16.8.2 Job Description: Store Manager Version: V2 Last Updated: October 2025 Review Date: April 2026 Owner: Operations Manager 1. Job Summary Job Title: Store Manager Reports To: Operations Manager / Area Manager Location: [Site-specific] Employment Type: Full-time Salary: [As per contract] The Store Manager is responsible for the overall operation, profitability, and performance of their assigned location. This includes managing staff, ensuring compliance with food safety and company standards, delivering exceptional customer service, and achieving sales and profit targets. 2. Key Responsibilities 2.1 Operational Management Oversee day-to-day operations of the store/mobile unit Ensure compliance with all SOPs, food safety, and health & safety regulations Maintain high standards of cleanliness, product quality, and customer service Open and close the site securely; manage keys and access Monitor and maintain equipment; arrange repairs and servicing as needed Implement and enforce company policies and procedures 2.2 Team Leadership & Staff Management Recruit, train, and onboard new team members Create staff rotas and manage shift schedules Conduct performance reviews, competency checks, and disciplinary procedures Motivate and develop team members; provide coaching and feedback Manage staff holidays, sickness, and absence in line with company policy Ensure all staff complete mandatory training (food safety, allergen awareness, etc.) 2.3 Financial Management Achieve sales, profit, and cost control targets Manage cash handling, banking, and end-of-day reconciliation Monitor and control stock levels; minimize waste and shrinkage Prepare and submit weekly/monthly financial reports Manage supplier relationships and negotiate pricing where appropriate Control labor costs and optimize staffing levels 2.4 Customer Service Ensure all customers receive excellent service Handle customer complaints and resolve issues professionally Monitor customer feedback and implement improvements Promote the loyalty programme and drive customer engagement 2.5 Stock & Inventory Management Order stock using Odoo system; ensure adequate inventory levels Conduct regular stock takes and reconcile discrepancies Rotate stock using FIFO principles; monitor expiry dates Manage supplier deliveries and quality checks 2.6 Compliance & Reporting Ensure compliance with FSA food safety regulations and allergen law Complete and maintain all required logs, checklists, and documentation Report incidents, accidents, and near-misses immediately Conduct internal audits and prepare for external inspections Ensure all staff are trained and competent in their roles 2.7 Marketing & Sales Implement local marketing initiatives and promotions Drive sales through upselling, product recommendations, and customer engagement Monitor competitor activity and market trends Collaborate with head office on seasonal campaigns and new product launches 3. Person Specification 3.1 Essential Proven experience in a supervisory or management role (hospitality/retail preferred) Strong leadership and people management skills Excellent communication and interpersonal skills Financial acumen and experience managing budgets Ability to work under pressure and solve problems quickly Knowledge of food safety regulations and compliance Proficiency with POS systems (Odoo experience desirable) Flexible and able to work weekends, evenings, and public holidays 3.2 Desirable Level 3 Food Safety & Hygiene certification Previous experience in coffee shop or cafe management Knowledge of HR procedures (recruitment, performance management, disciplinary) Experience with stock management and inventory systems First aid certification 4. Training & Development Induction: Management induction programme covering operations, compliance, and systems Food Safety: Level 3 Food Safety & Hygiene certification (initial and refresher) HR & People Management: Training on recruitment, performance management, and employment law Financial Management: Training on budgets, cost control, and reporting Ongoing Development: Regular performance reviews, area manager support, and access to leadership development programmes 5. Working Conditions Hours: Full-time (typically 40–45 hours per week); flexible shifts including weekends and public holidays Environment: Fast-paced cafe/mobile unit; standing for long periods; exposure to heat, steam, and noise Uniform: Company uniform provided; must be worn clean and presentable Travel: May be required to travel to other locations for training or support 6. Performance Standards Achieve or exceed sales and profit targets Maintain high customer satisfaction scores and positive feedback Ensure full compliance with food safety, health & safety, and employment law Develop and retain a high-performing team Complete all reports and administrative tasks on time Maintain excellent site standards (cleanliness, presentation, equipment) 7. Key Performance Indicators (KPIs) Sales vs. target (weekly/monthly) Profit margin and cost control Customer satisfaction scores (mystery shopper, reviews, feedback) Staff turnover and retention rates Compliance audit scores (food safety, health & safety) Stock accuracy and waste levels 8. Related Documents Staff Handbook Operations Manual Food Safety SOPs (Section 1) Cash Handling SOPs (13.1–13.7) Staff Management SOPs (Section 16) Health & Safety Procedures Allergen Management SOP Note: This job description is not exhaustive and may be updated to reflect the changing needs of the business. Employees will be consulted on any significant changes.

