Retail Supervisor – Paxton & Whitfield

Paxton & Whitfield has been a family business for over 225 years.  As a high profile and well-respected independent retailer,  its responsibilities towards the environment, the community, its customers, employees and suppliers are the priority.

The Retail Supervisor is a knowledgeable cheesemonger responsible for supervising the day-to-day retail team and supporting the Jermyn Street Manager in improving operational efficiency while meeting departmental sales goals and objectives.

Key Responsibilities

Shop Floor Supervision

• Act as a brand ambassador and role model, leading the retail team by example and delivering outstanding customer service.
• Support retail sales performance through strong customer engagement and team leadership.
• Maintain the appearance and presentation of the shop, including shop window displays, merchandising plans, and external & in-store signage.
• Manage telephone orders and advanced customer orders, ensuring they are packed correctly for delivery or collection.
• Provide training to team members on order management procedures.
• Lead celebration cake consultations and cheese tasting appointments, including preparation and follow-up.
• Assist the Retail Manager in staff onboarding and training, completing required training documentation.
• Lead shifts through:
  • Arranging the sandwich production
  • Scheduling daily, weekly, monthly cleaning activities
  • Organising staff lunch rotas
  • Handling escalated customer complaints
  • Resolving day-to-day operational issues and queries
• Implement sales promotions as directed by management.
• Provide suggestions to the Jermyn Street Manager regarding visual merchandising and operational improvements

Quality Assurance, Food Safety & Health & Safety

• Maintain the highest standards of hygiene, cleanliness, and product presentation.
• Complete and monitor required cleaning, traceability, and temperature records on a daily, weekly, and monthly basis.
• Book in external deliveries and internal branch transfers according to company procedures.
• Assist with putting away deliveries when required.
• Ensure full compliance with Health & Safety procedures within the shop.
• Hold Food Hygiene & Health & Safety Level 2 certification.
• Participate as a member of the Health & Safety team.
• Act as a Fire Warden for the assigned site.

Product Knowledge

• Maintain strong knowledge of all cheeses and products sold.
• Carry out all cheese care procedures to ensure product quality.
• Monitor stock for expiry dates and quality, ensuring correct product rotation.
• Recommend promotions or discounts for products approaching end-of-life.
• Train cheesemongers to improve product knowledge and sales performance.
• Hold Academy of Cheese Level 1 certification.

Administrative Responsibilities

• Host online and in-person cheese tastings, as required
• Act as a Keyholder for the Jermyn Street store, ensuring site security and proper condition of company property.
• Monitor and respond to the Jermyn Street email account, handling customer enquiries.
• Process retail and trade orders through the Eureka system in accordance with company procedures.
• Analyse sales data and budgets on Eureka and provide recommendations to the Jermyn Street Manager.
• Record product wastage on the Eureka system daily/weekly.

Key Qualifications & Certifications

• Food Hygiene Level 2
• Health & Safety Level 2
• Academy of Cheese Level 1