Job Description

Norfolk & Norwich University Hospital

Full time - 37.5 hours per week

Salary up to 24,169 plus enhancements plus basic plus Serco benefits.

Main Purpose:

To provide a retail catering service that meets the expectations of the patients, staff and visitors both in terms of quality safety and value for money.



Deliver Services within agreed KPIs and Service Level Agreements to the core restaurant, commercial outlets across the site including hospitality function.

Main Accountabilities:

Provide a courteous and efficient catering service to patients, staff and visitors within the trust optimising the productivity of the retail outlets.

Prepare and / or serve food and drinks to accepted customer standards in a professional and courteous manner.

Optimising retail sales and demonstrating high levels of customer service. Cleaning of catering and service equipment including floors, work surfaces, and related equipment manually and by use of machine to hygiene standards. Assist in the delivery of the function and vending service within time constraints and meeting stated requirements. Operate a cash register and handle cash in a safe and efficient manner. To correctly use, clean and maintain coffee machines within the department e.g group head, bean to cup and adhere to coffee brand standards. Actively upsell retail promotions to maximise revenue opportunity as well as cost effectiveness To maintain food safety and hygiene standards in your work area and apply the food safety procedures applicable in work area. Inclusive diet and allergen awareness. Ensure that all work is carried out in line with Health and Safety, Quality and Serco and Trust policies and procedures and all documentation and work records are completed accurately. To correctly use and take care of all equipment and materials associated with tasks and immediately report any faults to a supervisor. Store goods correctly and use stock on a rotational basis to optimise sales and minimise food wastage. Participate as a full member of the team, e.g. supporting and training other staff, participating in team meetings, working flexibly as required to cover other members of the team, supporting and improving mystery shopper feedback. Demonstrate company values through day-to-day interactions with all users and colleagues, with our Serco Cares ethos. 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.

Ensure that high personal hygiene and infection control standards are maintained in relation to personal tasks

Responsible for mentoring, supporting and buddying new employees to share learnings and experience. Assisting the training of new employees to undertake Retail Catering duties using the skills training record. To undertake visual inspection of equipment, prior to use, in line with H&S and training and take out of service and report to supervisor if any equipment is faulty, completing appropriate paperwork

Empowered to use judgement when selecting activities to ensure a balance of the needs of the customer and business.

Increased focus on using judgement and empathy to ensure appropriate caring and supportive communication to enhance customer experience. Perform tasks always wearing the correct uniform and protective clothing. To participate in team briefs, toolbox talks and all training, to ensure your knowledge and skills are up to date. To participate in service audits with Supervisors and managers as required using paper or electronic equipment. Supporting "Continuous Improvement" to maintain/ improve both quality and efficiencies, ensuring the service remains at the forefront with regards technology and new ways of working Undertake other ad hoc duties as prescribed by manager and within scope of skill and capability.

What you will need for the role:

Desirable Barista experience may be an advantage. Experience of working in a retail catering outlet will be advantageous. Good verbal and written communication skills to communicate clearly with colleagues, patients, visitors, trust staff and customers Good Customer Care Skills, e.g for communicating with customers and increasing retail spend (Serco Cares ethos training provided) Completing of mandatory training, e.g manual handling/risk assessment/fire safety training 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. Safety conscious. Basic skills training, e.g. Food preparation, Basic Food Hygiene, Diet and Allergen awareness Requires full knowledge of Serco and Trust working practices and procedures and Health and Safety requirements including infection control and Food Hygiene (Training will be provided)



What we offer

Up to 6% contributory pension scheme. 25 days annual leave plus bank holidays. A range of benefits to support the health and wellbeing of you and your family?such as Employee Assistance Programme, Simply Health Plans,?and more. Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts. A fantastic culture and supportive team where you'll get the chance to make a positive difference in a company passionate about diversity and inclusion. Company discounts which include cinema, merlin entertainment and online shopping?and discounts on mobile phone plans and leisure centre memberships. Interesting and enjoyable work. Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.



About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.



By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.



Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.



At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.



At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.