AVAILABILITY LOCAL SCHOOL BREAKS +/- WEEKENDS
As a seasonal business, our peak trading periods coincide with school holidays within the South Tyneside area. Consequently, we require additional supervisory support during the Christmas, Easter, Summer, and half-term holiday periods to ensure effective operations and maintain our high standards of customer service.
Additional supervisory cover may also be required at weekends throughout the year, depending on business needs.
We would welcome applications from individuals who are available to work during all of these periods, as well as those who can commit to covering some of the times specified. Flexibility and reliability are essential, particularly during our busiest trading periods.
SCHOOL BREAK HOURS 30H 45H+ PER WEEK
WEEKEND 8H 16H PER WEEK
PURPOSE OF THE ROLE
To take responsibility for the overall performance of the parlour and its team during your shift, ensuring the smooth running of operations whilst delivering excellent customer service.
A large part of the role will require you to carry out Sales Assistant duties alongside your supervisory responsibilities. The balance between these will vary depending on customer demand and staffing levels. You will play a key role in maintaining the quality standards that have defined Minchella & Co since 1942.
KEY RESPONSIBILITIES
- Take full responsibility for the performance of the parlour and team during your shift, ensuring a satisfactory and smooth handover to the next Shift Supervisor or Manager.
- Maintain a positive, safe, and welcoming environment for both staff and customers through effective management and leadership.
- Carry out Sales Assistant duties alongside your supervisory role as required, including serving customers, preparing products, and operating the EPOS system.
- Lead by example, balancing delegation of tasks fairly so that workflow runs with ease and efficiency.
- Open and/or close the parlour in line with established procedures, including cash handling, cashing up, and ensuring the float for the next working day is correct.
- Prepare and manage the team rota, ensuring adequate staffing cover relative to forecasted demand, local events, and budget constraints. Adjust shift arrangements at short notice where required (e.g. starting staff early, extending shifts, or implementing emergency cover).
- Ensure all food safety, hygiene, HACCP, fire safety, and health and safety standards and documentation are complete, correct, and upheld at all times.
- Monitor and manage stock levels to maximise sales whilst minimising waste. Ensure the counter is stocked and replenished throughout the day, and liaise with other departments regarding promotions and guest products.
- Implement and monitor a waste management system, feeding back to purchasing regarding product performance.
- Act as the first point of contact for customer queries, complaints, and feedback, ensuring complaints are dealt with and recorded appropriately.
- Build rapport with customers and contribute to maintaining a positive reputation, including on social media platforms.
- Support the training and development of new and existing team members, including induction for new starters. Identify areas of improvement within individuals and deliver positive and constructive feedback.
- Analyse the strengths and capabilities within your team and utilise those strengths to create an efficient structure of service.
- Being mindful of the overall wellbeing of the individuals within the team, managing the structure of service in order to support staff members if needed.
- Identify and rectify any conduct or performance issues appropriately, and be comfortable carrying out disciplinary procedures if required.
- Enforce company policies and procedures, ensuring all team members adhere to company standards.
- Generate reports as requested by management, covering daily performance, incidents, staffing issues, and opportunities for improvement.
- Ensure all administrative duties are completed, including health and safety documentation, daily takings records, and other day-to-day paperwork.
- Ensure staff record their timesheets accurately, adjusting and reporting any deviations.
- Conduct regular checks on the cleanliness, safety, and general upkeep of the parlour, counter, machinery, and customer seating areas (inside and outside). Report and arrange repairs and maintenance as required.
- Ensure the parlour meets sales targets and that customer demand is satisfied in a sustainable manner.
- Support events, promotions, and seasonal activities as directed by management, including staffing and operating mobile units at local and private events.
- Provide feedback and support to higher management with the implementation of new processes and assist in delivering continuous improvements to procedures and workflows.
ESSENTIAL SKILLS & QUALIFICATIONS
- Previous experience in a managerial, supervisory, or team leader role, ideally within hospitality, retail, or food service (12+ months desirable).
- Strong understanding of food safety and hygiene regulations (Level 2 Food Hygiene certificate desirable; qualifications in allergen awareness, COSHH, health and safety, and first aid are advantageous).
- Confident with cash handling, EPOS systems, cashing up procedures, and basic financial reporting.
- Competent with word processing software (e.g. Microsoft Word, Apple Pages) and spreadsheets (e.g. Microsoft Excel, Apple Numbers).
- Excellent communication and interpersonal skills, with the ability to create positive relationships and rapport with staff and customers.
- Ability to remain calm and make sound decisions under pressure, particularly during peak trading periods in a fast-paced environment.
- Good organisational and leadership skills, with the ability to multi-task and maintain awareness of team performance whilst carrying out your own duties.
- Assertive when required, with the confidence to address conduct or performance issues.
- High standards of personal presentation.
DESIRABLE SKILLS & QUALIFICATIONS
- Business or management qualifications (Level 3 or above).
- Full UK driving licence.
- Barista experience.
- Coaching skills and training techniques.
- Dietary and allergen awareness qualifications.
- Foundation certificate in Food Safety and/or Health & Safety.
PERSONAL ATTRIBUTES
- A natural leader who motivates, supports, and develops their team.
- Passionate about delivering outstanding customer experiences and takes personal pride in quality.
- Organised, proactive, and able to prioritise competing demands in a fast-changing environment.
- Flexible and adaptable, with a willingness to work across both parlour locations and at mobile event units as required.
- Comfortable working in the public eye and leading a team in a customer-facing setting.
- Welcomes continuous improvement – willing to contribute ideas and assist in implementing new processes.
- Proud to represent a heritage brand with strong community ties, and aligned with Minchella & Co’s values of quality craftsmanship, family, and pride in what we do.
ADDITIONAL INFORMATION
- Probation period: 1 month (the company reserves the right to extend or terminate at its discretion).
- Training: Training will be carried out by current supervisors and the management team through a structured programme. We estimate approximately 2 months to be fully trained in the Shift Supervisor role. Individual development needs will also be supported.
- Perks: Free coffee at work and 20% staff discount on all ice creams, food, and drinks.
- Support: You will be fully supported by the management team.
ACKNOWLEDGEMENT
This document outlines the key roles and responsibilities associated with the above position. It is not exhaustive and may be amended from time to time in consultation with the post holder to reflect the changing needs of the business. There may be occasions when tasks outside of those listed are required; a supportive and open-minded approach is expected.
Pay: £14.41 per hour
Benefits:
Work Location: In person