16.8.1 Job Description: Barista / Cafe Assistant Version: V2 Last Updated: October 2025 Review Date: April 2026 Owner: Operations Manager 1. Job Summary Job Title: Barista / Cafe Assistant Reports To: Store Manager / Shift Lead Location: [Site-specific] Employment Type: Part-time / Full-time / Zero-hours (as applicable) Salary/Hourly Rate: [As per contract] The Barista / Cafe Assistant is responsible for preparing high-quality coffee and food products, delivering exceptional customer service, and maintaining cleanliness and food safety standards at all times. 2. Key Responsibilities 2.1 Customer Service Greet customers warmly and take orders accurately Provide product recommendations and answer customer queries Handle customer complaints professionally and escalate when necessary Process payments via Odoo POS system (cash and card) Maintain a friendly, welcoming atmosphere 2.2 Beverage & Food Preparation Prepare coffee drinks, teas, hot chocolate, milkshakes, and specialty drinks to SOP standards Operate coffee machines, grinders, and other equipment safely Follow recipes and portion control guidelines Ensure all products meet quality and presentation standards Handle food safely in accordance with FSA guidelines and allergen procedures 2.3 Cleanliness & Hygiene Maintain personal hygiene standards (uniform, handwashing, etc.) Clean and sanitize work surfaces, equipment, and customer areas Follow daily, weekly, and monthly cleaning schedules Dispose of waste correctly and maintain recycling practices Report maintenance or equipment issues immediately 2.4 Stock & Inventory Monitor stock levels and inform manager of low inventory Rotate stock using FIFO (First In, First Out) principles Receive and store deliveries correctly Minimize waste and report discrepancies 2.5 Cash Handling & Administration Operate the till accurately and complete end-of-shift cashing up Follow cash handling procedures (SOP 13.1–13.7) Complete shift logs and incident reports as required 2.6 Health & Safety Follow all health and safety procedures Report hazards, accidents, or near-misses immediately Participate in fire drills and emergency procedures Complete mandatory training (food safety, allergen awareness, etc.) 3. Person Specification 3.1 Essential Friendly, positive attitude with excellent customer service skills Ability to work in a fast-paced environment Good communication and teamwork skills Willingness to learn and follow procedures Reliable and punctual Able to stand for extended periods and lift up to 10kg 3.2 Desirable Previous barista or hospitality experience Knowledge of coffee preparation and latte art Food safety certification (Level 2) Cash handling experience 4. Training & Development Induction: Staff Induction SOP (16.1) Barista Training: In-house training programme with competency checks Food Safety: Level 2 Food Safety & Hygiene certification (initial and annual refresher) Allergen Awareness: Mandatory training on allergen management Ongoing Development: Monthly competency checks, six-monthly reviews, mystery shopper feedback 5. Working Conditions Hours: Variable shifts including weekends, evenings, and public holidays Environment: Fast-paced cafe/mobile unit; standing for long periods; exposure to heat, steam, and noise Uniform: Company uniform provided; must be worn clean and presentable Breaks: As per UK Working Time Regulations and employment contract 6. Performance Standards Consistently meet quality and service standards Achieve positive customer feedback and mystery shopper scores Complete all mandatory training on time Maintain punctuality and attendance standards Follow all SOPs and company policies 7. Related Documents Staff Handbook Staff Induction SOP (16.1) Barista Training Programme (16.2) Cash Handling SOPs (13.1–13.7) Food Safety SOPs (Section 1) Allergen Management SOP Note: This job description is not exhaustive and may be updated to reflect the changing needs of the business. Employees will be consulted on any significant changes.

