Catering Contract Manager Covering Mill Hill, Baldock, Tring and in Welwyn Garden City

About us HCL is an established and successful educational specialist caterer, providing over 16 million meals each year across our schools and commercial sector. Our mission extends beyond simply providing meals; we are committed to crafting outstanding dining experiences that meet the diverse needs of our customers. We are committed to safeguarding and promoting the welfare of children and young people, and all staff are expected to share this commitment. An enhanced DBS disclosure will be carried out by the company. Head Office is at Mundells, Welwyn Garden City.

Purpose of the job HCL are leading contract caterers with a focus on school feeding. We have a commitment to deliver high-quality, nutritious, and engaging food experiences for children and staff across our primary schools, secondary schools, and commercial sites. We pride ourselves on our dynamic culture and our commitment to excellence. To manage the catering services within a geographical Area and in line with legislation and the Policies and Procedures of HCL and to deliver a quality service according to contractual requirements and within financial targets. The role offers a unique opportunity to impact the health and well-being of children while championing HCL's mission to make food a vital part of the educational experience.

Main areas of responsibility:

• Customer Service Excellence: Develop and maintain positive customer relationships with the schools/contracts, responding to individual needs and work with the School/Business Representative to effectively promote and continually develop the service to become an integral part of the School/Business ethos. Attend Heads' meetings, Governor forums and School Councils to ensure that there is a positive and realistic view of the service and what it is trying to achieve, where required. Troubleshoot customer service issues as they arise, assisting staff in Units where necessary. Act as escalation point of contact for the management of contracts.
• People Management & HR Issues: Organise and lead the catering teams for all catering Units within the designated geographical Area, ensuring that all Units are fully operational and consistently deliver the required standard. Respond to any absence problems by deploying the available mobile resources to plug gaps in provision. Responsible for supporting in recruitment and induction of Unit based staff, identify training and development needs within the Area, ensuring that statutory training is delivered to all staff in line with legislation and HCL's Policies and Procedures. Manage all aspects of performance and conduct appropriate AER and first line discipline, ensuring staff are motivated and developed to their full potential.
• Kitchen Operations & Standards: Implement the operational management of the HCL Food Safety Policy and Safeguarding Policy to provide a safe and healthy environment for customers and staff in all schools/contracts. Set standards, monitor and audit compliance with HCL Policies and Procedures through the Quality Audit System; taking effective action where there is non compliance. Maintain audit trail documentation. Work with Standards Team to ensure HCL standards are implemented and maintained.
• Financial Management & KPI Monitoring: Responsible for managing and achieving all financial budgets associated with sites within their assigned Area, monitoring food costs, labour costs, food waste and other items related to the service. Implement initiatives to increase uptake of the service (Primary) and increase turnover (Commercial). Prepare and deliver management information data reports as required.
• Evaluation & Continuous Development: Seek feedback from clients, peers, and staff to improve service delivery continuously. Have and conduct termly performance evaluations based on service delivery, financial performance, and team management. Own personal and service development by utilising e-learning, refresher courses, industry conferences and trade shows focused on emerging trends in catering and customer service.

The duties and responsibilities listed above describe the post as it is at present. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

Person specification: You will have previous experience in catering, retail or hospitality multi-unit management as well as an excellent knowledge of current Food Safety legislation. Self-motivated with excellent organisational skills and experience of prioritising workload, within demanding timescales, whilst remaining resilient under pressure. Work confidentially, accurately and independently with minimal referral to management. Demonstrates effective IT skills, have good working knowledge of Microsoft software including Word, Excel and Outlook. Demonstrates excellent interpersonal skills, you will foster relationships with a variety of stakeholders and be able to communicate fluently with customers in accurate spoken and written English. Excellent people management skills in building and supporting teams and clients. Be flexible to accommodate daily priorities; enjoy solving problems. You will have commercial experience as well as a good understanding of budget management and analysing data. Positive approach to the workplace and commitment to working flexibly to achieve service and team needs. This is a mobile role, you must have a driving licence and access to transport on a daily basis. Own personal development and seek opportunities to improve and continually learn.

HCL Benefits: Recommend a Friend (Get rewarded up to GBP500 every time you introduce people to us) T&C's apply. Learning opportunities for personal and professional development within the company. VIVUP discount scheme for supermarkets, cinemas, retail, dining, hotels, and family activities.

Join our dedicated team at HCL and help us deliver healthy, nutritious meals that make a real difference every day!