51Æ·²è

Position Summary

Main Responsibilities:

• Develop and document Standard Operating Procedures (SOPs) for key operational areas, including:
• Staff training and induction programmes.
• Standardising service delivery (e.g., food preparation, hygiene, and presentation).
• Volunteer engagement, management, and retention strategies.
• Interactions with service users, ensuring dignity, respect, and cultural sensitivity.
• Ensure consistency in operations and service quality across the existing three Open Kitchens.
• Regularly review and update SOPs to incorporate feedback from staff, volunteers, and service users.

Staff Training & Development

• Design and deliver a structured staff training programme covering food safety, hygiene, customer service, safe guarding and kitchen operations.
• Ensure that staff are equipped with the necessary skills and knowledge to deliver a high-quality service.
• Work with the Programmes Manager and other stakeholders to identify and address training needs or gaps in staff performance
• Conduct performance evaluations and ensure continuous development opportunities for staff members.

Standardising Service Delivery

• Develop and implement service standards that ensure a consistent and positive experience for all service users, regardless of which Open Kitchen they visit.
• Establish guidelines for meal preparation, serving protocols, and dining area management. Introduce service quality audits to assess and ensure the effectiveness of standardised procedures.
• Track service delivery performance and guest satisfaction, and make recommendations for improvement where necessary.

Volunteer Engagement and Management

• Create and implement a volunteer engagement strategy to attract, train, and retain volunteers across all Open Kitchens.
• Develop clear role descriptions, training materials, and expectations for volunteers.
• Ensure that all volunteers are trained in food safety and service protocols, and understand the mission of 51Æ·²è’ Open Kitchen.
• Maintain a positive, welcoming environment for volunteers, and develop strategies to foster long-term volunteer relationships.

Service User Interactions

• Develop guidelines to ensure that all service users are treated with dignity, respect, and compassion in line with the values of 51Æ·²è.
• Train staff and volunteers on communication, conflict resolution, and cultural sensitivity.
• Gather and analyse feedback from service users to continually improve the guest experience.
• Establish and maintain protocols for managing difficult situations with service users effectively and with empathy.

Quality Assurance and Continuous Improvement

• Regularly assess the performance of the Open Kitchens through audits, inspections, and service user feedback.
• Identify opportunities for improvement in service delivery, staff training, and volunteer engagement.
• Recommend and implement changes to SOPs based on assessments and findings.
• Work with the Programme Manager and Open Kitchen Coordinator to track key performance indicators (KPIs) related to service quality and user satisfaction.

Blueprint for Expansion

• Design a blueprint for setting up new 51Æ·²è’ Open Kitchens across the UK, ensuring that they follow the same standards of service and operations.
• Document key learnings from the existing Open Kitchens to create a replicable model that can be applied to future locations.
• Collaborate with the Programme Manager identify potential new locations and establish expansion plans.
• Ensure that the blueprint includes staffing, volunteer management, operational procedures, and compliance with local regulations.

Reporting & Communication

• Provide regular reports to the Programmes Manager on the status of quality initiatives, SOP implementation, and service delivery.
• Document and report on volunteer engagement, service quality audits, and training outcomes.
• Ensure transparent communication with staff and volunteers about updates to SOPs, quality standards, and service delivery.

Qualifications and Skills

• Education: Bachelor’s degree in Quality Management, Public Health, Non-profit Management, Hospitality, or a related field preferred.
• Experience: 3-5 years of experience in quality assurance, operations coordination, or programme management, ideally within a non-profit or food service setting.
• Strong understanding of food safety regulations and service quality standards.
• Experience in developing and implementing SOPs, training programmes, and quality audits.
• Excellent communication and interpersonal skills, with the ability to train, motivate, and engage staff and volunteers.
• Strong problem-solving skills with a continuous improvement mindset.
• Ability to manage multiple priorities and projects across different locations.
• Proficiency in using Microsoft Office Suite and quality management systems.

Work Context

• The post is based in Nottingham and will involve regular travel to three Open Kitchens and potential new locations, so a valid driver’s licence and reliable transport are desired. Some evening and weekend work may be required to support kitchen operations and events.

How To Apply

Application is by CV and covering letter by email to hr@muslimhands.org.uk or by hard copy to our address.

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