Barista in Norwich

Join Serco and make a real difference. As a Barista in our Health team, you'll create a warm, welcoming experience for everyone visiting our retail catering outlets. You'll help deliver a smooth, friendly service that supports patients, visitors, and colleagues throughout their day.

Your role has purpose. By serving great coffee and fresh food with care and attention, you'll help create moments of comfort and connection within a busy hospital environment. Every interaction helps support wellbeing, recovery, and a positive experience for the community we serve.

• Manage the Retail Catering team through effective communication to ensure a fully motivated, engaged, and developed workforce within the department.
• Monitor/implementation of service delivery standards to the client by undertaking audits and ensuring compliance with PMS/SLS criteria.
• Support the Head of Retail in development and implementation of the business strategy for Retail Catering to improve efficiency and protect the department against possible areas of risk.
• Ensure that company administration, policies and procedures and operational changes are developed, maintained and implemented where necessary in order to maintain corporate assurance levels and that documentation and work records are accurately completed.
• Manage the customer satisfaction feedback system and external benchmarking of the department to improve service/quality standards and to achieve Trust and Serco goals.
• Maintain staff levels through managing absence levels, holiday requests, improving retention and effective recruitment of staff in order to control labour budget and increase levels of staff engagement.
• Participate as a full member of the leadership team, attending and holding team meetings, working flexibly as required to cover other members of the team.
• Take responsibility for the training and development of supervisory staff, ensuring that all staff work safely and are aware of their responsibilities under the Health and Safety at Work Act 1974, Assured Safe Catering System, PPM, PPE and the trust infection and control standards.
• Assist in the management of department monthly labour and consumable budgets. Develop overall budget with RCM and FOHM by analysing the relevant budget and staffing levels to identify areas for improving service/performance of the contract.
• Demonstrate high standards of customer service through courteous interaction with customers and Trust staff to optimise food and beverage consumption and profit return.
• Undertake other ad hoc duties as prescribed by manager and within scope of skill and capability.

• Good verbal and written communication skills to communicate clearly with colleagues, patients, visitors, trust staff and customers.
• Good Customer Care Skills.
• Able to work to agreed standards and follow work instructions.
• Flexibility - to respond to changing demands.
• Empathetic - using judgement, understanding and empathy to support patients.
• Efficient and organised - Respond in a timely manner to work activities using judgement and knowledge to select the most appropriate activity based on the needs of the service or location to ensure an efficient service provision.
• Basic skills training, e.g Food preparation, Basic Food Hygiene, Diet and Allergen awareness.
• Desirable Barista experience may be an advantage.
• Experience of working in a retail catering outlet will be advantageous.

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days' annual leave plus bank holidays.
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.