Cafe, Retail & Customer Experience Supervisor

About us

York Cocoa Works is an independent chocolate maker based in the heart of York, celebrating York’s chocolate making heritage and working with unique cocoa origins from around the world to craft award-winning and innovative, fine chocolate.

We are a manufacturing, learning and visitor hub with growing online, wholesale and offsite event, training and innovation services

We are proud to be one of a small number of British chocolate makers crafting sustainable chocolate here in the UK. We are delighted to welcome chocolate enthusiasts and professionals to join us from around the world to learn and engage with the chocolate making process.

York Cocoa Works is a busy chocolate visitor facility with activities running at weekends and peak holiday periods. A flexible approach is required to meet demands in holiday seasons and to respond constructively to demand fluctuations.

A love of chocolate is a must but specialist training will also be provided to support enthusiastic professionals.

Role Overview

The Cafe, Retail and Customer Experience Supervisor role is based at our York Cocoa Works site responsible for the delivery of on-site hospitality, retail and chocolate experiences with on-shift Duty Manager responsibilities.

Working closely with our General Manager and a talented team of manufacturing, education and hospitality professionals, you will help deliver exceptional chocolate products and memorable visitor experiences.

You will oversee the day-to-day running of our front-of-house operations, café, retail and visitor experience, ensuring the highest standards of customer service and hospitality.

You will warmly welcome customers, share your knowledge and enthusiasm for our chocolate products, and create an engaging experience for every visitor. You will also play a key role in delivering our visitor programme, hosting chocolate tastings and workshops, and ensuring we continue to stand out as a unique and must-visit chocolate destination.

This is a permanent opportunity for an enthusiastic chocolate lover and hospitality professional to join our growing team. This role is primarily for the retail and hospitality team of the business. The ideal candidate will be prepared to be flexible and engage across multiple functions in the team during busy and fluctuating periods.

Working Hours

This is a permanent role with full-time hours with an expectation to work weekends, bank holidays and occasional evenings.

About you

Our ideal candidate will have experience in a customer-facing role, barista training, and a genuine passion for welcoming customers and delivering excellent service. They will be a strong team player, with the ability to work collaboratively and confidently supervise deliveries.

Ideally, you will have held a supervisory position in a dynamic customer service environment or have previous catering or retail experience. Full product knowledge and training will be given, we are therefore looking for an enthusiastic individual with a can-do attitude who is willing to fully embrace and develop this role.

You must be confident in maintaining, training and supervising quality standards in the products we serve and take pride in delivering through outstanding customer service.

Required Skills and Attributes:

· Excellent organisational skills, with the ability to manage multiple tasks and prioritise in a dynamic customer facing environment.

· Good interpersonal skills to be able to effectively communicate with staff, customers and suppliers.

· Ability to lead, train and supervise the front of house team maintaining the company’s standards.

· Works well in busy environments.

· Computer and application confident.

· Able to use their own initiative, with a flexible positive attitude energy and enthusiasm to the role.

· Excellent time management and ability to problem solve.

· Motivated individual who can work as a leader and as part of a team.

· Passionate about chocolate and the promotion of independent food manufacturing businesses.

· Experienced in delivering exceptional customer service in the food and drink sector.

· Knowledge of food safety regulations and best practice.

Experience:

· Hospitality Supervisory experience – 1 year (required)

· Barista trained – 1 year (desirable)

Good to know

We are a small, devoted and friendly team and we are looking for a like-minded individual to join us during an exciting period of development and growth.

We offer a competitive wage, an inclusive and supportive work environment, and the opportunity to work with a team of talented and dedicated professionals.

Creating traceable, sustainable and fairer chocolate products is at the heart of what we do. You will play a key role in the creating and delivery of our chocolate.

If you think you have the skills we are looking for and are enthusiastic to develop as a chocolate professional, we encourage you to apply for this opportunity.

Benefits

· £13.00- £13.25 per hour

· Company pension (for eligible employees)

· The opportunity to work for a passionate business with career opportunities

· Staff discount 20%

· Free Chocolate Workshop places for friends and family

· Comprehensive training in speciality cocoa and chocolate standards

· Sociable working hours, occasionally evenings

· Free drinks during shifts

· 28 days holiday per year

Job Types: Full-time, Permanent

Pay: £13.00-£13.25 per hour

Benefits:

• Company pension
• Employee discount
• Store discount

Ability to commute/relocate:

• York YO1 9RP: reliably commute or plan to relocate before starting work (required)

Experience:

• Hospitality management: 1 year (preferred)

Work Location: In person