Job Title: Head of Customer Service and Human Resource Mananger

Location: Manchester City Centre, UK

 

Job Overview:

We are seeking a highly motivated and skilled individual to join our team as the Head of Customer Service and Human Resource Manager. In this pivotal role, you will be responsible for overseeing the day-to-day operations of our restaurant, ensuring that our staff provides unparalleled service to our diverse clientele.

Responsibilities:

  • Supervision and Leadership:

    • Lead and supervise the daily operations of the restaurant, managing both the American brunch and Mexican taco service transitions.

    • Ensure smooth coordination between kitchen and front-of-house staff for efficient service.

  • Staff Training and Development:

    • Develop, update, and maintain comprehensive staff training manuals.

    • Conduct onboarding sessions for new employees, acquainting them with our restaurant's culture, values, and service standards.

    • Provide ongoing training and re-training as necessary to enhance staff performance.

  • Customer Service Excellence:

    • Act as the frontline representative for customer service issues, addressing concerns and resolving complaints with a focus on “American-style” service standards.

    • Champion a customer-centric approach, ensuring all staff members prioritise customer satisfaction.

  • Training Program Enhancement:

    • Evaluate and enhance existing training programs to align with American service standards.

    • Educate staff on essential American service points to elevate the overall customer experience.

  • Manual Updates:

    • Review and update training manuals regularly, incorporating industry best practices and feedback from the operational team.

Qualifications:

  • Proven experience in a managerial role within the restaurant industry, with a focus on staff training and customer service.

  • Strong understanding of American-style customer service and a commitment to delivering excellence.

  • Exceptional leadership and interpersonal skills.

  • Detail-oriented with the ability to create and update training materials effectively.

  • Flexibility to work during both daytime and evening shifts as needed.

How to Apply:

Interested candidates should email their resume and a cover letter highlighting past customer service experience to Sam Dunwoodie, sam.dunwoodie@gmail.com. Please send us a message if you’d like to enquire regarding salary for this position, or any additional information.

Koffee Pot is an equal opportunity employer. We encourage candidates from diverse backgrounds to apply, and particularly if they have any specific experience in American customer service roles.

Application deadline: until filled.

We look forward to welcoming an enthusiastic and dedicated individual to our team!

Further breakdown of skills, experience, and qualifications (as included in cover letter):



  • Skills

    • Leadership skills: candidate should have strong leadership qualities to effectively supervise and lead the restaurant’s staff, ensuring a cohesive and efficient operation

    • Communication skills: excellent verbal and written communication skills are essential for conducting training sessions, addressing customer concerns, and updating training manuals. PLEASE NOTE, successful candidate must speak and write in fluent English. 

    • Customer service expertise: the ability to provide exceptional customer service and resolve issues with efficiency, charm, and attentiveness.

    • Training and development: proven experience in designing, implementing, and updating training programs, including onboarding for new employees and ongoing training initiatives.

    • Problem-solving: adept at identifying and resolving operational challenges, both in real-time during shifts and in response to post-visit customer complaints.

    • Attention to detail: detail-oriented to review and update training manuals, ensuring accuracy and alignment with the restaurant’s service standards.

    • Flexibility: ability to adapt to the changing demands of a restaurant that transitions from brunch to dinner service, requiring flexibility in managing staff and operations.

    • Time management: efficient time management skills to handle multiple responsibilities, including daily supervision, training sessions, and addressing customer concerns

  • Experiences

    • Previous experience in a managerial role within the service industry, ideally with a focus on overseeing staff training and customer service.

    • Experience leading customer service initiatives, handling customer complaints, and implementing strategies to improve overall customer satisfaction.

    • Proven track record in designing and delivering effective training programs, fostering a culture of continuous improvement.

    • Familiarity with the dynamics of a restaurant that requires a hands-on and active approach to customer service standards.

    • Any additional experience in franchising would be a bonus, as we plan to expand Koffee Pot within the next year and open a second location. The successful candidate will play a pivotal role in launching the training & development program at our new restaurant, and will be solely responsible for training new members of staff. 

  • Qualifications

    • Previous managerial role within the restaurant and service industry.

    • A degree or educational background in business studies.

    • Experience in designing and implementing educational or training programs.

    • Prior experience in American restaurant service standards, or general knowledge of that style.

    • Flexibility in schedule, willingness to work evenings and weekends, to oversee both daytime and evening services.