16.1 Staff Induction Version: V2 Last Updated: October 2025 Review Date: October 2026 Applies to: All Little Coffee Bean Co locations (mobile and fixed) Purpose This SOP establishes a comprehensive induction process for all new staff members at Little Coffee Bean Co, ensuring they receive proper training, understand company policies, and are equipped to deliver excellent service from day one. Scope This procedure applies to all new employees including baristas, cafe assistants, store managers, and franchise staff at Little Coffee Bean Co mobile units and fixed shop locations. Legal Framework Employment Rights Act 1996 – Requires employers to provide written particulars of employment Health and Safety at Work etc. Act 1974 – Mandates adequate training and supervision Equality Act 2010 – Ensures fair treatment during recruitment and onboarding Working Time Regulations 1998 – Covers working hours, breaks, and rest periods Data Protection Act 2018 / UK GDPR – Governs handling of employee personal data Food Safety Act 1990 & Food Hygiene Regulations 2013 – Requires food safety training Pre-Induction Requirements Before First Day Store Manager or franchise owner must complete: Right to Work check (original documents verified and copied) DBS check if working with vulnerable groups (railway stations, etc.) Employment contract signed and returned Staff Handbook provided and acknowledgment signed Emergency contact details collected Bank details for payroll (BACS payment) Uniform ordered or provided (Little Coffee Bean Co branded) Staff ID created in ODOO till system Food Hygiene Level 2 certificate verified (or training scheduled within first 2 weeks) Day One: Induction Checklist 1. Welcome and Introduction (30 minutes) Welcome to Little Coffee Bean Co Tour of the facility (mobile unit or fixed shop) Introduction to team members and managers Overview of company history, values, and vision Explanation of probationary period (typically 3 months) Review of working hours, break entitlements, and shift patterns 2. Health and Safety (45 minutes) Fire safety procedures and evacuation routes Location of fire extinguishers and first aid kit Emergency contact numbers and procedures Accident reporting procedures (accident book location) Manual handling guidance (lifting coffee bags, stock, etc.) Personal protective equipment (if applicable) Hazard identification and reporting Gas safety procedures (mobile units only) Electrical safety awareness Slips, trips, and falls prevention Working with hot equipment and liquids Lone working procedures (if applicable) New employee must sign Health and Safety Induction Acknowledgment Form. 3. Food Safety and Hygiene (30 minutes) Personal hygiene standards and handwashing procedures Food safety principles (temperature control, cross-contamination) Allergen awareness and Natasha’s Law compliance Cleaning schedules and procedures Food storage and labeling (date dots, HASSIP) Safer Food Better Business (SFBB) pack overview Reporting illness and fitness to work Food Hygiene Level 2 training must be completed within 2 weeks if not already certified. 4. Company Policies and Procedures (30 minutes) Review key policies from Staff Handbook: Equal Opportunities Policy Bullying and Harassment Policy Dress Code Policy (uniform standards, personal appearance) Timekeeping Policy (clocking in/out, lateness procedures) Mobile Phone Policy (personal phone use during shifts) Social Media Policy (representing the company online) Smoking/Vaping Policy (designated areas and break times) Alcohol and Drugs Policy Holiday Policy (booking process, entitlement) Sickness Absence Policy (notification procedures) Disciplinary and Grievance Procedures Data Protection and Confidentiality New employee must sign policy acknowledgment confirming they have read and understood all policies. 5. Till System and Cash Handling (1 hour) ODOO till system login and personal staff ID Processing transactions (cash, card, contactless) Refunds and returns procedures Shift cashing up procedures Safe access and cash handling (if authorized) Error reporting procedures Customer receipts and transaction records See SOP 13.1 Till System for detailed procedures. 6. Customer Service Standards (30 minutes) Little Coffee Bean Co customer service philosophy Greeting customers and taking orders Handling customer complaints and difficult situations Product knowledge (menu items, ingredients, allergens) Upselling and suggestive selling techniques Loyalty program explanation Maintaining a clean and welcoming environment Week One: Practical Training Barista Skills Training (Shadowing and Practice) New baristas must receive hands-on training in: Coffee machine operation and espresso preparation (SOP 5.1) Milk steaming and texturing techniques Preparing core drinks: Latte (5.2), Cappuccino (5.3), Flat White (5.4), Americano Hot chocolate and tea preparation (5.7, 5.8) Cold drinks: Iced drinks (6.1, 6.2), Milkshakes (6.3) Specialty drinks: Sea Salt Iced Matcha, Golden