Vacancy at Roehampton Students' Union
Hive Team Leader
Salary £ 13.31 per hour (excluding holiday pay), £14.92 per hour (including holiday pay)
The Hive Cafe 29 Roehampton Ln, London SW15 5PJ
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As a Team Leader, you will work collaboratively alongside the Students’ Union’s management team to develop and deliver excellent customer service within the café, setting high standards and modelling professional behaviours.
You will lead the day-to-day running of The Hive Café while on shift, directing and supporting the team to ensure smooth service and high-quality delivery. You will supervise and coach casual staff baristas on shift, helping to develop skills and confidence in the role.
You will provide operational support as required to activities hosted by the Students’ Union and within The Hive Café, ensuring all operations are conducted in line with our standard operating procedures, industry best practice, and legislative requirements – for example ensuring our premises operate in a safe and hygienic manner.
Service Delivery
- Maintain an operational hands-on presence in all business areas, ensuring all elements of our daily café service are delivered to the highest standard and in compliance with relevant legislation.
- Act as a key holder, ensuring compliance with agreed security protocols and reporting processes, liaising with partner organisations/University security as requested – this may include leading on opening and closing the café.
- Support the routine management of The Hive Café, ensuring all areas are maintained to the highest standards, focusing on housekeeping and hygiene in both front of house (FoH) and back of house (BoH). This includes monitoring the quality and completion of daily, weekly, and deep-clean procedures, while also supporting staff performance on shift by maintaining high customer service standards, monitoring behaviours, and ensuring team members remain focused and on task.
Customer Service Champion
- Lead by example in providing outstanding customer service and building positive relationships with customers and stakeholders.
- Handle customer feedback with professionalism, ensuring any issues are resolved promptly and efficiently.
- Monitor and evaluate customer feedback and make appropriate recommendations for service improvements to the management team.
- Train and mentor staff on best practices for customer service, fostering a welcoming and friendly environment that improves customer satisfaction while increasing sales.
Stock Control
- Ensure that accurate and efficient stock control procedures are implemented, records maintained and information provided on request to both internal and external auditors.
- Ensure all deliveries are accurately recorded, checked and stored with strict adherence to first in, first out (FIFO) and compliance with HACCP.
- Regularly review and monitor sales, making suggestions to the management team on potential changes to menus and promotions to ensure stock loss is mitigated.
- Ensure all recipes are maintained, reviewed and all staff are appropriately trained to deliver consistent high-quality product to specifications.
People Management
- Monitor and oversee staff performance whilst on shift, providing clear direction, support, and feedback, and contributing to team meetings where appropriate.
- Promote a positive and inclusive working environment by ensuring all staff are treated fairly, consistently, and respectfully.
- Support the management team in the coordination and delivery of casual staff training including, but not limited to: coffee service, food preparation, customer service, allergens, food hygiene, and health and safety.
- Encourage consistent standards of performance and behaviour across the team through coaching and day-to-day support on shift.
- Ensure accurate and up-to-date personnel records are maintained for all staff relating to absence, lateness, and incidents of poor or exceptional performance.
General Responsibilities
- Encourage cross departmental collaboration with the goal of improving the student experience.
- Ensure alignment between departments and the Union’s long-term strategy.
- Effectively manage the resources of the Union, taking care to always strive for value for money and working within agreed budgets.
- Adhere to the financial regulations and all other relevant policies and procedures of the Union.
- Recruit and induct staff within the organisation as appropriate.
- Participate in departmental and cross departmental projects as required.
- Comply with relevant equality and diversity policies, promoting a healthy working environment where all individuals are valued.
- Comply with relevant health and safety policies and seek to minimise hazards for others.
- Support the development and implementation of sustainability initiatives within the organisation.
- Comply with relevant data protection policies, ensuring the Data Protection Act 2018 and other relevant legislation is considered when making plans and decisions.
- Establish and maintain excellent working relationships with students, volunteers, staff and individuals outside of the Students’ Union (for example the University).
- Comply with the Students’ Union’s articles of association and other governing documents, recognising and celebrating the contribution of members to leading our work.
- Work as part of a wider team, undertaking any other reasonable duties appropriate for the grade that may be required by the organisation.