Shooting Star Children’s Hospices is a leading children’s hospice charity caring for babies, children and young people with life limiting conditions and their families. Our bespoke support is free of charge and available 365 days of the year. The supplementary support to our paid staff that our volunteers offer ensures the best experience for our supported families. The hospice recognises and values the unique contribution volunteers make.
Role Purpose
- Mystery shoppers are required to act like a regular customer, but with extra attention to the service and overall customer service received.
- Blank Shopper Visit Reports will be provided for completion and will need to be sent back to the retail team. The form is a series of questions with a scoring indicator and an area for further comments.
- The reports are to provide us with a tool to give positive recognition and highlight any training needs.
- Anonymity is very important, and you need to always have this in mind when carrying out a visit to one of our shops.
Duties & Key responsibilities
- To carry out anonymous visits to our shops every 3 months. Either buying or donating.
- To work through the report methodically, scoring and adding comments where appropriate. Returning the reports to the Retail team – either screen shots or via email.
Essential Skills & Experience
- Attention to detail
- Observation skills
- Ability to communicate in written format and strong verbal skills to ask natural questions
- whilst carrying out role.
- Being able to report objectively and honestly.
- To be discrete and professional
- Customer service or retail experience would be helpful, to give an understanding of what
- good service feels like.
- Previous Mystery Shopping roles useful but not a requirement.
- Starting date including preferred day and number of hours: Flexible start date and hours – we would recommend carrying out as many visits in one week as possible, every 3 or 4 months.
Visiting on different days and times would be of most benefit.
What can I expect from volunteering with Shooting Star Children’s Hospices?
- Full training and Induction for the volunteer role.
- To make a valuable and worthwhile contribution to the services we provide
- Ongoing Support from a line manager and the Volunteer Development team.
- Reimbursement of agreed out-of-pocket expenses in line with our volunteer policy.
- A monthly volunteer newsletter with news about the charity and any ad-hoc volunteering
- opportunities.
- An invite to our yearly Volunteer Thank You event.
- An opportunity to provide feedback via our feedback forms, surveys and our Volunteer
- Forum.
Values and behaviours As a charitable organisation our ambition is to see highly professional services which place life-limited children and their families at the heart of everything we do. To achieve this ambition, we require all of our volunteers to share our common values and display behaviours that enable us to deliver our goal. Our organisational values are: 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.
