Cafe Team Leader: Drive Joyful Customer Experience

Dunelm; Gloucester; On-site; GBP 25,000 - 26,000; Full time

Job summary

Dunas Dunelm Pausa coffee shop in Gloucester is seeking a hands-on leader to drive our customer-centric Pausa experience. You will own the cafe operations, coach a small team, and ensure every visitor feels at home, from greeting through checkout.

Weekend work will be required as we hit peak times. You’ll bring a passion for food and drink service, strong communication, and proven leadership in retail, guiding service excellence and staff wellbeing.

Qualifications

• Customer obsession and attention to guest experience.
• Experience leading a team in a fast-paced retail setting.
• Experience with food and drinks in a cafe/deli environment is desirable.
• Willingness to work weekends and peak times.
• Strong communication and coaching skills for staff development.
• Passion for creating a welcoming store environment.

Responsibilities

• Be customer obsessed and set the tone for a joyful customer experience.
• Lead and motivate the team to deliver exceptional service.
• Maintain high CSAT by ensuring a welcoming, helpful experience for every guest.
• Set the pace for fast, friendly service and consistent product guidance.
• Inspire the team to share expert product knowledge with customers.
• Handle issues calmly using appropriate escalation when needed.
• Support store leadership in engagement and succession planning.
• Drive daily targets and weekly product focus to maximise sales.
• Have regular catch-ups with the Store Coach about trade, compliance, and customers.
• Ensure bestsellers are stocked and merchandising is set up correctly.

Skills

Customer focus

Team leadership

Retail experience

Food & beverage exposure

Communication

Job description

Dunas Dunelm Pausa coffee shop in Gloucester is seeking a hands-on leader to drive our customer-centric Pausa experience. You will own the cafe operations, coach a small team, and ensure every visitor feels at home, from greeting through checkout.

Weekend work will be required as we hit peak times. You’ll bring a passion for food and drink service, strong communication, and proven leadership in retail, guiding service excellence and staff wellbeing.