Tuk Tuk Latte Food preparation (if applicable): Breakfast (7.1), Sandwiches (7.2), Soup (7.3), Pizza (7.4) Cleaning procedures: Coffee machine (8.2), equipment cleaning (8.3-8.6) Stock rotation and inventory management Opening and closing procedures Training Schedule Days 1-2: Shadow experienced barista, observe all procedures Days 3-4: Assisted practice with supervision Day 5: Independent practice with spot checks Week 2: Competency assessment and feedback First Month: Ongoing Development Competency Checks Manager conducts formal competency assessments at: Week 2: Basic drink preparation and customer service Week 4: Full menu competency and independent working Month 3: End of probation review Additional Training Schedule within first month: Food Allergen Training (SOP 16.5) Customer Service Level 2 (SOP 16.6) – optional but recommended Equipment-specific training (slush machine, pizza oven, etc.) Mystery shopper criteria and quality standards Induction Documentation Required Forms and Records Store Manager must complete and file: Staff Induction Checklist (signed by employee and manager) Health and Safety Induction Acknowledgment Policy Acknowledgment Form Training Record Log (ongoing document) Competency Assessment Forms (Week 2, Week 4, Month 3) Right to Work documentation (copies retained) Food Hygiene Level 2 certificate (copy on file) Emergency contact details Bank details and payroll information Retention: All induction records must be retained for the duration of employment plus 6 years (UK employment law requirement). Probationary Period Standard Probation: 3 Months Regular feedback and one-to-one meetings (weekly for first month, then fortnightly) Formal probation review meetings at Week 4, Week 8, and Week 12 Clear performance expectations and targets Support and additional training if needed Extension of probation if performance concerns (up to additional 3 months) Successful completion confirmed in writing Support and Mentoring Buddy System Assign an experienced team member as a buddy/mentor Buddy provides day-to-day support and answers questions Regular check-ins to ensure new employee is settling in Buddy reports

# 14.2 Risk Assessment **Version:** V2 **Last Updated:** October 2025 **Category:** Health and Safety — ## Purpose To establish a systematic approach for identifying, assessing, and controlling workplace hazards at Little Coffee Bean Co locations, ensuring the health and safety of all staff, customers, and visitors. — ## Scope This procedure applies to all Little Coffee Bean Co locations, including fixed shops and mobile Tuk Tuk units, and covers all work activities, equipment, and premises. — ## Legal Requirements This SOP complies with: – Health and Safety at Work Act 1974 – Management of Health and Safety at Work Regulations 1999 – Regulatory Reform (Fire Safety) Order 2005 — ## Risk Assessment Process ### 1. Identify Hazards Systematically identify all potential hazards in the workplace: **Common Hazards in Coffee Shop Operations:** – Hot liquids and steam from coffee machines – Hot surfaces (panini grills, pizza ovens, coffee machine) – Slips, trips, and falls (wet floors, cables, stock) – Manual handling (lifting stock, moving equipment) – Electrical equipment – Sharp objects (knives, can openers) – Burns from hot equipment – Repetitive strain injuries – Working alone (mobile units) – Customer aggression or violence – Fire risks – Gas equipment (mobile units only) ### 2. Identify Who Might Be Harmed Consider all persons who may be affected: – Staff members (baristas, managers) – Customers – Delivery drivers – Contractors and maintenance personnel – Members of the public – Vulnerable groups (young workers, pregnant staff, disabled persons) ### 3. Evaluate the Risks For each identified hazard, assess: **Likelihood:** – Rare (1) – Unlikely to occur – Unlikely (2) – Could occur occasionally – Possible (3) – Might occur sometimes – Likely (4) – Will probably occur – Almost Certain (5) – Expected to occur frequently **Severity:** – Negligible (1) – Minor injury, no time off – Minor (2) – First aid treatment, up to 3 days off – Moderate (3) – Medical treatment, 3-7 days off – Major (4) – Serious injury, over 7 days off, reportable – Catastrophic (5) – Fatality or permanent disability **Risk Rating = Likelihood × Severity** **Risk Matrix:** – 1-4: Low Risk (Green) – Acceptable with existing controls – 5-9: Medium Risk (Yellow) – Additional controls recommended – 10-15: High Risk (Orange) – Additional controls required – 16-25: Very High Risk (Red) – Immediate action required ### 4. Record Control Measures For each identified risk, document: **Existing Controls:** – What measures are already in place? – Are they adequate and effective? – Are they being properly implemented? **Additional Controls Required:** Apply the hierarchy of control: 1. **Elimination** – Remove the hazard completely 2. **Substitution** – Replace with something safer 3. **Engineering Controls** – Isolate people from