Duncan smiling at the canmera“I’m delighted to be the new Head of Retail for Princess Alice Hospice. We’re looking forward to a great time ahead and it’s a pleasure to be working with such dedicated colleagues in the Retail team and throughout the Hospice,” says Duncan Lebbell (pictured), Head of Retail.

2021 was challenging for our Retail colleagues; we were focusing on making our online sales a success, but the effects of the pandemic were still very much with us. However, they rose to the challenge and our team excelled themselves, achieving an amazing circa £1 million net profit for the Hospice, our highest figure in several years.

This milestone highlights the hard work of staff and volunteer shop teams; the high regard our loyal customer base has for the work of the Hospice, and the support that Retail receives from the wider Hospice teams.

This year will continue to see our Retail team pushing forward and adapting to meet the needs of modern charity retailing. We have been busy relocating our Distribution Centre to a new hub in Hersham. This will be the location of our e-commerce operation and will serve as a convenient donation drop off centre for local residents, too.

Our Retail team will continue to work with colleagues in our Income Generation department and their administration tasks will be serviced by a new Customer Contact Hub, which will provide all customers, both internal and external, with one efficient central point of contact.

Our high street shops remain incredibly important and we are always reviewing our offers and making improvements to our service wherever we can. We will enhance the skills of our paid team and we aim to recruit more volunteers to assist in our shops, to help provide the best level of customer service possible – why not get involved?

Later this year, we will be looking at re-training, increasing our Gift Aid revenue and undertaking a project to remerchandise all our shops to bring consistency throughout. It’s going to be busy!

Our ultimate goal is to maximise our sales income while controlling costs, to allow the Retail team to continue to generate muchneeded income for the Hospice. The year ahead will be challenging but rewarding, as we work towards Princess Alice Hospice shops becoming the retailer of choice within our sector.

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