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Job description

You will be the heartbeat of our Pausa coffee shop, the driving force behind our unique and joyful customer experience. You’ll take ownership of the business and set the tone, making sure every visit to our coffee shop feels like a warm welcome home. Whether it’s a regular grabbing their usual or a first-time visitor, you’ll make sure every customer leaves feeling better than when they arrived. You’ll lead by example, inspiring a culture of genuine care, fast service and joyful interactions with every customer. You’ll empower your colleagues to take pride in every cup they craft, every smile they share, and every moment they create. You know what great looks like and work hard every day to make it happen. This is a hands-on, high-energy role where your leadership will shape the heartbeat of Pausa. You’re passionate about people, obsessed with customer happiness, and ready to lead your team to success. You’ll keep a close eye on what customers love, what they need, and what keeps them coming back. You’ll turn feedback into action, and good days into great ones.

Responsibilities

• Consistently consider the impact of your actions on the customer experience, and strive to deliver joyful experiences in the most effective and thoughtful way
• Engage with your customers, listen to their thoughts and pick up on the little details that help make their experience even better
• Consistently deliver exceptional customer service to support strong CSAT (Customer Satisfaction) scores, ensuring every customer receives a welcoming, helpful, and memorable experience
• Set the pace for a fast and friendly service that leaves customers smiling and wanting to come back again and again
• Inspire your team to deliver joy through every interaction, including using their expert advice and recommending their favourite products
• Handle any hiccups calmly and confidently, using the food escalation process when needed
• For the full list of job responsibilities, please visit www.dunelmcareers.com/vacancies/37385/coffee-shop-manager.html

Skills and Qualifications

Essential Skills

• Ability to inspire your team to put customers first and lead by example in every interaction
• You’ve led a team before - ideally in a fast-paced retail setting where there’s always something going on
• Previous experience working with food and drink e.g. a a café or deli
• Able to work weekends - we’re at our busiest when everyone else is off, so flexibility is key
• For the full list of criteria, please visit www.dunelmcareers.com/vacancies/37385/coffee-shop-manager.html

Further Information

Starting salary equivalent of £21,606 rising to £22,479.60 per year, plus overtime.