Unsung Hero: Lily Bott, Flitch & Chips, Flitch Green, Essex

Age: 18

Position: Front of house catering assistant 

Nominated by owner Daniel Freitas, who says: “Lily deserves recognition as she has shown maturity beyond her years and has displayed a work ethic which is going to take her places in the future! She holds the front-of-house together and is able to control the queue and orchestrate the flow of service from taking customers orders, to upselling to making sure the order is clearly instructed for the server to dish up. She handles all of this to such a high standard in a highly pressurised, busy environment and makes its look easy! Thank you Lily.”

How long have you worked at Flitch & Chips for? 

Over two years now. I started working in the summer of 2021 as a ‘Flitch-hero’ on the delivery bike, taking food orders to people who live on the estate where Flitch and Chips became a thing. This was until I got moved onto the van permanently and began serving and packing the food for all of the customers. After some time, I trained on the till, which I found very nerve-wracking at first, as I felt like I was in charge of so much more than just carefully packing people’s food.

What are your responsibilities?

Firstly, making the customers feel welcome and taking their orders on the till. I also help and advise any fellow Flitch & Chips members as I am able to put myself in their shoes and know that they may feel nervous on some shifts or not sure what to do in certain situations.

What’s your favourite part of the job?

It is the close community that is created. Sometimes I don’t feel like I am going to work but spending time with friends. Obviously, we all work very hard whilst on the van, but we are all able to have a laugh during shifts, amongst ourselves as well as with the customers, which I think makes it that whole lot better. 

What’s your least favourite part of the job?

I’m sure when someone says that there is nothing bad that they can think of about their job, you just wouldn’t believe it. But it’s true! Yes, there may be the occasional shift that is very busy and the stress levels are a bit high, or there is a complaint from a customer that sometimes I’m not sure how to respond to, but at the end of the day it all gets resolved and the customers get their food, which is all that matters.

What is it that you like about working at Flitch & Chips?

I like being within a community that brings good food to the people around us. When someone compliments us, I feel proud and honoured to be a member of the team that gives them a good experience that they remember. 

How do you feel to be nominated as an Unsung Hero?

Amazing! It makes me happy to know that the hard work I put in is making a difference and being noticed by the people around me that I work with and, hopefully, the customers too!