Head of Retail- Catering

Norwich | Other

Head of Retail- Catering  

Norfolk and Norwich University Hospital- Norfolk, NR4 7UY  

Full time 39 hours per week (includes weekends)  

Competitive salary plus benefits   


Serco are currently recruiting for a Head of Retail in catering to join the existing team at Norfolk and Norwich University hospital based in Norfolk.  


This is an exciting new role as part of a department restructure to lead the retail catering function on site and to deliver operational excellence across all trading units in a safe and proper manner whilst delivering a profitable business. The role will require proactive and continuous development and management of the retail catering team to deliver a customer centric offer and service.  


This person should be immediately recognisable as a trusted leader that can provide inspiration and guidance to the team to deliver a class leading retail catering service and grow retail revenues and improve profitability.  


You will also need to provide leadership across multiple outlets, ensuring that Client, Customer and Serco requirements are all met profitably, this will require a very structured approach in managing expectations and prioritise activities to deliver outputs on time.  



Main Accountabilities:   


  • To deliver a suite of standard operating procedures, protocols, templates, checklists, training guides to support the implementation of standard ways of working 
  • Manage the retail menu cycle to deliver a varied fresh and appetising food offer at all times 
  • Deliver a retail catering service (retail catering, vending and hospitality) in line with the contract Service Level Agreements and Specifications 
  • Ensuring that the catering service is delivered in a healthy and hygienic manner that complies with all relevant legislation 
  • Use of internal system (Saffron) to help drive the commercial performance of the contract 
  • Full financial responsibility for retail catering and vending on site  
  • Periodic financial reporting, trend analysis and proactive management to achieve budgets 
  • Ensure that Saffron is used in compliance with Serco IT policies and procedures 
  • Develop the overall service vision and communicate this to all appropriate internal and external stakeholders  
  • Keep up to date with the current food safety legislation and provide advice to the business as required 
  • Manage the Food Safety Management System (FSMS) including access, version control and all updates    
  • Responsible for planning and co-ordinating the implementation of an annual FSMS audit program   
  • Collaborate with colleagues to deliver client satisfaction across all soft services 
  • Manage the retail catering team to ensure that there is always suitable management cover with a clear HR plan for recruitment, training, succession, reviews, and appraisals in line with Serco HR guidance 
  • Meet agreed budgets, objectives, and business planning outcomes 


What you'll need to do the role:  




  • Proven track record in managing a successful, multi-site commercial catering operation 
  • Evidence of growing the business and driving revenue 
  • Strong literacy, numeracy and I.T. skills 
  • Managing annual budgets and delivering against challenging revenue targets 
  • Attention to detail with high standards of presentation across the whole department 
  • Effective communication and leadership skills within a diverse team 
  • Able to work under pressure 




  • Experience with EPOS and stock management systems 
  • Level 4/Advance Food Safety (valid within 5 years or evidence of refresher)   
  • Worked with national and/or international brands 
  • Track record of developing and maintaining stakeholder and supplier relationships 



What we offer   


  • Up to 6% contributory pension scheme   
  • Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships 
  • A safe and supportive culture  
  • Interesting and enjoyable work   
  • A company passionate about diversity and inclusion   
  • 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.


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Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. 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.

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. We're a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background. 

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Contract Type
Expiry Date
14/10/2022 09:36:00
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