At a Glance
- Tasks: Lead and optimise operations across our award-winning coffee shops in London.
- Company: Join Rosslyn, a top independent coffee shop chain known for excellence and hospitality.
- Benefits: Competitive salary, free coffee, discounts, cycle-to-work scheme, and exciting work socials.
- Other info: Be part of a growing team that values warmth, honesty, and continuous learning.
- Why this job: Shape the future of our coffee shops while making a real impact on guest experiences.
- Qualifications: Experience in multi-site leadership within hospitality or premium retail is essential.
The predicted salary is between 70000 - 70000 £ per year.
Reports to: Managing Director
Location: Across the shops in the City of London, with head office attendance as required — this is not a desk job
Direct reports: Area Manager, Facilities & Maintenance Manager, and the Shop Managers of shops not covered by the Area Manager
Working Pattern: Mon – Fri, contracted 40 hrs, plus at least one Saturday per month in person, alternating with the Area Manager so Saturdays have senior presence. Includes a degree of flexible out-of-hours availability for genuine emergencies.
About Us
Founded in 2018, Rosslyn is a collection of award-winning specialty coffee shops across the City of London. We set out to create something special: “All the high standards and attention to detail of the great Australian Café, combined with all the warmth and hospitality of the great Irish pub!” Our sites are now amongst the busiest in the world and bring together industry leaders from various fields to represent their work under one roof! We believe that what we do matters. We're a hospitality business built around contributing to everyone we come into contact with — our guests, our team, and our community. We understand that success means more when it's shared, and that when you invest in the people around you, it comes back around. We're currently in a phase of focused growth — concentrating on the ten shops we already operate and making what they do even better, rather than adding sites. This is a newly created seat, and the person who takes it will shape it.
Purpose of the Role
To be accountable for operational performance across Rosslyn’s estate of coffee shops — covering guest experience, commercials, standards and compliance — delivered results through the Area Manager, the Facilities & Maintenance Manager and the Shop Managers reporting directly into the role. This seat owns the standards, procedures and systems the shops run to. Success is measured by what the operations team delivers, not by individual influence.
About You
- This is a seat for someone who leads through people, not around them — who wants the most from their team by holding them to a standard with warmth rather than preventing them from making decisions that encourage continuous learning and growth.
- You notice the things that are easy to walk past, and you care enough to fix the cause, not just the symptom.
- You're optimistic about how we work together to create our vision and you deliver on honesty, even when it's uncomfortable.
- You’re the voice that shares where we can do better for our shop-based team and guests.
- Above all, you understand how hospitality is the what we do, and coffee is the how we do it.
- Multi-site leadership in hospitality, food & beverage, or premium retail, ideally across five sites or more.
- Finds people management rewarding and is proud of the way they work set others up for success, such as by developing their professional competency or leadership capabilities.
- Has owned a P&L at estate level and can talk fluently about labour, waste and margin.
- Comfortable holding people to a standard with warmth— and being held to one yourself, applying constant, gentle pressure.
- Appetite and respect for specialty coffee as a craft — you won't need to be a coffee wiz, but you’ll understand the impact we can have through it.
Key Responsibilities
- Own the day-to-day operation of the entire shop estate, through the Area Manager and Shop Managers.
- Own operational process across the estate, ensuring everything lands properly with guests, managers, teams and the support team in mind.
- Hold the Facilities & Maintenance Manager accountable for response times, planned preventative maintenance and the estate's compliance position.
- Arbitrate where maintenance priorities and trading priorities conflict.
- Hold regular structured meetings with direct reports, reviewing performance and progress.
- Be present in the shops during trading, including covered Saturdays.
- Set the standard for guest experience across the estate, and act as the senior operational voice on what guests need as the offering develops.
- Own the labour deployment model — staffing benchmarks and rota standards — reviewing it throughout the year.
- Work with the support team to ensure areas of the business such as Facilities, Product, Marketing, Talent and Finance are supporting the operations team in delivering experiences to guests.
- Handle escalations that can't be resolved at shop or area level.
This list is not exhaustive and the role will also encompass further responsibilities.
Compensation & Benefits
Head of Shop Operations at Rosslyn is a newly created role. For the right candidate, we will be offering between £60,000 - £70,000 per annum DOE. Our salary offering doesn’t include the earnings projected from a role-specific bonus scheme. Our benefits package includes:
- Free coffee at work
- Generous discounts on our House and Guest retail offerings
- Access to an EAP
- Cycle-to-work Scheme
- Work socials that include a bi-yearly company-wide event, cuppings with leading roasteries from across the world and further internal events
- Tickets to London Coffee Festival
Why Rosslyn
We're recognised as one of Europe's leading independent coffee shops, and we've been featured in some of the most respected titles in the industry.
- 2026: Placed 12th (1st in England) in Europe's 100 Best Coffee Shops 2026
- 2023: Living Wage Champion Award — Winner
- 2024: Europe's Best Independent Café — Finalist
- 2022: Best Independent Coffee Shop in Europe — Allegra Events (Winner)
Head of Shop Operations in London employer: Rosslyn Coffee Limited
At Rosslyn, we pride ourselves on being an exceptional employer, offering a vibrant work culture that blends the high standards of Australian cafés with the warmth of Irish hospitality. Our commitment to employee growth is evident in our focus on developing leadership capabilities and fostering a supportive environment where team members can thrive. With unique benefits such as free coffee, generous discounts, and access to industry events, working across our bustling City of London shops provides a rewarding experience for those passionate about specialty coffee and hospitality.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Shop Operations in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Rosslyn Coffee Limited. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Rosslyn Coffee Limited
Don't be shy about reaching out to Rosslyn Coffee Limited directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Head of Shop Operations in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Rosslyn Coffee Limited and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Rosslyn Coffee Limited
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
