Support the Retail Management team in the day-to-day running of the Retail Support Office including: Assist in the administration of the retail operation ensuring accurate recordkeeping and compliance with Hospice policies and procedures. Be the first point of contact for anyone contacting the Retail Support Office. Work as part of the Retail Support Office team, including supporting and managing a team of volunteers. Assist in optimising the income from the retail operation. Main duties and responsibilities Professional Be the first point of contact for incoming retail enquiries by telephone, email, post and in-person, ensuring enquiries are fielded and dealt with in a timely manner by the appropriate person. Assist in the administration of the Retail Gift Aid process and maintain accurate records within the Retail Gift Aid donor database. Support all St Leonards Hospice shops, working with the Head of Retail, Retail Development Manager and Shop Managers to ensure sales are maximised. Work with the retail team in the organisation of events, fairs, stalls, temporary shops or special themed windows. Take responsibility for the booking of collections of donated goods into the drivers diary, and where appropriate encourage donors to sign up to Gift Aid. Oversee and supervise any volunteers recruited to work within the Retail Office. Assist in the administration of the volunteer induction process and liaise with the Volunteer Services department to maintain accurate records. Provide first line support to shop managers and bank shop managers with any customer or administrative queries. Assist with room bookings and organisation of Retail team meetings, including taking and distributing minutes. Accurately record compliments and complaints in line with Hospice policy. Ensure records kept in the retail office are up to date by regularly reviewing information and updating where necessary. Ensure accurate record-keeping within the retail office in line with GDPR and the Hospices retention policy and maintain the Retail Office archive. Order shop and office consumables and maintain stock levels, ensuring POs and finance compliance. Distribute printed and email materials to shop staff.