the hazard 4. **Administrative Controls** – Change the way people work 5. **PPE** – Personal protective equipment (last resort) ### 5. Implement Control Measures – Assign responsibility for implementing each control measure – Set realistic deadlines for completion – Allocate necessary resources – Communicate changes to all affected staff – Provide training where required ### 6. Review and Monitor – Review risk assessments annually as a minimum – Review immediately after any incident or near miss – Review when work activities change – Review when new equipment or processes are introduced – Review when new staff join or roles change — ## Risk Assessment Documentation ### Required Information Each risk assessment must include: – Location/site name – Date of assessment – Assessor name and signature – Activity or area being assessed – Identified hazards – Persons at risk – Existing control measures – Risk rating (before and after controls) – Additional controls required – Action plan with responsibilities and deadlines – Review date – Manager approval and signature ### Storage and Access – Risk assessments must be stored in the site SOP folder – Digital copies uploaded to Connect app – Accessible to all staff members – Displayed in staff areas where relevant – Provided during staff induction — ## Specific Risk Assessments Required All Little Coffee Bean Co locations must have risk assessments for: 1. **General Workplace Risk Assessment** 2. **Fire Risk Assessment** (Section 14.3) 3. **COVID-19 Risk Assessment** (Section 14.4) 4. **Manual Handling Risk Assessment** 5. **Display Screen Equipment (DSE) Assessment** 6. **Working Alone Risk Assessment** (mobile units) 7. **COSHH Assessment** (cleaning chemicals) 8. **New and Expectant Mothers Risk Assessment** (when applicable) 9. **Young Workers Risk Assessment** (under 18s) 10. **Violence and Aggression Risk Assessment** — ## Staff Responsibilities ### All Staff Must: – Follow all risk assessment control measures – Report any new hazards immediately – Report any incidents, accidents, or near misses – Participate in risk assessment reviews – Complete required training – Use provided safety equipment correctly ### Managers Must: – Conduct risk assessments for their location – Ensure control measures are implemented – Monitor effectiveness of controls – Review assessments regularly – Investigate incidents and update assessments – Ensure staff are trained and competent – Maintain risk assessment records ### Company Director Must: – Ensure risk assessment policy is implemented – Allocate resources for risk control measures – Review serious risks and incidents – Ensure legal compliance – Approve significant changes to risk assessments — ## Incident Reporting All incidents, accidents, and near misses must be: – Reported immediately to the duty manager – Documented on the Incident Report Form (Connect app) – Investigated to identify root causes – Used to review and update risk assessments – Reported to HSE if RIDDOR criteria met (Section 14.8) — ## Training Requirements All staff must receive training on: – Risk assessment principles – Hazard identification – Control measures for their role – Incident reporting procedures – Emergency procedures Training must be: – Provided during induction – Refreshed annually – Documented with signatures – Updated when risks change — ## Quality Checks – Risk assessments are completed for all activities – Control measures are implemented and effective – Staff are aware of risks and controls – Documentation is complete and accessible – Reviews are conducted on schedule –

# 14.1 Health and Safety Introduction **Version:** V2 **Effective Date:** October 2025 **Review Date:** October 2026 **Document Owner:** Operations Manager **Approved By:** Company Director — ## Purpose To provide an overview of Little Coffee Bean Co’s commitment to health and safety, outlining our responsibilities and the framework for maintaining a safe working environment for all staff, franchisees, contractors, and customers. — ## Scope This SOP applies to: – All Little Coffee Bean Co employees – Franchise owners and their staff – Contractors and visitors – All fixed shop locations and mobile Tuk Tuk units — ## Company Health and Safety Policy Statement Little Coffee Bean Co is committed to ensuring the health, safety, and welfare of all employees, franchisees, contractors, visitors, and customers. We recognise that effective health and safety management is essential to our business operations and reputation. ### Our Commitments **1. Legal Compliance** – Comply with all relevant UK health and safety legislation, including the Health and Safety at Work etc. Act 1974 – Meet or exceed standards set by the Health and Safety Executive (HSE) – Maintain all required certifications, licenses, and permits **2. Risk Management** – Conduct regular risk assessments for all sites and activities – Implement control measures to eliminate or reduce identified risks – Review and update risk