Meet Brenda

As a Retail Services Manager, Brenda (pictured above, centre) oversees our Collection Line and is responsible for the movement of stock and donations to and from our 24 shops. During Hospice Care Week (7^th – 13^th October) she reflects on the very personal reason she came to St Oswald’s Hospice, and how the dedication of the retail team helps to keep the wheels turning when it comes to hospice care.

How long have you worked at St Oswald’s Hospice?

It will be 3 years this month. It’s not a long time compared to many staff at St Oswald’s Hospice. But I feel at home here.

What is your job title and what are your main responsibilities?

I’m a Retail Services Manager. My main responsibility is overseeing the Collection Line, where we collect pre-arranged donations from our customers at home. I’m also responsible for logistics, so moving stock around, delivering orders and collecting excess donations at our 24 shops across the North East. I also look after our Kingston Park, Dunston and Byker Furniture shops.

What attracted you to work for St Oswald’s Hospice?

My husband was a patient in the Adult Inpatient Unit at St Oswald’s Hospice. I spent every day with him and saw first-hand the compassion and expert care he received. After he died, I needed a change in my career and started looking. I saw the role of Logistics Coordinator, applied for it, and the rest is history!

What does a typical day look like for you?

When I get to the office, I start my day by catching up with the office and shop staff and volunteers at Kingston Park, where I’m based. I will then work through my emails.

There’s not a ‘typical day’ in retail. Anything can happen and usually does throughout the day. There can be a problem with the van or a shop roof might be leaking. We can also get an urgent request from the Hospice to move a chair to patient’s home ready for them being discharged. There is so much variation. It’s never dull. That’s why I love it.

What is the most rewarding part of your work?

We all know in retail that the end aim is to raise enough income to support the Hospice. However, sometimes it’s the little things that can affect you the most. It’s the donors who ring up and know your name, or want to chat while they’re donating their loved ones’ items. Our customers really value what we do and sometimes we have to take a moment to reflect on what St Oswald’s Hospice means to people.

Hospice Care Week is celebrating retail this year. Why is it important the awareness week recognise the role retail makes to the care hospices provide?

It’s important to recognise the hard work the shop staff, van crew, eBay team, central sorting team and volunteers do on a daily basis. They are passionate about what they do, and this shows through in their commitment to their roles.

Retail is a massive cog in St Oswald’s Hospice. It helps keep the wheels turning and supports the ultimate goal – to deliver care to the people of the North East.

What’s one thing that people may not know about hospice retail?

I don’t think people know how much we rely on our volunteers. We have around 75 staff and an impressive 560 volunteers! Without their support, we couldn’t open the doors to our shops, sort the vast amount of donations we get, or keep our vans on the road to move our stock around.

How do you describe Hospice Care in 3 words?

Experts, comfort-focused, and compassionate.

Hospice Care Week (7^th – 13^th October, 2024) is organised by Hospice UK. For more information click here.