Volunteer Handbook

Volunteer Handbook 2011

The main area of your role is to: Serve customers, processing payments of various kinds, stocking, replenishing and cleaning sales areas. To do this well you will need to:

•be really enthusiastic about Marchington Village shop
• report to the Shop manager or assistant manager on a regular basis
• check the shop website for any updates on volunteering
• make sure that you stay safe and are aware of the health and safety policy
• wear a black apron when serving in the shop, you are not expected to launder this item this is undertaking by a volunteer weekly
• understand and work to support the equal opportunities policy

The sorts of skills you are likely to have:

• good speaking and listening skills – like talking to people from all walks of life including those with additional needs
• be willing to learn
• flexible approach
• encourage others in the village to support the shop
To support you we will:
• provide you with one to one training on working the REPOSS till
• provide workshops on Health and Safety, Customer focused , licensee training
• while you are volunteering for us we provide public and employer’s liability insurance

Information, Training.

1. The Health and Safety Law poster is displayed at the Shop.
2. Supervision and training of volunteers will be arranged or undertaken by the Shop Manager. This will include induction and subsequent on the job training.
3. Special training are -
• Licensing matters
• Use of the cigarette machine
• Dry Cleaning
• Further use of the till, discounts, cash lifts, changing the till roll etc
• Newspaper accounts
• Manual handling
• Fire and emergency procedures ( included in your induction)
• Operation of equipment (including fridges, freezers and heaters)

Emergency Procedures - Fire and Evacuation

1. The Shop Manager is responsible for ensuring that the fire risk assessment is undertaken and implemented.
2. Escape routes are to be checked daily by the Shop Manager or the duty Shop Assistant.
3. Fire extinguishers are maintained and checked by the Shop Manager annually during January.
4. Alarms are tested by the Shop Manager on the first Monday of every month.
5. Emergency evacuation of the Shop will be tested on the first Monday of every other month.

Fire Precautions
Procedure in the event of fire

1. The smoke sensors in the shop will set off the alarm.
2. Instruct anyone in the shop to evacuate immediately.
3. Call 9-999 from the shop telephone only if safe to do so.
4. Fight the fire briefly with the all-purpose extinguish if safe to do so. To operate, remove the pin, squeeze the handle and direct the nozzle to the base of the fire.
5. Exit the shop and stay in the car park.
6. Stop anyone entering the shop.
7. If not possible before, call 999 on the shop remote handset, your mobile phone ( reception is poor on some mobile providers) or from a local house.
8. Alert Wainwright and Woolley staff .(landlord ).
9. Stay close to attract attention of attending fire appliances.
10. Do not re-enter the shop unless you are told it is safe to do so by a Fire Officer
11. Panic Button - Please make sure you know where this is

Smoking and Dogs

No smoking will be permitted at any time in the Shop and, with the exception of guide/ assistance dogs, no dogs are allowed in the Shop.

Volunteer Rota System

1. The volunteer rota will be managed by the Shop Manager and Volunteer Friend based on a maximum of four-hour shifts.
2. Volunteer should not be left on their own in the shop.
3. The rota will be on a monthly basis published weekly i.e. a rolling system showing the coming 4 weeks.
4. The monthly volunteer rota will be published on the shop website and a copy will be on the volunteer notice board in the shop.
5. Once a shift has been agreed it will be the volunteer’s responsibility to arrange a relief should that be necessary.
6. Where possible volunteers will asked their availability for the forthcoming month by the Volunteer Friend, alternatively when visiting or working in the shop please speak to the Manager or Assistant Manager.

The Day Book

The Day Book is an A4 book into which items of interest concerning the shop may be entered by members of staff and volunteers. Entries should always be accompanied by the name and telephone number of the person making the entry so that inquiries can be followed up if necessary. The book should be kept conveniently close to the counter ready for use.

What to do when there are no customers in the shop

Check sell by dates on any produce, if the item is past its sell by day please inform manager or assistant manager

Replenishing shelves
When replenishing shelves with new stock, please give the shelves a wipe down. Put new stock at the back of the he/shelves, so that older stock is sold before the new stock. Ensure that stock is priced, lined up correctly, in the right place and pulled forward with labels at the front.

Stock Not Held or Running Low
We may get asked for products or brands that we do not currently stock. Please record such requests in the daybook along with details of stock items that are running low.

Every evening or late afternoon, please put any fresh unsold bread into the polythene bags provided

Volunteer Jobs to do List
Day Clean diary fridge-Clean Meat fridge-Clean Bread Shelves-Sweep Floor-Clean Floor

Complaints or Concerns

Marchington Village Shop aims to provide all members, customers and organisations with the best possible service. However, there may be occasions where customers believe that the Community Shop has fallen short of the quality of service that is expected. In order to achieve the highest possible standards, all customers are encouraged to report to the Community Shop when they have not been fully satisfied with the goods or services provided.


Receipt of complaints or concerns

1. The complaint or concern may be made in person, by telephone, or in writing.
2. The complaint or concern should be addressed to the Shop Manager or Assistant.
3. All complaints and concerns must be recorded in the day book and any associated documentation retained.
4. The complaint or concern will be dealt with immediately where it lies within the responsibilities of the member of staff dealing with the complaint. Where necessary, the complaint will be referred to the Shop Manager, or in their prolonged absence to a member of the Shop Board, who will respond within 5 working days.