Job Description

The Company

Funky Monkeys is a large Soft Play Cafe, it is the ethos of Funky Monkeys that all customers should get excellent service in a clean, safe and relaxing environment and be served quality food and drink, presented well and be value for money.

Funky Monkeys is owned by SMS Platinum Group who own a number of leisure businesses, including the Air-tastic Entertainment brand. The company have seen substantial growth over the past 5 years and have plans to continue to grow. The company have an ethos of developing within and this could be an excellent opportunity to progress your career within our organisation.

The Scope/The Person

We're seeking a proactive and dependable individual who leads by example during daily operations. As a Supervisor, you'll support the management team, ensuring service standards are met. Maintaining a safe, clean, and customer friendly environment. You should be confident under pressure, solutions-focused, and ready to step up when needed.

Key Responsibilities/Deliverables

Managing Business Cost & Performance

Support the management team in the day-to-day running of the centre, ensuring smooth operations and contributing to an efficient, customer-focused environment.

Ensure team adherence to daily rotas and assist in implementing shift changes or cover where needed. Maintain accurate records relating to shift activities, such as daily cash handling, incident logs, and team communications. Ensure smooth handover procedures between shifts by communicating key updates and team responsibilities. Promote a proactive approach to operational tasks, identifying any immediate issues and escalating to management when necessary.

HR & People Management

Support the management team in leading the front-line team, ensuring high morale, engagement, and accountability during shifts.

Lead by example during every shift by maintaining high standards of professionalism, teamwork, and performance. Assist in welcoming, training, and coaching new and existing team members to meet company expectations and service standards. Use versatility trackers or other tools as directed by management to help ensure team coverage across key areas. Encourage a supportive work culture by promoting fair scheduling, good communication, and respect among team members.

Safety & Compliance

Ensure daily operational safety, hygiene, and compliance are maintained on the floor, in accordance with company procedures and legal requirements.

Follow and enforce all company policies and procedures during shifts, including safety, hygiene, and security protocols. Ensure safe cash handling procedures are followed, including till operations, float counts, and end-of-day processes. Report any incidents, accidents, or near-misses promptly to the management team and ensure the correct documentation is completed. Monitor the cleanliness and upkeep of all operational and customer-facing areas, raising any maintenance issues to management. Ensure that team members have the correct training for their roles and are following safety guidelines during daily operations.

Customer Experience and Service Levels

Deliver exceptional customer service during every shift and support the team in upholding company standards across all areas.

Lead the team in delivering a friendly, engaging, and efficient customer experience, using the FACT model as a guide. Ensure that all customer-facing areas are presentable and that the atmosphere aligns with company service standards. Ensure all rules and policies are followed by customers and staff, including participation guidelines and food and drink protocols. Handle customer feedback, minor complaints, and queries in a calm and professional manner, escalating more complex issues to management. Monitor team performance throughout the shift and provide immediate feedback or coaching when service standards fall short.

Essential Criteria:

1. Prior experience in a team leader or supervisory role within a customer service or operational setting.

2. Ability to lead a team on shift, uphold service standards, and handle day-to-day challenges confidently.

3. Strong interpersonal skills with the ability to support, motivate, and guide team members.

4. Comfortable working in a fast-paced, hands-on environment and escalating issues when necessary.

Job Types: Part-time, Permanent

Pay: From 12.54 per hour

Expected hours: 20 - 30 per week

Benefits:

Employee discount Free parking Store discount
Schedule:

Holidays Monday to Friday Weekend availability
Experience:

Team management: 1 year (preferred)
Work Location: In person