2.9 Staff Training & Competency Checks

# 2.9 Staff Training & Competency Checks

**Version:** V2
**Last Updated:** 27 October 2025
**Status:** Published
**Reference:** Food Standards Agency Guidelines, Health & Safety at Work Act 1974

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## Purpose

This SOP establishes procedures for staff training and competency assessment to ensure all employees have the knowledge and skills to perform their roles safely, maintain food safety standards, and deliver consistent quality across all Little Coffee Bean Co locations.

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## Scope

This procedure applies to all staff members at mobile Tuk Tuks and fixed shop locations, including new hires, existing staff, and managers.

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## Training Requirements

### Initial Induction Training

**All new staff must complete:**
– Company orientation (policies, procedures, expectations)
– Food safety and hygiene training
– Allergen awareness training
– Health and safety induction
– Equipment operation and safety
– Customer service standards
– Role-specific training (barista, food prep, etc.)

**Timeline:** Complete within first 2 weeks of employment

**Delivery:** In-house training by manager or senior team member

### Ongoing Training

**Annual requirements:**
– Food hygiene refresher training
– Allergen awareness refresher
– Health and safety updates
– New procedure training (if applicable)
– Customer service refresher

**As needed:**
– Equipment operation updates
– New product training
– Procedure changes
– Corrective training (following performance issues)

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## Barista Training & Competency

### Barista Training Program

**Module 1: Coffee Knowledge**
– Coffee bean varieties and origins
– Roasting levels and flavor profiles
– Grind sizes and consistency
– Water temperature and pressure
– Espresso extraction basics

**Module 2: Equipment Operation**
– Coffee machine operation and safety
– Grinder operation and maintenance
– Milk frother operation
– Cleaning and maintenance procedures
– Troubleshooting common issues

**Module 3: Drink Preparation**
– Espresso pulling technique
– Milk steaming and frothing
– Pouring and latte art basics
– Consistency and quality standards
– Speed and efficiency

**Module 4: Customer Service**
– Customer interaction and communication
– Order accuracy and attention to detail
– Problem-solving and complaints handling
– Upselling and product knowledge
– Allergen communication

### Hands-On Practice

– Minimum 40 hours supervised practice
– Daily feedback from trainers
– Progressive independence (supervised → assisted → independent)
– Practice on all drink types
– Quality consistency checks

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## Competency Assessment

### Monthly Competency Checks (First 3 Months)

**Assessment areas:**
– Drink quality and consistency
– Speed and efficiency
– Customer service
– Food safety compliance
– Equipment operation
– Cleanliness and hygiene

**Method:** Observation by manager or senior team member

**Pass criteria:** Meets standards in all areas

**If failed:** Additional training and reassessment within 2 weeks

### Six-Monthly Competency Checks (Ongoing)

**Assessment frequency:** Every 6 months for all staff

**Assessment method:**
– Observation during service
– Drink quality evaluation
– Customer feedback review
– Procedure compliance check
– Mystery shopper evaluation (quarterly)

**Performance rating:**
– Exceeds standards
– Meets standards
– Partially meets standards
– Does not meet standards

**If “Partially meets” or “Does not meet”:**
– Identify specific areas for improvement
– Provide additional training
– Set improvement targets
– Reassess within 4 weeks

### Mystery Shopper Evaluations

**Frequency:** Quarterly (minimum)

**Evaluation criteria:**
– Drink quality and accuracy
– Customer service and friendliness
– Order accuracy
– Cleanliness and presentation
– Allergen communication
– Payment processing

**Feedback:** Results shared with staff and manager

**Action:** Performance improvement plan if scores below standard

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## Competency Records

### Documentation

Maintain records for each staff member including:
– Training completion dates
– Assessment scores
– Areas of strength
– Areas for improvement
– Corrective actions taken
– Reassessment results
– Manager sign-off

### Retention

– Keep records for duration of employment plus 3 years
– Store securely and confidentially
– Update records after each assessment

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## Performance Improvement Plans

### When Required

Performance improvement plans are implemented when staff:
– Fail competency assessment
– Receive below-standard mystery shopper scores
– Have customer complaints
– Fail to follow procedures
– Do not meet quality standards

### Plan Components

1. **Specific issues identified**
2. **Training or support provided**
3. **Clear improvement targets**
4. **Timeline for improvement (typically 4 weeks)**
5. **Reassessment date**
6. **Consequences of non-improvement**

### Monitoring

– Weekly check-ins with manager
– Observation and feedback
– Documentation of progress
– Reassessment at end of plan period

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## Compliance & References

– Food Standards Agency (FSA) Guidelines
– Health & Safety at Work Act 1974
– Food Hygiene Regulations 2006
– ACAS Employment Guidelines
– Company Training Standards

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## Responsibility

– **Managers:** Deliver training, conduct assessments, maintain records, implement improvement plans
– **Staff:** Participate in training, complete assessments, maintain standards
– **Head office:** Oversee training program, provide resources, review trends

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## Review Date

This SOP will be reviewed annually or when procedures change.