About Us
SugaSpice Bakery & Kitchen is more than just a food business—it's a vision brought to life. Founded with a passion for quality, flavour, and community, we have created a unique business that combines retail, wholesale, and online delivery services to serve a wide range of customers, from local families to busy professionals seeking convenience without compromising on quality.
Our unique hybrid offering includes:
- Artisan bakery products baked fresh daily.
- Trend-driven takeaway food, including smash burgers, fried chicken, and authentic Indian street food.
- High-quality coffee, milkshakes, drinks, and grab-and-go options.
- A welcoming retail environment focused on exceptional customer service and product quality.
We are committed to providing outstanding food, excellent coffee, and a memorable customer experience. We pride ourselves on creating a welcoming environment for our customers and maintaining high standards across all areas of our business.
As our business continues to grow, we are seeking an enthusiastic, customer-focused, and reliable Front of House Retail Assistant who takes pride in delivering exceptional service and enjoys working in a fast-paced bakery and kitchen environment.
At SugaSpice Bakery & Kitchen, every team member plays an important role in creating a welcoming atmosphere, maintaining high standards, and helping us build a business that customers return to time and time again.
Role Overview
As a Front of House Retail Assistant, you will be the face of our business and often the first point of contact for customers. You will be responsible for delivering exceptional customer service, serving customers from our hot and cold food counters, preparing and serving beverages using our bean-to-cup coffee machine and milkshake machine, handling customer enquiries, and ensuring our retail area remains clean, well-stocked, and always welcoming.
You will work closely with both front-of-house and kitchen teams to ensure smooth daily operations and an excellent customer experience.
Key Responsibilities
Customer Service
- Greet all customers warmly and professionally upon arrival.
- Provide friendly, attentive, and knowledgeable service at all times.
- Assist customers with product selections and answer questions regarding menu items, ingredients, allergens, and daily specials.
- Build positive relationships with regular customers and create a welcoming atmosphere.
- Handle customer enquiries, requests, feedback, and complaints professionally and efficiently.
- Act as the first point of contact for customer service issues and escalate concerns to management when necessary.
- Actively encourage customers to leave positive & constructive feedback
Food and Beverage Service
- Serve customers from both hot and cold food counters.
- Prepare, package, and present food items according to company standards.
- Ensure all food is displayed attractively and replenished throughout the day.
- Prepare and serve hot drinks using a bean-to-cup coffee machine.
- Prepare and serve milkshakes using the milkshake machine.
- Monitor stock levels of food, drinks, cups, lids, condiments, and other service items.
- Maintain food quality and presentation standards throughout service.
- During quieter front-of-house periods, provide support to the kitchen team as directed.
Communication & Teamwork
- Maintain clear and effective communication with kitchen staff regarding customer orders, product availability, special requests, and service requirements.
- Liaise with the kitchen team to ensure accurate and timely fulfilment of customer orders.
- Support colleagues during busy periods and contribute positively to team performance.
- Communicate any operational issues, stock shortages, or customer concerns to supervisors or management promptly.
Retail Operations
- Operate the till and process customer transactions accurately.
- Ensure all shop inventory is recorded on POS system daily
- Handle cash, card payments, and refunds in accordance with company procedures.
- Assist with opening and closing duties as required.
- Restock shelves, displays, and service counters throughout the day.
- Assist with stock rotation and inventory checks.
- Assist with receiving and storing deliveries in accordance with company procedures.
- Help maintain stock levels and report shortages promptly.
- Ensure all displays remain clean, attractive, and fully stocked.
- Support promotional activities and seasonal product launches where required.
Cleanliness, Food Safety & Compliance
- Maintain high standards of cleanliness and hygiene throughout the front-of-house area.
- Follow all food safety, health and safety, and hygiene regulations.
- Complete daily cleaning tasks and checklists.
- Ensure equipment, counters, seating areas, and service stations are clean and well-maintained.
- Follow allergen procedures and provide accurate information to customers where appropriate.
- Always adhere to company policies and procedures.
Skills & Experience Required
Essential
- Previous experience in a customer-facing role within retail, hospitality, food service, café, bakery, restaurant, or a similar environment.
- Excellent customer service skills with a genuine passion for helping people.
- Strong communication and interpersonal skills.
- Friendly, approachable, and professional manner.
- Ability to remain calm and positive in a busy environment.
- Strong attention to detail and organisational skills.
- Ability to work both independently and as part of a team.
- Reliable, punctual, and flexible with working hours.
- Comfortable handling customer enquiries and resolving issues professionally.
- Ability to stand for extended periods and undertake light lifting when required.
Desirable
- Previous experience working in a bakery, café, deli, food hall, or hospitality setting.
- Experience operating a till/POS system.
- Experience preparing hot drinks using a bean-to-cup coffee machine.
- Food Hygiene Certificate (or willingness to obtain one).
- Knowledge of food allergens, food safety, and HACCP procedures.
Personal Attributes
We are looking for someone who is:
- Friendly, enthusiastic, and customer focused.
- Professional and well-presented.
- Confident communicating with customers and colleagues.
- Proactive and able to use their initiative.
- Positive, dependable, and hardworking.
- Able to multitask and prioritise effectively.
- Passionate about quality food, coffee, and excellent service.
What We Offer
- Competitive pay.
- Staff discounts.
- Supportive and friendly working environment.
- Training and development opportunities.
- Opportunities for career progression and development within the business, including pathways into supervisory and management roles.
- Employee recognition and reward opportunities.
Equal Opportunities
We are committed to creating an inclusive workplace where all employees are treated fairly and with respect. We welcome applications from candidates of all backgrounds and experiences.
Pay: £13.00-£15.00 per hour
Benefits:
- Discounted or free food
- Employee discount
Work Location: In person
