Senior Retail Customer Assistant - Retail at Norfolk and Norwich Hospital

Job Description

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 Shop 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 manager to achieve KPI’s set & be able to direct, train & support your team to deliver

Hours

28 per week

• 28 hours a week, to include Saturday & Sunday and 2 shifts during the week on a rota basis between the hour of 6am and 8pm.
• Example shifts 6am to 1.30pm, or 12.30pm to 8pm.

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.

Job Requirements

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.

• Provide friendly, helpful, and efficient customer service at all times with excellent product knowledge.
• Supervise a team ensuring that preparation of hot & cold food is to legal food safety standards & be able to assist at peak trade.
• Operate the till and undertake cash reconciliation as required & will be required to perform an open & close of a service.
• 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.
• Maintain 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 manager 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.

How You\’ll Be Doing It

Service Delivery Focused: 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.

Job Benefits

• Salary of £12.68 per hour (FTE £23,091 per annum)
• 26 days’ holiday (pro rata) plus paid statutory Bank Holidays (pro rata)
• 2 days Volunteer leave per year, pro rata
• Ten weeks’ company sick pay following successful completion of probation
• A great pension scheme
• 2 × 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
• Extensive online and on the job training to ensure you will succeed in your role
• 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 to become our Service Coordinator please click ‘apply’ today, we’d love to hear from you!

If successful in your application for this role a DBS/PVG check will be made as part of your pre‑employment checks.

The closing date for this role is 17 February 2026. 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.

Other organisations may call this role Retail Assistant, Shop Assistant, Café Assistant, Store Assistant, Retail Sales Assistant, or Customer Service Assistant.