Coffee Shop Supervisor 153 views

Advert close date: Thursday 13th June 2024

Purpose of role: To champion and lead on delivery of the ‘on the ground’ customer experience, provide operational guidance and support to the team to ensure high levels of customer satisfaction and efficient day to day operation of the Coffee Shop.

Main Accountabilities

• Proactively address any ‘on the ground’ changes required to deliver a seamless customer experience;

• Assign the team daily and appropriate to footfall throughout the day to ensure the highest level of customer service is maintained;

• Monitor team performance and provide coaching to build skills;

• Listen to team members’ feedback and resolve issues;

• Undertake new joiner induction on systems, processes and standards;

• Resolve escalated customer complaints and ensure they are recorded;

• Ensure stock levels and cleanliness standards are maintained including ensuring fridges are clean at all times and stock is rotated and labelled correctly;

• Ensure the completion of stock transfer and wastage sheets;

• Participate in stock takes;

• Ensure cleaning is undertaken as per the daily HACCP cleaning sheets and that records are kept up-to-date according to guidelines;

• Contribute to and maintain risk assessments ensuring the team are updated on changes, maintain records;

• Ensure the team receive business updates including performance against KPIs and other relevant communication;

• Ensure building maintenance issues arising day to day, e.g. cleaning and reactive repairs, are reported and resolved promptly;

• Identify training needs and undertake training on systems, processes and procedures;

• Act as duty manager as required;

• Understand emergency and evacuation procedures and act accordingly should an emergency occur;

• To be a designated key holder for the Windsor Farm Shop which includes opening, setting up and closing of the Coffee Shop;

• Support the Coffee Shop and Deli Manager as required;

• To be a designated key holder for the Windsor Farm shop which includes opening, setting up and closing.

• Ensure adherence to Crown Estate policies and procedures, including cash handling, uniform, lost property etc.

Knowledge, Experience, and Skills

• Experience of leading teams in a busy, front line customer service environment;

• Experience of dealing directly with members of the public, including managing complaints;

• Able to demonstrate a strong customer service ethos;

• Demonstrable ability to coach and mentor a team to deliver high levels of customer service and a high quality product;

• Proven communication skills – listens to others, is approachable, appreciates the views of others, communicates information in a way that is understood;

• Supports others in adapting to change, identifying the benefits;

• Anticipates problems and identifies solutions;

• Team player;

• Demonstrable organisational skills with meticulous attention to detail;

• IT and computer literate;

• Hold and maintain food hygiene certificate level 3

• Fully allergen awareness trained.

We are a proud disability confident employer and operate the offer of interview scheme Disability Confident employer scheme – GOV.UK (www.gov.uk).

We are happy to offer alternative application methods or formats and can be flexible on our process to enable you to have the best opportunity.

If you have any questions about our recruitment process or would like to talk about adjustments, please contact us on careers@thecrownestate.co.uk.