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SOAS Students Union is a values-led, student-run charity that exists to improve the lives of students at SOAS University of London. Our Commercial Services including our shop, catering outlets, and merchandise sales support the SUs broader mission by providing essential services and generating sustainable income that is reinvested directly into student activity.
Purpose of the RoleThe Retail & Catering Supervisor will lead the day-to-day delivery of high-quality, student-focused service across the Unions retail and catering outlets. This includes supervising operations, managing stock and logistics, ensuring compliance with health and safety standards, and supporting merchandise and online sales activity.
The role plays a key part in maintaining efficient, safe, and engaging services that meet the needs of our diverse student community while aligning with the Unions wider strategic and commercial goals.
Key ResponsibilitiesManage the daily operation of retail and catering outlets, ensuring high standards of service, cleanliness, and compliance.
Lead key shifts and ensure the smooth and safe running of outlets, including dealing with incidents, resolving issues, and maintaining a positive service environment.
Apply Standard Operating Procedures (SOPs) consistently and ensure staffing is efficient and appropriate for demand.
Supervise retail and catering staff and student supervisors during shifts.
Support with rota planning, shift cover, and operational logistics.
Deliver or assist with training and ensure that all staff are confident in delivering excellent customer service.
Promote a healthy, inclusive, and supportive working culture that values development and collaboration.
Oversee stock ordering, deliveries, storage, and stock rotation across all retail and catering areas.
Maintain clean, organised, and compliant storage spaces.
Support effective merchandising, including clothing, branded products, and stationery.
Assist in the delivery of pop-up retail and catering offers.
Support the management and promotion of merchandise and clothing sales, both in-store and online.
Work closely with student officers, societies, and SU departments to provide retail support for campaigns and events.
Ensure full compliance with all relevant legal and policy frameworks including:
Licensing laws
Food safety
Allergen management
Manual handling
COSHH
General health & safety regulations
Complete regular risk assessments and ensure staff are trained in all required areas.
Ensure all services deliver a consistently excellent customer experience.
Act as a visible and approachable point of contact for customers during trading hours.
Collaborate with student officers and campaigns to ensure services are inclusive and relevant to the membership.
Actively support the Unions sustainability goals and implement sustainable practices across all outlets.
Encourage low-waste operations and ethical sourcing where possible.
Uphold SOAS SUs commitment to equality, diversity and inclusion (EDI) in all areas of work.
Deliver operational activity in line with the Unions Commercial Strategy and Strategic Plan.
Help achieve commercial KPIs and performance goals.
Identify and report on service improvement opportunities based on student feedback, usage trends, and staff input.
Additional Information
Evening or weekend work may occasionally be required during events or peak periods.
You will be expected to comply with all Union policies, including:
GDPR and data protection
Health & safety
Equality, Diversity & Inclusion (EDI)
Environmental sustainability
A values-led workplace with a strong focus on student experience
Development and training opportunities
A collaborative, friendly working environment
A role that supports work-life balance (term-time only)
