Overview
You will play a vital role in supporting young people, many of whom face barriers to employment, to gain confidence, accredited qualifications, and real-world experience, to help them build independent, sustainable futures, whilst also successfully managing a café to generate sustainable income and growth.
Accountable To: The post-holder will work closely with and report to the Operations Manager across the range of activities covered by the post.
Working Relationships
This person will be responsible for all café staff (5 members of staff) and trainees. The post-holder will be required to develop effective and positive working relationships with all New Start Highland departments, colleagues and customers.
Responsibilities
* To deliver a high quality, professional cafe service to meet departmental KPIs and New Start Highland quality standards.
* To deliver an excellent customer experience.
* To perform all duties of the post in a professional manner in line with New Start Highland culture and core values.
* To assist in ensuring that in all aspects of work, New Start Highland’s values, policies and procedures are adhered to in a consistent manner.
* To maintain confidentiality.
* To liaise with staff, volunteers, service users and the general public in a courteous manner that promotes a positive image and upholds the company reputation.
* To always maintain safe systems of work ensuring quality of service and all relevant Health and Safety and hygiene regulations are consistently delivered.
* To communicate clearly and effectively with other members of the team and the general public.
Key Tasks & Duties
* Deliver practical training in front-of-house duties including customer service, till operation, order taking, barista skills, table service, and hygiene protocols.
* Supervise and mentor young trainees during café shifts, providing daily guidance, encouragement, and structured feedback.
* Support young people to complete hospitality-related qualifications (e.g. SCQF, REHIS Customer Service/Hygiene).
* Ensure a warm, inclusive and welcoming café environment for customers and trainees.
* Oversee daily front-of-house and kitchen operations including cleanliness, customer flow, and service quality.
* Work collaboratively with kitchen and support staff to create a seamless training and customer experience.
* Model trauma-informed and person-centred practice in all aspects of the role.
* Any other duties appropriate to post
Salary & Benefits
32 days annual leave per year inclusive of public holidays rising to 35 days after five years’ service. There will be an opportunity to participate in a contributory pension scheme.
Core Skills & Competencies
Knowledge
Essential
* Knowledge of customer service standards and health & hygiene regulations
Desirable
* Relevant qualifications in hospitality, customer service, or training
Skills
Essential
* Strong interpersonal and communication skills, with the ability to mentor and inspire young people.
* Passionate about youth development, inclusion, and social impact.
Desirable
Experience
Essential
* Experience in a front-of-house or customer-facing hospitality role.
* Previous experience of maintaining accurate records / documentation.
Desirable
* Supervising and/or management experience.
Approach
Essential
* Positive, patient, and adaptable, with excellent organisational skills.
* Exceptional ability to relate to people and form and develop constructive relationships at all levels.
* Ability to maintain good humour and remain focused under pressure.
* Solution Focused.
* Smart and presentable appearance.
* Team mind set.
* Good time keeping.
* Accountable and responsible.
* Initiative and common sense.
Desirable
Other
Essential
* This post is subject to Enhanced Disclosure “clearance” and Police Scotland checks.
Desirable
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