Are you one of our Retail Shop volunteers? Then these courses are designed for you! They will give you all the training and development you need to carry out the daily tasks you might come across in our shops. 

Welcome to this webinar on the Retail Customer Journey During this webinar we will look at the processes in place to ensure our staff and volunteers are able to work safely and provide a positive shopping experience for customers visiting PDSA shops. The module is split in to the following areas:

  • Guidelines and Safety Measures 
  • Arriving at the shop 
  • The shop floor 
  • At the Till 
  • Challenging behaviour 

The webinar will take approximately 9 minutes to complete

During this webinar we will look at the guidelines and risk assessments in relation to COVID-19, that are in place to ensure all colleagues and customers stay safe when returning to our work in our retail shops. 

The webinar is split into 3 sections: 

  1. Social Distancing 
  2. Cleaning and Hygiene
  3. Personal Protective Equipment (referred to as PPE)

This module will take approximately 15 minutes to complete.

Welcome to this webinar on Retail Gift Aid. During this webinar we will cover the following topics:

- What is Gift Aid 

- Why is important to PDSA?

- The process of Gift Aid; including; signing up a new donor, completing the Donor Declaration and processing stock and sales

And at the end of the module there will be a short summary.

Once you have watched the webinar, please complete the short quiz.

The webinar will take approximately 10 Minutes to complete.

Welcome to this webinar on Retail Managing Donations and Returns During this webinar we will look at the processes in place to manage donations and the new guidelines that we must adhere to, to ensure we are working safely. 


The module is split in to the following areas: 

  • Receiving Donations 
  • Handling Donations 
  • Returns Process

 The webinar will take approximately 5 minutes to complete.

During this webinar we will look at our stock management processes and the new guidelines in place that we must adhere to, to ensure we are working safely. 

The module is split in to the following areas:

  • Safety Measures 
  • Sorting 
  • Stock Processing
  • Stock Rotation and Replenishment
  • Collections and Deliveries 

The webinar will take approximately 6 minutes to complete.

Safe handling is a principle that makes sure when you are doing something like picking up heavy things or moving big objects, you have an understanding of how to do these activities safely and without injury.

We want to make sure you are trained in the principles and practices of this course and so this course provides information and training for you to understand the risks associated with manual handling and how to ensure appropriate control measures are put in place. 

All of our volunteers across PDSA work hard to help us deliver a great service to our customers, clients and supporters. We want you to feel confident and supported during your volunteering, therefore we have developed this training which is full of useful information and tips.

At times you may be faced with an unhappy customers and we recognise that resolving their dissatisfaction can be challenging. By knowing what to say and, more importantly, how and when to say it, you may be able to de-escalate the situation - in fact, we could even end up having a better relationship with our customers and supporters than we had before.

The module will cover the following key areas:

- Our beliefs surrounding a situation

- Emotional Triggers

- How to minimise the impact of triggers

- Resolving Customer Dissatisfaction

- Safeguarding our people and customers

- Supporting our teams

This webinar will take approximately 20 minutes to complete.


Fire safety is a critical part of health and safety at PDSA. It is important to know what to do in case a fire breaks out and the controls to put in place to ensure no one gets injured.

This course includes the principles of fire, procedures to follow in the event of a fire emergency, types of extinguishers and how to use them.


This course is not designed to provide training as a fire-fighter.

Health & Safety is so important at PDSA and is the responsibility of everyone. We want to prevent as many injuries as possible and completing this course will give you an understanding of how to prevent accidents from occurring and will give you information on how to ensure you are safe.

This course has been designed to develop and test your knowledge of Health & Safety, and will take you approximately 60 minutes to complete.