Shift Leader Job at Insomnia Cookies UK Ltd (Birmingham)

Job Description

The Shift Leader supports the Store Manager in delivering the safe, efficient, and successful operation of the bakery during trading hours. Acting as the senior team member on shift, the Shift Leader leads the team to deliver exceptional customer experiences, strong operational standards, and consistent brand execution in line with Insomnia Cookies’ late-night, digital-first model. This role is ideal for a confident, people-focused individual who thrives in a fast-paced environment, leads by example, and takes ownership of shift-level performance, team engagement, and operational delivery.

Job Responsibility

Lead the team during live trading, ensuring clear direction, pace, and accountability
Deliver Insomnia Cookies brand, operational, and food safety standards on every shift
Take ownership of shift-level operations, resolving issues quickly and escalating where required
Ensure every customer receives a consistently excellent Insomnia experience
Support sales growth, labour efficiency, and cost control during shifts
Support delivery of store-level sales and labour targets during assigned shifts
Drive execution of promotions, upselling, and Limited Time Offers
Follow stock and waste procedures
Execute company-led promotions, LTOs, and product launches accurately on shift
Support profit protection by deploying labour effectively and minimising waste
Identify opportunities during shifts to improve sales or service and feedback to the Store Manager
Lead, motivate, and support Cookie Crew and Delivery Drivers during shifts
Provide hands-on coaching and feedback to improve skills, confidence, and performance
Support onboarding and training of new starters
Role model Insomnia Cookies values, behaviours, and customer-first mindset
Address minor performance or conduct issues in the moment, escalating where appropriate
Deliver excellent in-store and delivery customer experiences during every shift
Ensure marketing materials, LTOs, and new product launches are executed correctly
Act as a brand ambassador by maintaining high standards of service, product quality, and presentation
Take responsibility for opening, closing, and late-night trading procedures when on shift
Ensure compliance with health & safety, food hygiene, and operational standards at all times
Maintain a safe, clean, and well-organised bakery environment
Complete required checks and records accurately
Escalate incidents, risks, or maintenance issues promptly to the Store Manager

Requirements

Previous experience in a supervisory or senior team member role within retail, QSR, or hospitality
Experience working in fast-paced, customer-facing environments
Exposure to late-night or delivery-led operations is desirable
Hands-on, approachable, and confident leading teams during live trading
Leads by example and supports others through coaching and encouragement
Communicates clearly and calmly under pressure
Understands the importance of sales, labour efficiency, and cost control
Able to prioritise actions during shifts to support store performance
Energetic, reliable, and adaptable
Takes ownership of shift performance and team experience
Solutions-focused with the ability to manage competing priorities
Motivated to develop and progress within Insomnia Cookies

What we offer

Flexible work schedules
Pension
Holiday Pay
Guaranteed paid day off for your birthday
Guaranteed paid day off for your child’s birthday or pet’s birthday and we’ll throw another one in for your significant other
50% Employee Discount
Employee assistance and wellness support
Excellent training through the Cookie College
Fun and exciting team environment
Unrivalled culture and values
Enjoy a free cookie on every shift

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