Senior development officer policy and practice jobs

Job Title: Clubhouse Social Café Manager

Department: Core

Reports to:Head of Business Services

Responsible for: Clubhouse Café staff & Trainees

Salary: 38,000- 42,000 (Dependent on Experience) plus potential for performance-related pay (dependent on café revenue targets)

Closing Date:  11th May 2025

Brentford FC Community Sports Trust

With community work spanning three decades, Brentford FC Community Sports Trust has established itself as a pioneering organisation for the local community. It uses the power of sport to educate, motivate and inspire people from all walks of life.

Working in partnership with Brentford FC, the Trust offers a portfolio of programmes in education, health, sports participation and community engagement. The Trust has won the ‘Football League Community Club of the Year’ award four times and now employs more than 150 members of staff. 

The Role 

The Clubhouse Social Café Manager will lead on the implementation of the of café (Due to open in October 2024) and will manage the Food and Beverage Operations in line with food, and health and safety regulations. You will be involved in the initial set-up of the facility. 

You  will be responsible for managing the day to day running of the café, providing a diverse of community and health wellbeing projects in collaboration with Trust Senior Manager - Health and Wellbeing. They will also manage and mentor staff and trainees to deliver an effective and inclusive service to customers.

About You 

We are looking for a passionate, inspiring catering/hospitality specialist to lead on training, mentoring and the hospitality operation of our new Clubhouse Café at Gunnersbury Park. The café is part of the new Community Sports hub at the site and will also double as a social and community space linking into community projects for all ages. Projects will include mental and physical health with the space acting as a central meeting/training hub. In this capacity you will work closely with the Trust's Health and Wellbeing Senior Manager. 

We are partnering with the homeless charity Change Please to create a West London training hub. The successful candidate will be responsible for managing and training the café team. Our founder partners in the project are The University of West London (UWL) and the Premier League and Professional Footballers Association Fund. We are linking with the University to offer a range of immersive opportunities for their catering and business students and our Café Manager will link with them on a number of working projects.

The other aspect is the promotion and training in the importance of food, health and performance and the Manager will work with our Trust team to create innovative content and inspiring outreach programmes. Whilst we expect the Manager to have an active interest in food and nutrition, we plan to put some catering support and training in place to support the position.

We are looking for a highly motivated individual who has appropriate experience to lead the food and beverage side of the operation. They will be involved in the initial set-up of the facility (Due to open in Summer 2025) and the establishment of appropriate operation and health and safety procedures.

We have developed a sustainable business plan, however you will have the opportunity of contributing to the ongoing development plan. We have the benefit of understanding who our customers are, when they are, and even when they will arrive! This will need to be balanced with the social and community programme, and whilst it will be a challenge, it will also make for an enriched role in dealing with a range of people and organisations.

The Trust is a progressive, driven organisation with many facets. The Clubhouse will become one of our key hubs, also working with our stadium hub. This is a unique opportunity to combine sport and physical activity with nutrition and social projects. If you are up for the challenge of becoming part of our growing team, we would like to hear from you.

Key Responsibilities

• Lead on the implementation of the café, including the setup, adherence to food and health safety and regulations, and staffing.
• Development and procurement of suppliers for café to ensure efficient service delivery.
• Contribute to and delivery of project-based business plans as directed by the CEO and Head of Social, Education and Health Hub.
• To  organise and manage the preparation and presentation of food whilst ensuring agreed standards are maintained at all times, and that any special dietary needs are catered for.
• Adherence to HACCP and all other food safety regulations and COSHH regulations., ensuring the statutory requirements are met and all necessary records are maintained.
• Deal with customer feedback in a courteous, efficient and timely manner, monitoring and evaluating this feedback, making appropriate recommendations and taking action for service improvements.
• Working safely with kitchen equipment and ensuring that all other health and safety procedures are followed.
• To maintain a clean, healthy and safe working environment in accordance with guidelines.
• To mentor staff, trainees and work experience students in the effective operation of the facility.
• Deliver appropriate training to Clubhouse Café Staff, to foster a culture of excellent customer service.
• Stay informed about safeguarding policies, procedures, and best practices.

Essential Criteria

• Level 1,2 and 3 Food Safety Awards
• Level 2 Health and Safety in the Workplace Award
• Awareness of Control of Substances Hazardous to Health Regulations (COSHH) and chemical safety
• Experience of kitchen equipment
• Experience as a manager of operations and staff in a food and beverage business.
• Experience as a manager responsible for compliance, particularly health & safety and licensing, as well as finances in a food and beverage business.
• Experience in project management and meeting deadlines.
• Experience of supervising and training small groups of staff
• A working knowledge of budgets and gross profit margins
• Good team player

Brentford FCCST is an organisation which values and is passionate about diversity and inclusivity. We welcome and encourage applications from qualified candidates, including those from underrepresented groups – such as those from ethnically diverse backgrounds, women, those from the LGBTQ+ community and those with disabilities.

Should you require any workplace accommodations (also known as ‘reasonable adjustments), you will have the opportunity to let us know at the appropriate points in the hiring process.

 Please note that where appropriate for the role, you will be required to complete additional background checks such as Disclosure and Barring Service (DBS) checks and police checks for any time you have lived or worked outside of the UK in the last 10 years. 

 If you would like to find out more,  please click the apply button. You will be directed to our website to complete your application for this position.

