Coffee Shop Manager

3d3 days ago

Serco

Norwich, GB · Full-time · £25,000 – £30,000

About this role

Manage the food and beverage system within catering at Norfolk & Norwich University Hospital to ensure a safe, suitable, and satisfactory level of service in the designated area. Lead by example with professional and courteous manners. Oversee retail catering operations full-time at 37.5 hours per week.

Monitor and implement service delivery standards through audits, ensuring compliance with PMS/SLS criteria. Manage customer satisfaction feedback and external benchmarking to improve service and quality standards. Demonstrate high standards of customer service through courteous interactions to optimise food and beverage consumption.

Lead the Retail Catering team via effective communication for a motivated, engaged, and developed workforce. Maintain staff levels by managing absence, holidays, retention, and recruitment to control labour budget. Participate as a full member of the leadership team, attending meetings and working flexibly.

Support the Head of Retail in developing and implementing business strategy to improve efficiency and mitigate risks. Assist in managing monthly labour and consumable budgets by analysing staffing levels. Take responsibility for training supervisory staff on Health and Safety at Work Act 1974 and infection control standards.

Requirements

Basic Food Hygiene
Full knowledge of working practices, procedures and Health and Safety requirements including infection control and Food Hygiene
Supervisory skills including dealing with difficult situations, coaching and mentoring staff
Communicating with patients and customers
Experience managing retail catering teams
Knowledge of Assured Safe Catering System, PPM, PPE and trust infection control standards
Ability to analyse budgets and staffing levels

Responsibilities

Manage the Retail Catering team through effective communication to ensure a fully motivated, engaged and developed workforce
Monitor and implement service delivery standards by undertaking audits and ensuring compliance with PMS/SLS criteria
Support the Head of Retail in development and implementation of business strategy to improve efficiency and protect against risks
Ensure company administration, policies, procedures and operational changes are developed, maintained and implemented
Manage the customer satisfaction feedback system and external benchmarking to improve service standards
Maintain staff levels through managing absence, holiday requests, retention and recruitment to control labour budget
Take responsibility for training and development of supervisory staff on Health and Safety at Work Act 1974 and infection control
Assist in management of department monthly labour and consumable budgets