Role Purpose
The Store Manager is responsible for the overall leadership, performance, and profitability of the store. This includes managing all store operations, employees, customer service standards, sales performance, food quality, health & safety compliance, and financial controls in line with Fireaway brand standards.
The Store Manager is accountable for creating a positive working environment, delivering excellent customer experiences, achieving company targets, and ensuring the store always operates efficiently and profitably.
Key Responsibilities
Customer Service & Sales
- Lead the delivery of exceptional customer service across all areas of the business.
- Handle and resolve customer complaints professionally and efficiently.
- Maintain excellent operational, service, and value scores across all platforms and aggregators.
- Maintain Fireaway brand standards, presentation, and customer experience at all times.
- Monitor sales trends and implement actions to improve store performance.
Store Operations
- Oversee the daily running of the store to ensure smooth and efficient operations.
- Ensure the store consistently meets company operational standards and procedures.
- Manage staffing levels in line with business needs and labour targets.
- Oversee stock ordering, stock rotation, wastage control, and stock management.
- Monitor store profitability and take action to control costs.
- Ensure all company policies and procedures are fully implemented and followed.
Food Safety & Hygiene
- Ensure all employees receive appropriate food handling and hygiene training.
- Maintain high food hygiene standards in accordance with company procedures and legal requirements.
- Ensure HACCP and Food Safety Management Systems (FSMS) are implemented and maintained correctly.
- Manage overall store cleanliness and hygiene standards.
- Take preventative action to maintain product consistency and customer satisfaction.
Aggregator Platforms & Online Reputation Management
- Monitor and manage aggregator platforms including Deliveroo, Uber Eats, and Just Eat.
- Respond to customer reviews professionally and within company timeframes.
- Monitor online ratings and identify opportunities to improve customer satisfaction and store performance.
- Ensure menu accuracy, pricing, and product availability are correctly maintained across all online platforms.
Health & Safety
- Ensure full compliance with all Health & Safety legislation and company policies.
- Train employees on health & safety procedures and safe working practices.
- Report hazards, accidents, incidents, and maintenance concerns promptly.
- Ensure fire safety, security procedures, and emergency protocols are followed at all times.
Team Leadership & People Management
- Lead, motivate, and develop the store team to achieve high performance.
- Recruit, induct, train, and retain employees in line with company procedures.
- Ensure all employee training records are completed and up to date.
- Conduct regular performance reviews and provide constructive feedback.
- Manage employee performance, conduct, absence, and grievances appropriately.
Financial & Commercial Responsibilities
- Manage labour costs in line with company targets.
- Monitor store expenses and identify opportunities to improve efficiency.
- Ensure accurate cash handling and banking procedures are followed.
- Analyse store performance data and implement improvement plans where required.
Vehicle & Delivery Compliance
- Ensure delivery drivers comply with company safety and legal requirements.
- Monitor driver documentation and insurance compliance.
- Promote safe delivery practices and staff safety awareness.
Additional Information
This job description is not exhaustive and may be amended from time to time to meet the needs of the business.
Pay: Up to £34,000.00 per year
Benefits:
- Company pension
- Discounted or free food
- Employee discount
- Health & wellbeing programme
- Store discount
Application question(s):
- Have you previously worked in a QSR, fast-food or takeaway environment?
- How many years of management or supervisory experience do you have within hospitality?
- Have you previously been responsible for managing a team, including rotas, performance and day-to-day staffing?
- Do you have experience managing food safety, hygiene and health & safety compliance?
- Have you worked with delivery platforms such as Uber Eats, Deliveroo or Just Eat?
Work Location: In person
