Job title Barista Contract Norfolk & Norwich University Hospital Location NR4 7UY Salary £24,000 - £26,500 basic plus Serco benefits Contract hours 37.5 hours per week Monday – Sunday shifts between 6.30am – 8.30pm Join Serco and make a real difference. As a Barista in our Health team, you’ll create a warm, welcoming experience for everyone visiting our retail catering outlets. You’ll help deliver a smooth, friendly service that supports patients, visitors, and colleagues throughout their day. Your role has purpose. By serving great coffee and fresh food with care and attention, you’ll help create moments of comfort and connection within a busy hospital environment. Every interaction helps support wellbeing, recovery, and a positive experience for the community we serve. Key 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 in order to maintain corporate assurance levels and that documentation and work records are accurately complete.d 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 in order 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’ll need to do the role: Good verbal and written communication skills to communicate clearly with colleagues, patients, visitors, trust staff and customers Good Customer Care Skills. Able to work to agreed standards and follow work instructions Flexibility – to respond to changing demands Empathetic – using judgement, understanding and empathy to support patients. Efficient and organised - Respond in a timely manner to work activities using judgement and knowledge to select the most appropriate activity based on the needs of the service or location to ensure an efficient service provision. Basic skills training, e.g Food preparation, Basic Food Hygiene, Diet and Allergen awareness Desirable Barista experience may be an advantage Experience of working in a retail catering outlet will be advantageous. What we offer: 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 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 About Serco At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone. By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. Apply Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000. At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.