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Charlie Needler of Gather & Gather: ‘Coffee is incredibly emotive’
Far from being a daily grind, the coffee coach finds a five-minute order to be an opportunity to connect
Charlie Needler joined contract caterer Gather & Gather at the age of 17 as a catering assistant and climbed the ranks to become head barista and then coffee coach at 40 of the caterer’s sites. Here he talks about why his work with coffee has made him one of the top 10 baristas in the country and that each interaction with a customer is a chance to make it a special one.
Tell us about your role.
My day-to-day role in the workplace isn’t just about delivering consistently great coffee, it’s also about exceptional customer service. Where meetings once took place in pubs, they are now more often held over a cup of coffee. Baristas have taken on a role like a bartender – we’re not just serving drinks, we’re also listening, engaging and understanding our customers’ needs, helping to create an environment where people feel comfortable and connected.
Describe your journey into hospitality.
For a long time, I thought I wanted to become a social worker, because I’ve always had a strong desire to help and support others in the best way possible. I began my hospitality career as a general assistant and I was given the opportunity to cover shifts on the coffee bar. It was from that moment I realised I wanted a career in coffee.
Coffee is incredibly emotive. People have personal preferences, routines and connections to what they drink. Being part of that daily ritual for customers is something really special.
I also live with cerebral palsy, a lifelong condition that affects movement, muscle tone and posture. Throughout my life, I’ve faced many challenges; from being told I wouldn’t be able to ride a bike to struggling with simple tasks like zipping up my coat. Stepping into a role in coffee was a bold decision. Tasks like tamping espresso or steaming milk are typically done using two hands. However, I’ve always been determined to prove people wrong. Rather than seeing barriers, I’ve focused on finding ways to adapt, grow and succeed.
Why do you love working in hospitality?
Although there may be a routine, no two days are the same. Each day brings new challenges, different customers, new stories, fresh ideas and, most importantly, great fun.
Customers are at the heart of everything we do. They are the reason we work in hospitality and every individual can be approached in their own unique way. I work in contract catering, where customers often only have five minutes in their day. In those five minutes, it’s vital that we create a positive and memorable experience, something that makes them want to come back again and again.
What opportunities has hospitality given you that you may not have found in another industry?
It has allowed me to grow in confidence, develop strong communication skills and connect with people from all walks of life. It’s also given me the chance to be creative, especially within coffee, experimenting with drinks, flavours and presentation. It’s opened doors to learning, progression and pushing myself outside of my comfort zone. Most importantly, it has given me a real sense of purpose, knowing that I can positively impact someone’s day, even in just a short interaction.
Have you ever won awards and taken part in competitions that have supported your career?
In 2023, I won a prestigious Acorn Award. I was honoured to be recognised as a hospitality rising star at the age of 25. This achievement came from going above and beyond my day-to-day role, working to create positive change beyond my immediate responsibilities. It has helped me progress to the next stage of my career, supporting Gather & Gather’s coffee team.
That same year, I reached the semi-finals of the UK Barista Championships, finishing in the top 10, and this stands as one of my greatest achievements. From being told at the age of two that I wouldn’t be able to ride a bike, to becoming one of the top baristas in the country is something I am incredibly proud of. The competition is typically dominated by independent coffee shops, so to achieve this while working in contract catering was a huge personal milestone.
What’s the most enjoyable part of your day-to-day role?
The connection I build with people. Whether it’s a regular customer coming in for their usual order or someone trying something new for the first time, being part of that moment is really special. I enjoy the fast pace, the energy and the feeling that no two days are ever the same. There’s something really rewarding about starting someone’s day on a positive note, even if it’s just through a simple cup of coffee and a great interaction. It’s those small moments – creating a smile, having a conversation or making someone feel valued – that make the role so enjoyable.
What advice would you give to the next generation considering a career in hospitality?
Be open-minded, work hard and embrace every opportunity that comes your way. Hospitality is an industry like no other, it allows you to be yourself, meet incredible people and learn something new every day.
Don’t be afraid to start at the bottom, because every role teaches you valuable skills that will help you grow. There will be challenges along the way, but those moments will shape you and build your resilience. Most importantly, enjoy the journey, because if you bring passion, energy and a positive attitude, there are endless opportunities to develop and succeed.
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