Job Description — Shop Assistant / Shop Manager

Job title: Shop Assistant or Shop Manager (as stated in offer letter) Reporting to: Shop Manager (Assistant); Director (Manager) Working with: Shop team, bakery and packing staff, delivery drivers

The role

The Shop team is the customer-facing side of Wild Hearth Bakery, responsible for selling bread, pastries, and related products to retail customers. The Shop Assistant delivers excellent customer service and keeps the shop well-stocked and presented; the Shop Manager additionally oversees the team and takes commercial responsibility for the shop.

Core duties (both levels)

Customer service

• Welcome customers warmly and assist them in making purchases
• Handle transactions accurately using the till and card payment systems
• Answer customer questions about products, ingredients, and allergens confidently and accurately
• Handle customer feedback or complaints politely and escalate where appropriate

Stock and display

• Maintain the shop display: restock shelves, rotate products, ensure correct labelling and pricing
• Coordinate with the packing and bakery teams to receive daily stock at the start of each shift
• Monitor stock levels during the shift; communicate shortfalls or surpluses to the operations team
• Reduce and manage end-of-day stock in line with the Company's waste-reduction process

Opening and closing

• Open and close the shop according to the Company's checklist
• Ensure the shop is clean, tidy, and well presented at all times
• Complete daily cash reconciliation and prepare end-of-day reports

Shop Manager — additional responsibilities

• Manage and schedule the shop team rota, ensuring adequate cover at all times
• Train new shop staff in product knowledge, till operation, and customer service standards
• Own the shop's sales targets; monitor performance and report to the Director
• Lead the shop's seasonal product planning in coordination with the head baker
• Conduct first-stage performance conversations and escalate concerns to the Director

General responsibilities

• Clock in and out accurately for every shift using BrightHR
• Follow all food hygiene and allergen handling requirements
• Work safely and report any hazards or incidents to your line manager immediately
• Maintain confidentiality of business and customer information
• Work respectfully and cooperatively with all colleagues
• Participate in team meetings and training as required