Working alongside a friendly team of employees and volunteers, you will participate in the day‑to‑day running of our busy cafe at Nineteen38 Coffee at Morton House in Luton. As Retail & Café Manager, you will be responsible for overseeing the effective operation of the café, ensuring high store standards and delivering excellent customer service at all times.
Hours: 30 hours per week (5 shifts of 7 hours), including all Bank Holidays. Schedule: Typically, Monday to Friday with weekends on a rota basis supporting the sister site at Wigmore Valley Park. Typical shifts: Open to close could be 07:30‑14:00 or 09:00‑15:30.
Responsibilities
* Deliver excellent, friendly, and helpful customer service.
* Maximise overall customer experience.
* Lead, develop, and manage a team to meet targets.
* Ensure all policies and procedures are consistently followed.
* Demonstrate strong communication with customers and team members.
* Use organisational skills to manage tasks and resources effectively.
* Utilise IT systems (e.g. Microsoft Office, email) for admin tasks.
* Oversee all aspects of Nineteen38 Coffee operations, including stock control, staffing, and smooth day‑to‑day running.
* Deliver against agreed Profit and Loss (P&L) targets by monitoring performance and adjusting costs in line with turnover.
* Maintain exceptional café standards, ensuring a safe, clean, and organised environment while delivering excellent customer service.
* Ensure compliance with all statutory and organisational standards, including Health & Safety, Food Hygiene, Data Protection, and financial controls.
* Lead by example to create a positive and inclusive environment for both employees and volunteers.
* Motivate, engage, and support the team through clear communication and effective leadership.
* Provide coaching, mentoring, and training to ensure adherence to policies and delivery of operational excellence.
* Manage team performance, implementing processes to drive continuous improvement.
* Recruit, coordinate, and support volunteers and employees to meet operational needs.
* Use management information and reports to monitor performance and identify opportunities to improve sales and efficiency.
* Monitor competitor activity and market trends, sharing insights and actions with the Area Manager and Retail Support team.
* Collaborate with the Area Manager to develop and implement the Retail Business Plan at a local level.
* Provide regular performance updates and insights to the Area Manager.
* Work flexibly in line with café trading hours.
Qualifications
* Proven leadership and people management with great motivational skills.
* Previous experience in a barista/café environment with experience managing people.
* Ability to remain calm and professional in a fast‑paced environment.
* Strong customer‑service orientation.
* Knowledge of EPOS systems.
* Knowledge of food safety and health & safety procedures.
* Excellent communication skills.
* Enjoy working within a passionate team as well as independently on occasions.
* Skilled at organising, delegating, and prioritising.
* Flexible to the needs of the business and able to attend out‑of‑hours training if required.
* Knowledge and experience of general administrative processes.
* Experience with email and internet required.
* Proficient in the use of IT systems, e.g. Microsoft Office, at a basic level; pays attention to detail, checks work, and ensures accurate decision‑making.
Benefits
* Salary of £13.49 per hour (FTE £24,552 per annum).
* 26 days' holiday (pro‑rata) plus paid statutory Bank Holidays (pro‑rata).
* Up to 2 days paid volunteer leave a year, through our employer‑supported volunteer scheme.
* Ten weeks' company sick pay following successful completion of probation.
* A great pension scheme.
* 2 × Salary Death in Service Benefit, subject to qualification.
* Enhanced Family Leave schemes.
* An employee benefits package that gives access to an exclusive rewards website for discounts and cashback.
* A 24‑hour doctor line, financial support with dental/optical and other therapies.
* A free and confidential employee assistance programme with up to six face‑to‑face counselling sessions included.
* Extensive online and on‑the‑job training to ensure you will succeed in your role.
* Opportunities to develop new skills and progress your career.
* The chance to make a positive, lasting impact that changes lives, communities and society.
#J-18808-Ljbffr