Trainee Cafe jobs

About Honey & Ginger

Honey & Ginger is a community-driven coffee shop and local store in Failand, Bristol. We pride ourselves on friendly, personal customer service and being a welcoming part of the local community.

We are looking for a Customer Service Level 2 Apprentice who is enthusiastic, friendly and keen to learn. This is an exciting opportunity to develop professional customer service skills while gaining practical experience in a busy independent coffee shop and local store.

You will initially work as a Shop Assistant, learning our products, systems and customer service standards. As your confidence and skills develop, you will gradually take on additional responsibilities and opportunities to support the wider team.

The role offers a clear development pathway towards Supervisor, Assistant Manager and, ultimately, Shop Manager for the right person.

The apprenticeship

As a Customer Service Level 2 Apprentice, you will develop practical skills and knowledge in areas including:

• Delivering excellent customer service
• Communicating effectively with customers and colleagues
• Understanding customer needs and expectations
• Responding to enquiries, requests and feedback
• Handling customer complaints appropriately
• Developing product and service knowledge
• Supporting sales and identifying opportunities to meet customer needs
• Working effectively as part of a team
• Maintaining professional standards and a positive customer experience
• Using digital systems and technology appropriately
• Understanding how customer feedback can improve products and services
• Managing your own workload and prioritising tasks
• Developing confidence, resilience and professional behaviours

You will apply your learning directly in the shop every day, supported by the Shop Manager and the wider team.

Key responsibilities

1. Customer service and customer experience

Customer service will be at the heart of your role.

You will:

• Welcome customers warmly and create a friendly, community-focused experience.
• Listen to customers and identify their needs.
• Take orders accurately and process payments confidently.
• Provide helpful information about products, ingredients and services.
• Develop strong knowledge of our coffee, food, cakes, pastries and retail products.
• Make appropriate product recommendations and identify opportunities to upsell.
• Build positive relationships with regular customers.
• Respond professionally to customer questions and requests.
• Deal with customer feedback calmly and positively.
• Handle straightforward complaints within your level of responsibility and escalate issues to the Shop Manager when appropriate.
• Maintain a professional and positive attitude, including during busy periods.
• Help ensure every customer receives consistent, welcoming service.

2. Communication

You will develop your communication skills by:

• Communicating clearly and politely with customers.
• Working effectively with colleagues and supervisors.
• Listening carefully and asking appropriate questions.
• Passing important customer information to the relevant team member.
• Supporting team briefings and daily communication.
• Learning how to adapt communication to different customers and situations.
• Communicating professionally through appropriate digital channels when required.

3. Sales and product knowledge

You will develop your knowledge of the products and services we offer and use this to improve the customer experience.

Responsibilities include:

• Learning about our coffee, drinks, cakes, pastries, food and retail products.
• Making appropriate recommendations based on customer requirements.
• Promoting seasonal products, offers and special items.
• Supporting sales through friendly and helpful conversations.
• Keeping displays attractive, well-stocked and customer-ready.
• Checking that prices and promotional information are accurate.
• Understanding how good customer service contributes to customer loyalty and sales.

4. Barista and drinks service

You will receive training to prepare drinks to Honey & Ginger standards, including:

• Preparing espresso-based drinks and teas.
• Learning to steam milk correctly and consistently.
• Maintaining drink quality and presentation.
• Keeping the coffee station clean, stocked and organised.
• Learning basic coffee equipment procedures and troubleshooting.
• Reporting equipment problems promptly.
• Communicating with customers about their orders and resolving straightforward issues appropriately.

5. Food service and customer safety

You will support the safe preparation and service of food and drinks.

This includes:

• Preparing simple food items as required.
• Serving cakes, pastries and other products appropriately.
• Following food hygiene procedures.
• Understanding cross-contamination risks.
• Following temperature control and storage procedures.
• Maintaining clean food preparation and service areas.
• Following allergen procedures and using accurate product information.
• Ensuring customers receive accurate information about allergens within your level of training and responsibility.
• Escalating any uncertainty about allergens or ingredients to the Shop Manager.

6. Shop floor and merchandising

You will help maintain a welcoming and professional customer environment by:

• Keeping shelves and displays fully stocked.
• Rotating stock using FIFO (first in, first out).
• Removing damaged or out-of-date products.
• Keeping displays clean, tidy and attractive.
• Checking that shelf labels and till prices are accurate.
• Maintaining clear and accurate promotional and allergen signage.
• Keeping the shop floor organised and customer-ready.
• Reporting stock issues or customer concerns to the appropriate person.

7. Opening and closing routines

You will learn and follow the shop's opening and closing procedures.

Opening duties may include:

• Following the opening checklist.
• Preparing the shop floor for customers.
• Setting up the coffee station.
• Preparing and displaying cakes, pastries and chilled products.
• Checking product labelling and dates.
• Putting away deliveries safely.
• Checking stock and completing required checks.
• Preparing tills, floats and card payment equipment.
• Checking signage, prices and customer information.

Closing duties may include:

• Cleaning and preparing the shop for the following day.
• Cleaning food preparation and service areas.
• Cleaning the coffee equipment and surrounding area as trained.
• Correctly disposing of waste and recycling.
• Checking fridges, freezers and stock.
• Completing relevant cleaning and operational records.
• Following cash-handling procedures.
• Securing the premises in accordance with company procedures.

8. Stock and supplier support

You will develop an understanding of how effective stock management supports customer service.