Who are Guts UK Charity?

Guts UK Charity is committed to a world where digestive conditions are better understood, better treated and everyone who lives with one gets the support they need. Too many people are suffering or dying in silence or alone. They don’t know where to turn for information or support, diagnosis takes too long for many, and treatment can often come too late.​

We are the only UK charity funding research into the digestive system. We raise vital awareness of digestive conditions, fund life-saving research, and provide patients and loved ones with expert information and support – we are informed by evidence and expertise, our community, and the patient voice.​ 

Our mission is simple: to improve the lives of millions of people affected by digestive conditions 

The role of Helpline Advisor

For several years, Guts UK have provided information, support and guidance to our community over the phone and by email. This year, we’re formalising that service into a professional Helpline and are looking for someone to join our small, talented support team.

During the initial 6-month trial period, the Helpline phone lines will be open Monday to Friday, 10am to 2pm, but this may expand or change later in the year. Queries could be received via phone, email or web-query form.

​As a member of the Helpline team, you will offer on demand information, support, guidance and signposting primarily to enquirers living with, or caring for those with, digestive conditions and symptoms. The support offered will include receiving calls, emails and web form queries from people who are looking for more information about their digestive condition, need to know where they can turn to for support, or are waiting on a diagnosis and need help navigating how to get there. You will provide appropriate information, guidance and signposting to our own information and other external support organisations. As a charity, Guts UK covers all digestive symptoms and conditions, across the whole of the UK, and so no two days will be the same and queries will be diverse and interesting.

The role holder will man the Helpline (alongside others from the team) from 10am to 2pm (with a 30-minute lunch break) and during that time will receive, respond to and appropriately log phone calls, web-queries and emails.

Who we’re looking for?

· Do you want to make a difference every day?

· Do you have resilience & adaptability and thrive in a small, close knit team?

· Are you passionate about customer service and care?

· Do you want to empower people to understand and improve their own health management?

Ideally, we are looking for someone who has already spent time working on a helpline service (even better if it’s a charity helpline service) but we will consider applications from candidates if they have demonstrable customer service, and telephone experience.

Location

The Helpline team have a secure office space in our Huddersfield based office in which they can handle confidential calls and information. This is supported by hybrid working, with team members able to work from home as well.

Please see the attached detail job pack for further information and how to apply. 

Purpose
The Marketing Assistant is a varied role, working primarily in our Supporter Relations team, but also supporting other areas of the Fundraising and Communications team.
The primary focus of this position is to provide an excellent customer experience for CBM supporters so that every interaction is carried out with excellence, integrity and efficiency. This will help to create and be part of a supporter experience that develops and maintains long-term relationships with dedicated individuals and churches across the UK. The Marketing Assistant will ensure supporters feel valued and engaged with CBMs work.

On a day-to-day basis the position holder will be engaging with supporters by phone, email and writing, in responding to a wide range of enquiries, and carrying out administrative activities associated with marketing campaigns, donations, fundraising events and requests for materials.

The successful applicant requires strong written and verbal communication skills, as well as confidence to make outbound phone calls to build relationships, thank supporters, to share updates on our work, and ask for donations to build relationships, grow supporter engagement and maximise long-term income.
The position is part of a dedicated and enthusiastic Fundraising and Communications team, and part of this role is to provide additional administrative support to the wider team, specifically in areas such as 121 supporter communications to fundraisers doing events, churches, and legacy and in memoriam supporters.

Key Responsibilities
1. Inbound enquiries (40%)
Respond to the needs of CBM supporters and the public through the handling of inbound calls and emails in a prompt, professional, and courteous manner.

This includes:
a. Taking and processing donations over the telephone.
b. Handling requests, feedback and complaints in a respectful and timely manner, and offering solutions when appropriate.
c. Updating supporter records on the Customer Relationship Management system (currently Salesforce) and carrying out mail or email follow-up when required.
d. Responding to emails in the giving inbox, directing queries appropriately and maintaining organised records of communication.
e. Co-ordinating and responding to comments made on CBM’s social media platforms.

2. Outbound 121 communications (30%):
Carry out outbound calls to potential and existing supporters to inspire donations and explain over the telephone how support will transform lives, following set briefs and guidelines, but when applicable engaging supporters in conversation in a non-scripted approach. This includes:
a. Regular outbound calls and emails include thanking and stewardship communications, asking for support by Direct Debit, clarifying Gift Aid statuses, and discussing the possibility of supporting the charity in a Will.
b. Update the outcome of calls on supporter records on the CRM system.
c. Process donations made over the phone, carrying out mail or email follow-up when required, using existing materials and letter templates.
d. Refer follow up actions that are outside of the team’s remit to the relevant team or individual.
e. Contribute to the creation and development of guidelines for in- and out-bound telephone conversations.

3. Additional administrative duties (30%):
Perform a variety of other administrative tasks to support the wider fundraising team:
a. Data inputting, preparation and reports.
b. Updating and proofing fundraising materials.
c. Supporting speaker and church coordination when required.
d. Co-ordinating the stock and the distribution of supporter materials and fundraiser resources.
e. Mailing out church packs, thank you letters, and personalised communications, such as handwritten cards.
f. Liaise with colleagues and attend meetings to ensure up-to-date knowledge of CBM’s work.
g. Help develop a culture of enthusiasm and success, which reflects the ambitions of CBM.