Dunelm
Coffee Shop Supervisor
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Pausa Coach
£13.85 rising to £14.41 per hour
You will be the heartbeat of our Pausa coffee shop, the driving force behind our unique and joyful customer experience. You’ll take ownership of the business and set the tone, ensuring every visit feels like a warm welcome home.
About the Role
Whether it’s a regular customer or a first-time visitor, you’ll create moments that leave people feeling better than when they arrived.
You’ll lead by example, inspiring a culture of genuine care, fast service, and joyful interactions—empowering your team to take pride in every cup, smile, and moment they create.
This is a hands-on, fast-paced role where leadership shapes the heartbeat of Pausa. If you’re passionate about people, obsessed with customer happiness, and ready to lead your team to success—this is for you.
What You’ll Be Doing
Be customer obsessed—Consider how every action impacts the experience, always striving for thoughtful, joyful connections.
- Lead by example: Engage with customers and notice the details that elevate their visit
- Deliver exceptional customer service to drive strong CSAT scores, ensuring memorable experiences
- Set the standard for fast, friendly service—leaving customers smiling and eager to return
- Inspire the team to deliver joy through every interaction (expert guidance, product recommendations included)
- Handle challenges with confidence, using escalation processes when needed
- Celebrate success—creating an environment where every team member feels valued and proud of their work
- Support team wellbeing through regular 1:1s, career conversations, and succession planning
- Help bring the Engagement Action Plan to life in-store
- Boost morale by setting daily targets and weekly product focuses to maximise sales
- Meet weekly with your Store Coach to discuss trade, compliance, customer feedback, and upcoming priorities
- Order bestsellers strategically, reducing waste wherever possible
- Ensure merchandising and campaigns are set up correctly—coaching the team to adapt displays seamlessly
- Encourage innovation and fresh thinking—helping Pausa evolve alongside customer needs
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What We’ll Look for in You
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Essential Skills & Experience
✅ Customer obsession – You prioritise customer needs and inspire others to follow your example ✅ Team leadership – Previous experience leading teams, ideally in fast-paced retail or café environments ✅ Food & drink passion – Experience in cafés, delis, or hospitality settings is a plus ✅ Flexibility – Happiness to work weekends—Pausa grows when others are offline ✅ Team care – Regular check-ins, encouragement, and a focus on collective success ✅ Communication – Charismatic in front of customers and when collaborating with leadership
Why We Love Unconventional Thinkers
We don’t want another cookie-cutter hire—we want fresh perspectives. Bring your creativity, enthusiasm, and a shared love of making Pausa feel like home for everyone who steps inside.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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