We are seeking a Front of House Café Supervisor to support the delivery of high-quality, hands-on training in customer service, barista skills and front-of-house operations. 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 running a community café that generates sustainable income and growth.
Accountable To The post-holder will work closely with and report to the Cafe Manager across the range of activities covered by the post.
Working Relationships
The post-holder will be required to develop effective and positive working relationships with all New Start Highland departments, colleagues and customers.
Key Results & KPI
* 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.
Responsibilities
* 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 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
There are 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
Other
Essential
* This post is subject to Enhanced Disclosure “clearance” and Police Scotland checks.
Desirable
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