Operations Manager

Job Overview

Job Description

About Ices N Spices Ltd

Ices N Spices Ltd is an established café business based in Aberdeen, serving a wide range of customers with quality coffee, ice creams, desserts, freshly prepared food, and beverages. In addition to dine-in services, the business also supports online ordering through its website, providing customers with convenient access to its products and services.

The business has developed a loyal customer base and continues to experience steady growth. Currently, the day-to-day operation of the café is overseen by the Directors with support from family members. As customer demand and operational activity increase, the business has identified a need for dedicated operational leadership to ensure the smooth management of daily activities, customer service standards, stock control, compliance obligations, and business performance.

To support the next stage of growth, Ices N Spices Ltd is seeking a skilled Operations Manager to oversee the daily operation of the café, strengthen internal processes, support staff management, coordinate customer service activities, and ensure consistent compliance with food safety and operational standards.

Role Overview

The Operations Manager will be responsible for managing and supervising the day-to-day operations of the café, ensuring that all activities are delivered efficiently, professionally, and in accordance with company standards.

The successful candidate will oversee front-of-house operations, customer service, till management, stock control, supplier coordination, hygiene compliance, workforce scheduling, and basic marketing activities. The role is critical in enabling the Directors to focus on strategic business growth while ensuring the business continues to operate effectively on a daily basis.

This position will contribute directly to improving operational efficiency, customer satisfaction, compliance management, and the long-term growth of the business.

Key Responsibilities
Operational Management
Oversee the day-to-day operation of the café and ensure smooth service delivery.
Monitor daily business activities to ensure operational efficiency and customer satisfaction.
Coordinate opening and closing procedures.
Ensure all operational activities are performed in accordance with company policies and procedures.
Support the Directors in implementing operational improvements and business growth initiatives.
Monitor business performance and identify opportunities for increased efficiency.
Customer Service & Front of House Management
Ensure excellent customer service standards are maintained at all times.
Manage customer enquiries, complaints, and feedback professionally and effectively.
Support the front-of-house team and ensure a positive customer experience.
Monitor service quality and take corrective action where required.
Develop initiatives to improve customer engagement and retention.
Ensure accurate handling of dine-in, takeaway, and online orders.
Staff Supervision & Workforce Coordination
Supervise front-of-house and operational staff during daily trading activities.
Assist with workforce scheduling and staff rota management.
Monitor employee performance and provide guidance where required.
Support staff training and development activities.
Promote high standards of professionalism, teamwork, and customer service.
Ensure adequate staffing levels are maintained during peak periods and special events.
Stock Control & Supplier Coordination
Monitor stock levels and ensure timely ordering of supplies.
Maintain effective relationships with suppliers and service providers.
Ensure stock is stored, handled, and rotated appropriately.
Minimise stock shortages, wastage, and unnecessary expenditure.
Monitor product availability and coordinate purchasing activities.
Support inventory management and stock reporting processes.
Financial & Till Management
Oversee daily till operations and cash-handling procedures.
Ensure accurate processing of customer payments.
Assist with daily sales reconciliation and reporting.
Monitor sales performance and identify opportunities to increase revenue.
Support cost-control initiatives and operational budgeting requirements.
Ensure proper financial records are maintained for operational activities.
Food Safety, Hygiene & Compliance
Ensure compliance with food safety regulations and company hygiene standards.
Monitor cleaning schedules and food preparation practices.
Conduct regular checks to ensure the premises remain clean, safe, and compliant.
Maintain records relating to food safety and health and safety requirements.
Ensure staff understand and follow all compliance procedures.
Support inspections and audits where required.
Online Orders & Service Coordination
Monitor online orders and ensure prompt fulfilment.
Coordinate communication between front-of-house and kitchen teams.
Ensure customer orders are processed accurately and efficiently.
Resolve operational issues affecting customer orders and service delivery.
Support the continuous improvement of ordering and fulfilment processes.
Marketing & Business Support
Support local marketing initiatives and promotional activities.
Assist with social media and community engagement efforts.
Promote seasonal offers, new products, and business campaigns.
Monitor customer feedback and market trends.
Support business development initiatives aimed at increasing customer numbers and revenue.
Reporting & Performance Monitoring
Prepare reports on sales, customer feedback, stock levels, and operational performance.
Monitor key performance indicators relating to service quality and operational efficiency.
Report operational challenges and recommendations to the Directors.
Maintain accurate operational records and documentation.
Assist with forecasting staffing, stock, and operational requirements.
Requirements
Essential
Previous experience in Operations Management, Café Management, Hospitality Management, Restaurant Supervision, or a similar role.
Strong organisational and leadership skills.
Experience managing customer service operations.
Ability to supervise staff and coordinate daily business activities.
Strong communication and problem-solving skills.
Good understanding of stock management and supplier coordination.
Knowledge of food safety, hygiene, and health and safety requirements.
Ability to work effectively in a fast-paced hospitality environment.
Proficiency in Microsoft Office and operational record-keeping.
Right to work in the United Kingdom.
Desirable
Experience within cafés, coffee shops, restaurants, dessert parlours, or hospitality businesses.
Food Hygiene Certificate or relevant hospitality qualifications.
Experience managing online ordering systems and customer service platforms.
Understanding of budgeting, cost control, and operational reporting.
Experience supporting marketing and promotional activities.
Why Join Ices N Spices Ltd?
Competitive salary of 33,400 - 42,000 per annum.
Opportunity to play a key leadership role within a growing business.
Direct involvement in improving operations and supporting business expansion.
Work closely with the Directors and contribute to future growth plans.
Opportunity to develop management, leadership, and operational expertise.
Supportive and collaborative working environment.
Career development opportunities as the business continues to grow.

If you are a motivated and organised operations professional with a passion for hospitality, customer service, and business improvement, we would love to hear from you. Join Ices N Spices Ltd and help drive the continued success and growth of the business.