assessments annually or when circumstances change **3. Safe Working Environment** – Provide and maintain safe equipment, premises, and systems of work – Ensure adequate welfare facilities at all locations – Maintain cleanliness and hygiene standards across all sites **4. Training and Competence** – Provide comprehensive health and safety training to all staff – Ensure all employees are competent to perform their duties safely – Maintain training records and conduct regular refresher sessions **5. Information and Communication** – Communicate health and safety information clearly to all staff – Display required health and safety notices and documentation – Encourage reporting of hazards, incidents, and near-misses **6. Consultation and Participation** – Consult with employees on health and safety matters – Encourage active participation in maintaining safe working practices – Consider employee feedback in risk assessments and policy reviews — ## Responsibilities ### Company Director – Overall responsibility for health and safety policy and implementation – Ensure adequate resources are allocated to health and safety management – Review health and safety performance regularly – Lead by example in promoting a positive safety culture ### Operations Manager – Implement and maintain health and safety management systems – Coordinate risk assessments and safety audits – Ensure compliance with all health and safety legislation – Investigate serious incidents and implement corrective actions – Monitor health and safety performance across all sites ### Area Managers – Ensure health and safety policies are implemented at site level – Conduct regular site safety inspections – Support Store Managers in maintaining safe working environments – Report health and safety concerns to Operations Manager – Coordinate incident investigations within their area ### Store Managers – Day-to-day responsibility for health and safety at their location – Conduct site-specific risk assessments – Ensure all staff receive appropriate health and safety training – Maintain health and safety records and documentation – Report incidents, accidents, and near-misses promptly – Conduct regular workplace inspections – Ensure all equipment is properly maintained ### All Employees – Take reasonable care of their own health and safety – Take reasonable care of others who may be affected by their actions – Cooperate with management on health and safety matters – Follow all health and safety procedures and instructions – Use equipment and PPE correctly – Report hazards, incidents, and near-misses immediately – Not interfere with or misuse anything provided for health and safety — ## Health and Safety Management Framework ### 1. Risk Assessment All sites must maintain current risk assessments covering: – General workplace hazards – Fire safety – Manual handling – Slips, trips, and falls – Equipment use – Lone working (mobile units) – Work-related violence (railway stations) – COVID-19 and infectious diseases **Reference:** Section 14.2 Risk Assessment SOP ### 2. Fire Safety – Fire risk assessments conducted for all premises – Fire evacuation procedures displayed and practiced – Fire-fighting equipment maintained and tested – Staff trained in fire safety procedures **Reference:** Section 14.3 Fire Risk Assessment SOP ### 3. Equipment Safety – All electrical equipment tested in accordance with PAT testing schedules – Coffee machines pressure tested as per manufacturer requirements – Gas safety checks for mobile units using LPG – Regular maintenance schedules maintained **References:** – Section 14.5 PAT Testing SOP – Section 14.6 Coffee Machine Pressure Testing SOP – Section 14.8 Gas Safety SOP ### 4. Incident Reporting – All accidents, incidents, and near-misses must be reported immediately – RIDDOR-reportable incidents notified to HSE within required timeframes – Incident investigations conducted to identify root causes – Corrective actions implemented to prevent recurrence **Reference:** Section 14.9 RIDDOR Guide / Incident Flow Chart SOP ### 5. Occupational Health – Legionnaires’ disease risk assessments for water systems – First aid provisions at all sites – Occupational health support available to all staff – Mental health and wellbeing support **Reference:** Section 14.10 Legionnaires’ Disease Factsheet SOP — ## Health and Safety Documentation All sites must maintain the following documentation: – Current risk assessments – Fire evacuation plans – Accident and incident records – Equipment maintenance and testing records – Staff training records – Health and safety inspection reports – COSHH assessments (if applicable) — ## Monitoring and Review ### Site Inspections – Store Managers conduct weekly workplace inspections – Area Managers conduct monthly site visits – Operations Manager conducts quarterly safety audits ### Performance Monitoring – Accident and incident rates tracked monthly – Near-miss reports reviewed for trends – Training compliance monitored – Equipment maintenance schedules tracked ### Annual Review – Health and safety policy reviewed annually – Risk assessments reviewed and updated – Training needs assessed – Performance targets set for the coming year — ## Escalation Protocol All health and safety concerns must be escalated following the company’s Troubleshooting Escalation Protocol: **Immediate

Version: V2 Last Updated: October 2025 Category: Cold Drinks Preparation Purpose This SOP provides clear, step-by-step instructions for preparing consistent, high-quality milkshakes in a variety of flavours that meet Little Coffee Bean Co standards. Scope This procedure applies to all staff preparing milkshakes at all Little Coffee Bean Co locations (mobile and fixed). Equipment Required Blender Measuring cups/scoops Milkshake cup (standard serving size) Lid Straw Piping bag or squeeze bottle (for syrup lining) Spoon (for whipped cream application) Ingredients (Per Milkshake) Base Ingredients: 1 scoop vanilla ice cream 3 ice cubes Milk (to fill blender to appropriate level) Flavour syrup (as per recipe) Toppings: Squirty cream Flavour syrup (for topping) Optional garnishes (chocolate flakes, biscuits, etc.) Milkshake Flavour Recipes Strawberry Milkshake Ingredients: 1 scoop vanilla ice cream 3 ice cubes 1 pump strawberry syrup Milk Squirty cream (topping) Strawberry syrup (topping) Method: Add vanilla ice cream, ice cubes, strawberry syrup, and milk to blender Blend for 20 seconds until smooth Line the inside of a cup with strawberry syrup Pour milkshake into cup Apply lid Add squirty cream through the lid opening Add strawberry syrup to the top Insert straw Serve immediately Oreo Milkshake Ingredients: 1 scoop Oreo biscuits 1 scoop vanilla ice cream 3 ice cubes Milk Chocolate syrup (for lining) Squirty cream (topping) Chocolate syrup (topping) Method: Add Oreo biscuits, vanilla ice cream, ice cubes, and milk to blender Blend for 20 seconds until smooth Line the inside of a cup with chocolate syrup Pour milkshake into cup Apply lid Add squirty cream through the lid opening Add chocolate syrup to the top Insert straw Serve immediately Chocolate Milkshake Ingredients: 1 chocolate flake 1 scoop vanilla ice cream 3 ice cubes Milk Chocolate syrup (for lining) Squirty cream (topping) Chocolate syrup (topping) Method: Add chocolate flake, vanilla ice cream, ice cubes, and milk to blender Blend for 20 seconds until smooth Line the inside of a cup with chocolate syrup Pour milkshake into cup Apply lid Add squirty cream through the lid opening Add chocolate syrup to the top Insert straw Serve immediately Biscoff Milkshake Ingredients: 3 Biscoff biscuits 1 scoop vanilla ice cream 3 ice cubes 1 teaspoon Biscoff spread/syrup Milk Squirty cream (topping) Biscoff syrup (topping) Method: Add Biscoff biscuits, vanilla ice cream, ice cubes, Biscoff spread, and milk to blender Blend for 20 seconds until smooth Line the inside of a cup with Biscoff syrup Pour milkshake into cup Apply lid Add squirty cream through the lid opening Add Biscoff syrup to the top Insert straw Serve immediately Quality Control Blending time should be consistent (20 seconds) to achieve smooth texture Ice cream scoop should be consistent across all milkshakes Syrup lining should be applied evenly inside the cup Squirty cream should be applied generously but neatly Milkshake should be served immediately after preparation Cup should be sealed properly to prevent spillage Allergen Information Common Allergens: Milk, tree nuts (Biscoff), gluten (biscuits) Vegan: Not available (contains dairy ice cream and milk) Customization: Always confirm customer allergies before preparation Cross-Contamination: Use separate scoops and utensils for different flavours to prevent cross-contamination Notes Always use fresh ingredients and check expiry dates before use Consistency is key—ensure all staff follow portion sizes and blending times exactly Refer to the Allergen Checklist for Food Businesses if customers have specific dietary requirements Clean blender thoroughly between each milkshake to prevent flavour contamination Store ice cream at the correct temperature (−18°C or below) References Little Coffee Bean Co Brand Standards Blender Operating Manual Allergen Checklist for Food Businesses Food Storage & Temperature Control SOP Document Owner: Little Coffee Bean Co Operations Review Date: October 2026

