Job summary We are looking for for a Head of Retail Services who will play a pivotal role in driving the success of retail catering services within Synchronicity Care Limited(SCL), encompassing the restaurants vending and coffee shop outlets at both Darlington Memorial Hospital and University Hospital North Durham. This position is integral to delivering seamless operations, enhancing customer satisfaction, and fostering innovation. The role requires a forward-thinking leader capable of blending commercial acumen with operational excellence to ensure our retail services consistently meet and exceed expectations The successful candidate will be part of a NHS England Catering Exemplar site and will be able to drive commercial growth and to enhance profitability across all retail catering outlets by using market analysis and customer feedback. This post will have an agreed salary increase of approximately £7,493.00 from month 12- 18 for the identified growth within income sales across all retail outlets. Main duties of the job We are seeking an ambitious, innovative, and customer-focused Head of Retail Services to lead and transform our retail catering services and team. This is a unique opportunity for a motivated individual to drive the commercial growth of our services, enhance the customer experience, and elevate the brand while maintaining our commitment to quality, safety, and exceptional service standards. About us CDD Services / SCL is a wholly owned subsidiary of County Durham and Darlington NHS Foundation Trust (CDDFT) set up to deliver a range of non-clinical services The company is a separate legal body to CDDFT. CDD Services offers its own Terms and Conditions of employment which differ to the national NHS Terms and Conditions. As an employee in the company you will benefit from: A Competitive salary Excellent Performance Related Bonus Scheme Access to a pension scheme - National Employment Savings Trust (NEST) CDD Services will pay a 3% contribution (this is over and above the minimum contribution rate at the present time) Night Shift Working Allowances (where appropriate) Bank Holiday Working Allowances (where appropriate) Bank work is offered on an 'as and when' basis with no guaranteed hours and will be paid on a pro-rata hourly rate for hours worked only. Date posted 23 January 2025 Pay scheme Other Salary £44,477 a year per annum, pro rata Contract Permanent Working pattern Full-time Reference number M9439-25-0018 Job locations Darlington Memorial Hospital Hollyhurst Road Darlington DL3 6HX Job description Job responsibilities Responsible for managing the retail aspects across all sites covered by SCL. Responsible for ensuring retail users are offered a choice of nutritious meals, snacks and drinks, appropriate for varying health needs and that different dietary requirements such as religious considerations are adhered to. Ensure that all national policies relating to NHS Catering are adhered to. To analyse sales figures and forecasting future sales volumes to maximise profits and knowledge for analysing and interpreting trends to facilitate future planning. Ensure food service and production complies with all current legislation, policies and procedures including Critical Control Point 6 (CCP) within HACCP and control of allergens. Ensure high standards of food service and safety from point of purchase to meal preparation, cooking and service, ensuring quality control processes are maintained throughout. Proactively ensure high standards of cleanliness and working practices are maintained within areas of control to ensure food hygiene regulations are met at all times. Report promptly and take action to investigate and address food hygiene safety breaches, including the failure of monitoring systems, policies, procedures, equipment and human error. Deal with complaints with regard to the retail environments. Provide advice to staff, patients and visitors on menus, products, ingredients as required. Ensure lessons learned processes are in place. Provide a safe physical working and visiting environment for all staff, patients and visitors within retail areas. Ensure equipment is properly maintained and serviced and orders made via Cardea in a timely manner to maintain staff safety such as clothing and personal protective equipment. Ensure regular updates are carried out in relation to the requirements of EHO inspections. To manage the retail stores ensuring that products are purchased in a timely manner to the correct specification, quality and price. Ensure effective stock ordering receipting and authorising using the Cardea ordering system. Effective management of the budgets within the retail services. To ensure that all retail areas including vending are compliant with all CQUIN targets and documented evidence is produced. Keeping accurate financial records ensuring best value is achieved. Acting on data from the clerical office, responsible for the monitoring of price changes to existing contracts with external suppliers. To have involvement in developing monitoring systems, policies, procedures to ensure quality control and carrying out risk assessments and action planning to manage risk. To implement effective management arrangements that ensures SCL secures maximum quality and value for money from the Services operated under a Facilities Management agreement Responsible for the maintenance of the Information Asset Register and be aware of the General Data Protection Regulations (GDPR) Monitor the quality and performance of suppliers in collaboration with procurement. Job description Job responsibilities Responsible for managing the retail aspects across all sites covered by SCL. Responsible for ensuring retail users are offered a choice of nutritious meals, snacks and drinks, appropriate for varying health needs and that different dietary requirements such as religious considerations are adhered to. Ensure that all national policies relating to NHS Catering are adhered to. To analyse sales figures