Costa Supervisor
Norfolk & Norwich University Hospital
Full time - 37.5 hours per week, 5 out of 7 days per week
Salary: £24,465.00 plus benefits
Main Purpose:
To manage the food and beverage system within catering, ensuring a safe, suitable, and satisfactory service level. Lead by example with professionalism and courtesy.
Main Accountabilities:
1. Manage the Retail Catering team through effective communication to motivate, engage, and develop staff.
2. Monitor and implement service delivery standards, conducting audits to ensure compliance with PMS/SLS criteria.
3. Support the Head of Retail in developing and implementing business strategies to improve efficiency and mitigate risks.
4. Ensure policies, procedures, and operational changes are maintained and correctly documented for corporate assurance.
5. Manage customer satisfaction feedback and benchmarking to enhance service quality and meet Trust and Serco goals.
6. Maintain staffing levels, manage absences, holidays, recruitment, and retention to control labor costs and boost staff engagement.
7. Participate in leadership team meetings and cover other team members as needed.
8. Oversee training and development of supervisory staff, ensuring safety and compliance with health and safety standards.
9. Assist in managing departmental budgets, analyzing staffing and expenditure to improve service performance.
10. Demonstrate high standards of customer service to maximize food and beverage sales and profit.
11. Perform additional duties as assigned within scope of skills and capabilities.
Requirements:
* Basic Food Hygiene certification
* Knowledge of Serco and Trust practices, health and safety, infection control, and food hygiene standards
* Supervisory skills, including coaching and mentoring
* Strong communication skills with patients, staff, and customers
* Experience in retail catering services
* Understanding of business practices such as cost control, staff scheduling, and purchasing
* Ability to follow work instructions and standards
What We Offer:
* Up to 6% contributory pension scheme
* 25 days annual leave plus bank holidays
* Health and wellbeing benefits including Employee Assistance Programme and health plans
* Discounts on attractions, mobile phones, cinema, leisure, and hospitality
* Supportive team culture emphasizing diversity and inclusion
* Training and development opportunities
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