Version: V2 Last Updated: October 2025 Category: Cold Drinks Preparation Purpose This SOP provides clear, step-by-step instructions for preparing a consistent, high-quality Iced Latte that meets Little Coffee Bean Co standards. Scope This procedure applies to all staff preparing Iced Latte at all Little Coffee Bean Co locations (mobile and fixed). Equipment Required Espresso machine Double shot basket Plastic cup (13oz) Ice cubes Lid Milk jug (for pouring) Ingredients Double espresso shot Milk (dairy or alternative: oat, almond, soya) Ice cubes Syrup (optional, as per customer request) Preparation Steps Step 1: Pull Double Espresso Shot Insert double shot basket into the espresso machine Pull a full double shot of espresso Ensure consistent extraction time (approximately 25–30 seconds) Step 2: Prepare Cup with Ice Select a clean 13oz plastic cup Fill the cup to the top with ice cubes Step 3: Add Syrup (If Requested) If the customer has requested syrup, add two pumps of syrup at this point Stir gently to distribute Step 4: Add Milk Take milk (dairy or alternative) and fill the cup ¾ full There should be approximately one inch of room at the top of the cup Step 5: Pour Espresso Over Milk Pour the double espresso shot over the milk When pouring, aim for an ice cube to prevent excessive mixing and maintain the layered effect Step 6: Seal and Serve Place a lid on the cup Serve immediately to the customer Quality Control Espresso shot should be extracted consistently (25–30 seconds) Milk should fill the cup to approximately ¾ full, leaving room for the espresso Drink should be served immediately after preparation Cup should be sealed properly to prevent spillage Layering effect should be visible when poured correctly Allergen Information Allergens: Milk (or alternative allergens if non-dairy milk is used—refer to allergen checklist) Vegan: Yes (if using plant-based milk alternative) Customization: Can be made with dairy or alternative milk; always confirm customer preference Notes Always aim for an ice cube when pouring espresso to maintain the layered presentation Consistency is key—ensure all staff follow this procedure exactly Refer to the Allergen Checklist for Food Businesses if customers have specific dietary requirements Ensure milk is stored at the correct temperature (4°C or below) References Little Coffee Bean Co Brand Standards Espresso Machine Operating Manual Allergen Checklist for Food Businesses Food Storage & Temperature Control SOP Document Owner: Little Coffee Bean Co Operations Review Date: October 2026

Version: V2 Last Updated: October 2025 Category: Cold Drinks Preparation Purpose This SOP provides clear, step-by-step instructions for preparing a consistent, high-quality Iced Coffee that meets Little Coffee Bean Co standards. Scope This procedure applies to all staff preparing Iced Coffee at all Little Coffee Bean Co locations (mobile and fixed). Equipment Required Espresso machine Double shot basket Plastic cup (13oz) Ice cubes Lid Measuring jug (optional, for water) Ingredients Double espresso shot Cold water (if applicable) Ice cubes Preparation Steps Step 1: Pull Double Espresso Shot Insert double shot basket into the espresso machine Pull a full double shot of espresso Ensure consistent extraction time (approximately 25–30 seconds) Step 2: Prepare Cup with Ice Select a clean 13oz plastic cup Fill the cup to the top with ice cubes Step 3: Add Syrup (If Requested) If the customer has requested syrup, add two pumps of syrup at this point Stir gently to distribute Step 4: Pour Espresso Over Ice Pour the double espresso shot over the ice When pouring, aim for an ice cube to prevent excessive mixing and maintain temperature Step 5: Add Water (Optional) Top up with cold water if the customer prefers a longer drink Stir gently to combine Step 6: Seal and Serve Place a lid on the cup Serve immediately to the customer Quality Control Espresso shot should be extracted consistently (25–30 seconds) Ice should remain intact and not dilute the drink excessively Drink should be served immediately after preparation Cup should be sealed properly to prevent spillage Allergen Information Allergens: None (unless syrup contains allergens—refer to allergen checklist) Vegan: Yes (no animal products) Notes Always aim for an ice cube when pouring espresso to maintain temperature and prevent over-mixing Consistency is key—ensure all staff follow this procedure exactly Refer to the Allergen Checklist for Food Businesses if customers have specific dietary requirements References Little Coffee Bean Co Brand Standards Espresso Machine Operating Manual Allergen Checklist for Food Businesses Document Owner: Little Coffee Bean Co Operations Review Date: October 2026

# 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 — ## 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. — ## Scope This procedure applies to all staff members at mobile Tuk Tuks and fixed shop locations, including new hires, existing staff, and managers. — ## 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) — ## 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 — ## 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 — ## 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 — ## 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 — ## Compliance & References – Food Standards Agency (FSA) Guidelines – Health & Safety at Work Act 1974 – Food Hygiene Regulations 2006 – ACAS Employment Guidelines – Company Training Standards — ## 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 — ## Review Date This SOP will be reviewed annually or when procedures change.