Norwich - Coffee Shop Manager

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We’re a proud holder of the Gold Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.

Salary – up to £30,000.00 with enhancements plus Serco benefits.

Main Purpose:

To manage the food and beverage system within catering to ensure that a safe, suitable, and satisfactory level of service is a maintained within their designated area. To lead by example with professional and courteous manners.

Main Accountabilities:

• Manage the Retail Catering team through effective communication to ensure a fully motivated, engaged and developed workforce within the department.
• Monitor/implementation of service delivery standards to the client by undertaking audits and ensuring compliance with PMS/SLS criteria.
• Support the Head Of Retail in development and implementation of the business strategy for Retail Catering to improve efficiency and protect the department against possible areas of risk
• Ensure that company administration, policies and procedures and operational changes are developed, maintained, and implemented where necessary to maintain corporate assurance levels and that documentation and work records are accurately completed.
• Manage the customer satisfaction feedback system and external benchmarking of the department to improve service/quality standards and to achieve Trust and Serco goals.
• Maintain staff levels through managing absence levels, holiday requests, improving retention and effective recruitment of staff to control labour budget and increase levels of staff engagement.
• Participate as a full member of the leadership team, attending and holding team meetings, working flexibly as required to cover other members of the team.
• Take responsibility for the and training and development of supervisory staff, ensuring that all staff work safely and are aware of their responsibilities under the Health and Safety at Work act 1974, Assured Safe Catering System, PPM, PPE and the trust infection and control standards.
• Assist in the management of department monthly labour and consumable budgets. Develop overall budget with RCM and FOHM by analysing the relevant budget and staffing levels to identify areas for improving service/performance of the contract.
• Demonstrate high standards of customer service through courteous interaction with customers and Trust staff to optimise food and beverage consumption and profit return.
• Undertake other ad hoc duties as prescribed by manager and within scope of skill and capability.

What you will need for the role:

• Basic Food Hygiene.
• Requires full knowledge of Serco and Trust working practices and procedures and Health and Safety requirements including infection control and Food Hygiene.
• Supervisory skills, including dealing with difficult situations, coaching and mentoring staff.
• Good Communication Skills, e.g communicating with Patients, Trust Staff and customers.
• Excellent Customer Care Skills
• Experience of working within a retail catering service provision environment
• Awareness of good business management practices, ie. Cost control, staff rotating, purchasing.
• Able to work to agreed standards and follow work instructions.

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days' annual leave plus bank holidays.
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.