and support services in the statutory, private and/or voluntary sectors including value and challenges of volunteering.
• Experience of working with vulnerable people and/or carers and families.
• Demonstrable understanding of the management of risk and safeguarding.

For full role responsibilities please view the job description located within the Candidate Pack.

Our Benefits

• 28 days holiday, rising to 33 days after 5 years' service, plus Bank Holidays
• Access to UK Healthcare which includes reimbursement for dental appointments, eyecare, Health & Wellbeing screening and therapies
• Access to a 24/7 phone and video GP Service
• Life assurance
• Confidential counselling helplines
• Salary sacrifice schemes to include:
• Cycle to work
• Buy and sell annual leave
• BenefitHub which offers lifestyle discounts and offers on everyday shopping
• Enhanced pension scheme
• Opportunities for training and personal development
• Hybrid working

How to apply

Please submit a CV and supporting statement. Your supporting statement should be no longer than one side of A4 and demonstrate how you meet the following areas of the role.

• Experience of leading directly managed and/or coordinating self-managed groups of volunteers.
• Skills to identify, assess, and respond to support needs through a person-centred approach.
• Excellent communication, interpersonal and presentation skills.

Where experience is asked for, please give one example showing what you did and what it achieved. Where we require evidence of ability, please explain either how you would approach that particular competence or give an example to support your suitability.

Alternative Applications

To provide an inclusive application process for all our opportunities, we are open to receiving alternative applications from candidates who may find it difficult to complete our online form. For example, if you would like to apply via video or audio format, please email your recorded application, ensuring you cover the supporting statement aspect.

About Us

Our vision is a world free from MND. Our mission is to improve care and support for people with MND, their families and carers. We fund and promote research that leads to new understanding and treatments and brings us closer to a cure for MND. The Association also campaigns and raises awareness so the needs of people with MND, and everyone who cares for them, are recognised, and addressed by wider society.

We are committed to equality and value diversity. We are working hard to remove perceived and actual barriers to participation for people with and affected by MND, current and future staff, volunteers, and stakeholders.

We guarantee interviews for disabled applicants that meet the requirements of the role as part of our commitment to the Disability Confident Scheme. Reasonable adjustments can be made as required.

Important Information

Adverts may be closed before the deadline once sufficient applications are received. To avoid disappointment, please apply early.

We request that recruitment agencies do not contact us in relation to this role.

Mind BLMK works across our communities to support positive mental health and wellbeing. Working closely with a range of partners, we offer a number of activities from our wellbeing centres and local venues to make a difference to the mental health and wellbeing of people in Bedfordshire, Luton and Milton Keynes, and our aim is to make sure that no-one has to face a mental health problem alone.

Luton Wellbeing Service Manager
Post no: 604
Working base: Luton Wellbeing Centre, LU1
Contract type: Permanent
Hours: 37 hours per week
Work Pattern: 5 days per week incl 1 evening per week, Monday to Friday
Salary: £27,500 per annum

About our Wellbeing Centres

We offer a safe, non-judgmental space to take part in group activities, chat with others over a cuppa, play a game, read a book, or just sit quietly over some mindful colouring. Our sessions are facilitated by our recovery workers who can also provide information about other services available locally and on ways to support your well-being.

About the Role

This is a varied role which involves leading the continuous development of the service to ensure that it meets the needs of the community, in line with Mind BLMK values, including promotion of the service and building strong links with other local organisations, groups, agencies and the wider community. The role also holds responsibility for referrals into the service and leading on more complex cases to assess suitability along with managing the staff, volunteer and student team delivering the service and for the health, safety and maintenance of the Luton Wellbeing Centre.

Service Delivery

• Operate a service and ensure outcomes which supports individuals to deescalate crisis and develop strategies for recovery and increased wellbeing, in line with Mind BLMKs Recovery Model and contract requirements.
• Contribute to the development and implementation of the delivery of the Luton service plan and in line with local Luton stakeholder initiatives and plans.
• Work closely with the recovery and peer workers to ensure the correct access to service procedure is followed, taking responsibility for more complex referrals and ensuring everybody has a consistent and quality experience and are able to access the correct service for them in an acceptable timescale.
• Ensure regular involvement of service users, volunteer and staff on local service delivery, organisational matters and wider mental health strategies.
• Maintain an effective workforce for the service in line with Mind BLMK’s HR policies, procedures and guidance (recruitment, line management, workload planning, support and development of Recovery and Peer Workers, volunteers and student placements).
• Work with the Operational Services Manager to review, design and implement changes to service delivery and working models, ensuring the service meets the needs of the local community, and identify relevant funding opportunities.
• Hold responsibility for health and safety (risk assessments, reviews, reporting, safeguarding, incidents/accidents, premises), data collection, budget & cash handling (and associated record-keeping), in line with Mind BLMK’s policies, procedures and guidance.

Entitlements/benefits:

• 25 days (pro rata) Annual Leave plus Bank Holidays (pro rata)
• Auto-enrolment NEST pension scheme (employer contributes 3%, employee contributes 5%)
• Health Plan with a wide variety of benefits
• Discounts available through Blue Light Card & Tickets for Good
• In-house and external Learning and Development as appropriate for the role.
• Flexible Working On request (in line with Mind BLMK policy on Right to Request Flexible Working)

If you have a passion for working in mental health and possess the required skills, we would love to hear from you.

Closedown: 5:00pm Thursday 11th July 2024
Please note: We reserve the right to close this advert early if enough suitable applicants apply
Start date: ASAP

Interested?

If you would like to find out more, please click the apply button. You will be directed to our website to complete your application for this position.

Mind BLMK has been committed to the Mindful Employer charter and the Disability Confident Employer Scheme since 2008.

Please note: Mind BLMK follows Safer Recruitment practices and we are committed to safeguarding and promoting the welfare of children and vulnerable adults. Therefore all our roles are subject to an enhanced Disclosure and Barring Service (DBS) check.

No agencies please.