and forecasting future sales volumes to maximise profits and knowledge for analysing and interpreting trends to facilitate future planning. Ensure food service and production complies with all current legislation, policies and procedures including Critical Control Point 6 (CCP) within HACCP and control of allergens. Ensure high standards of food service and safety from point of purchase to meal preparation, cooking and service, ensuring quality control processes are maintained throughout. Proactively ensure high standards of cleanliness and working practices are maintained within areas of control to ensure food hygiene regulations are met at all times. Report promptly and take action to investigate and address food hygiene safety breaches, including the failure of monitoring systems, policies, procedures, equipment and human error. Deal with complaints with regard to the retail environments. Provide advice to staff, patients and visitors on menus, products, ingredients as required. Ensure lessons learned processes are in place. Provide a safe physical working and visiting environment for all staff, patients and visitors within retail areas. Ensure equipment is properly maintained and serviced and orders made via Cardea in a timely manner to maintain staff safety such as clothing and personal protective equipment. Ensure regular updates are carried out in relation to the requirements of EHO inspections. To manage the retail stores ensuring that products are purchased in a timely manner to the correct specification, quality and price. Ensure effective stock ordering receipting and authorising using the Cardea ordering system. Effective management of the budgets within the retail services. To ensure that all retail areas including vending are compliant with all CQUIN targets and documented evidence is produced. Keeping accurate financial records ensuring best value is achieved. Acting on data from the clerical office, responsible for the monitoring of price changes to existing contracts with external suppliers. To have involvement in developing monitoring systems, policies, procedures to ensure quality control and carrying out risk assessments and action planning to manage risk. To implement effective management arrangements that ensures SCL secures maximum quality and value for money from the Services operated under a Facilities Management agreement Responsible for the maintenance of the Information Asset Register and be aware of the General Data Protection Regulations (GDPR) Monitor the quality and performance of suppliers in collaboration with procurement. Person Specification Qualifications Essential Educated to degree level in Leadership and Management or Equivalent Demonstrable Experience Food Hygiene Level 3 Desirable Advanced Food Hygiene Diploma (Level 4) Special Requirements Essential Ability to work multisite and have flexibility to needs of the service Desirable Knowledge of catering sector Experience Essential Successful track record of working in a senior retail role within an environment of comparable scale and complexity. Significant experience of performance management and meeting challenging targets Development of Policies and procedures Evidence of managing a service through change Significant budgetary control experience Experience of retail marketing strategies. Special Skills & Knowledge Essential Risk and compliance within the catering sector Good numeracy skills and an ability to interpret financial data Previous knowledge of business development Knowledge of sustainability factors within the catering industry Proficient IT skills including Microsoft Word and Excel Understanding of the legal and compliance practices within the catering industry Knowledge of Data Protection and Caldicott Principles and demonstrate understanding of confidentiality and the associated legal and policy requirements Natural & enthusiastic staff member with ability to motivate and develop staff Effective interpersonal skills Knowledge of broad public policy direction Desirable Flexible approach to work and adaptable to change Ability to develop appropriate menus and product purchases to stimulate consumer choice and footfall Person Specification Qualifications Essential Educated to degree level in Leadership and Management or Equivalent Demonstrable Experience Food Hygiene Level 3 Desirable Advanced Food Hygiene Diploma (Level 4) Special Requirements Essential Ability to work multisite and have flexibility to needs of the service Desirable Knowledge of catering sector Experience Essential Successful track record of working in a senior retail role within an environment of comparable scale and complexity. Significant experience of performance management and meeting challenging targets Development of Policies and procedures Evidence of managing a service through change Significant budgetary control experience Experience of retail marketing strategies. Special Skills & Knowledge Essential Risk and compliance within the catering sector Good numeracy skills and an ability to interpret financial data Previous knowledge of business development Knowledge of sustainability factors within the catering industry Proficient IT skills including Microsoft Word and Excel Understanding of the legal and compliance practices within the catering industry Knowledge of Data Protection and Caldicott Principles and demonstrate understanding of confidentiality and the associated legal and policy requirements Natural & enthusiastic staff member with ability to motivate and develop staff Effective interpersonal skills Knowledge of broad public policy direction Desirable Flexible approach to work and adaptable to change Ability to develop appropriate menus and product purchases to stimulate consumer choice and footfall Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name CDD Services (Synchronicity Care Ltd) Address Darlington Memorial Hospital Hollyhurst Road Darlington DL3 6HX Employer's website https://www.cddft.nhs.uk/ (Opens in a new tab)