You will:

• Assist with stock checks and stock takes.
• Monitor stock levels and report shortages.
• Help receive deliveries.
• Check deliveries against relevant paperwork.
• Report missing, damaged or incorrect items.
• Store products safely and correctly.
• Rotate stock and monitor dates.
• Support ordering processes as your knowledge develops.

9. Customer feedback and continuous improvement

You will learn how customer feedback can help improve the business.

This will include:

• Listening to customer comments and feedback.
• Recording or passing on relevant feedback.
• Identifying recurring customer questions or issues.
• Discussing customer feedback with the Shop Manager.
• Supporting improvements to customer service and shop standards.
• Learning from complaints and using feedback positively.

10. Digital customer engagement and local marketing

You will have the opportunity to support Honey & Ginger's digital and community presence.

This may include:

• Supporting Instagram and Facebook content.
• Taking photographs and short videos of products and the shop.
• Helping showcase new products, seasonal items and local suppliers.
• Supporting simple promotional content.
• Helping keep online opening times and key information accurate.
• Directing customer messages or comments to the Shop Manager when a response is required.
• Supporting community events and local collaborations.
• Following Honey & Ginger's friendly, local and community-focused brand style.

Any customer-facing or public social media content will be completed in accordance with company procedures and with appropriate manager approval.

11. Teamwork and personal development

As your confidence develops, you will gradually take on additional responsibility.

You may have opportunities to:

• Support new starters by demonstrating straightforward tasks.
• Help colleagues during busy periods.
• Take responsibility for agreed tasks or areas of the shop.
• Support team communication and daily briefings.
• Help maintain customer service standards.
• Develop confidence in taking responsibility for shifts or specific activities.
• Learn basic leadership and supervisory skills.

Progression into additional responsibilities will be based on your development, performance and readiness.

What we are looking for

We are looking for someone who is:

• Friendly, approachable and customer-focused.
• Reliable and punctual.
• Positive and willing to learn.
• Comfortable speaking to customers.
• A good listener and communicator.
• Able to remain calm during busy periods.
• Organised and able to prioritise tasks.
• Interested in developing a career in customer service, hospitality or retail.
• Comfortable receiving feedback and using it to improve.
• Able to work effectively as part of a team.
• Attentive to detail, particularly around cleanliness, presentation, dates and allergens.
• Proactive and willing to notice what needs doing.
• Community-minded and interested in providing a great experience for local customers.

You do not need previous hospitality or customer service experience. Full training will be provided.

Essential requirements

• Genuine interest in customer service.
• Willingness to complete the Customer Service Level 2 apprenticeship.
• Ability to work as part of a team.
• Good verbal communication skills.
• A positive attitude towards customers and colleagues.
• Ability to work early starts, weekends and busy periods where required.
• Basic confidence with numbers and willingness to learn till/payment systems.
• Commitment to completing apprenticeship learning and applying it in the workplace.

Desirable experience

The following would be helpful but are not essential:

• Previous customer service experience.
• Hospitality, retail or café experience.
• Experience using a till or card machine.
• Food hygiene training.
• Interest in coffee, food or independent businesses.
• Interest in social media and digital content.
• Experience working with members of the public.

Training and development

You will receive structured on-the-job training alongside your Customer Service Level 2 apprenticeship.

Training will include:

• Customer service
• Communication
• Handling customer enquiries and feedback
• Complaint handling
• Product knowledge
• Sales and customer needs
• Barista and drinks preparation
• Food safety and allergen awareness
• Stock management
• Till and payment systems
• Opening and closing procedures
• Digital communication
• Teamwork and professional behaviours
• Introduction to leadership and supervision

You will have regular development conversations with the Shop Manager to review your progress, identify learning opportunities and agree development goals.

Progression

Honey & Ginger is committed to developing people within the business.

The potential progression pathway is:

Customer Service Apprentice → Shop Assistant → Supervisor → Assistant Manager → Shop Manager

Progression will depend on performance, development, business needs and the individual's readiness to take on additional responsibility.

What success looks like

By the end of the apprenticeship, you will have developed the confidence and practical skills to:

• Deliver consistently excellent customer service.
• Communicate effectively with a wide range of customers.
• Respond appropriately to customer enquiries and feedback.
• Handle straightforward customer complaints professionally.
• Understand customer needs and make appropriate recommendations.
• Contribute positively to sales and customer loyalty.
• Work confidently as part of a team.
• Maintain high standards of cleanliness, presentation and food safety.
• Use shop systems and technology confidently.
• Take responsibility for your own tasks and development.
• Begin taking on additional responsibility within the team.

For the right person, this role provides a genuine route from an entry-level apprenticeship into a long-term career with Honey & Ginger.

Customer Service Training

During this advanced apprenticeship, you will learn a vast range of knowledge, skills and behaviours, covering topics such as project management, systems & processes, business structures and so much more.

You will undertake the ground-breaking Professional Apprenticeships Customer Service Level 2 qualification. Professional Apprenticeships hold the title of Bristol and Bath Apprenticeship Training Provider of the Year for 2021. They also boast the highest Ofsted rating, which only a select few training providers in the region have.

The programme is designed to mould you into a high-level, all-rounded business professional. You will learn in detail about business communication, organisation, managing change, problem solving & much more.

These modules are designed to jump-start your career and make you stand out in an increasingly competitive field, boosting your future earning potential.

Progression

Progression and development are key to this role, and you can look forward to exciting opportunities beyond the apprenticeship for the right candidate.

INDB

Job Types: Full-time, Apprenticeship

Pay: £16,350.00 per year

Work Location: In person