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TVTranscript
00:00Welcome to KFC, can I take order please?
00:02Last year, a secret recipe from Louisville, Kentucky sold over 700 million pieces of fried chicken in the UK.
00:09Can I take a towel please, guys?
00:12This is KFC life? This is what we do?
00:15I just don't like it, greasy.
00:17Please? I'm sorry. Oh, you've got a car?
00:19I don't know.
00:20KFC was one man's dream, and it now has an annual global turnover of 23 billion dollars.
00:27They seem to be going straight up the UK and building a KFC in every town.
00:33And it's just not on.
00:35Now, for the first time, they've opened their doors to the cameras.
00:39From the ballroom...
00:41...to the boardroom.
00:45Some people just don't go for eating with their hands.
00:48For them, it links to uncivilised behaviour.
00:51From the food tasters...
00:54...to the food farmers.
00:56...as they fight opposition to new stores...
00:59Who will buy a house? That's opposite of KFC.
01:02It just makes me feel sick.
01:04...KFC have to replenish their army of workers...
01:07That was a doll bomb.
01:09...and keep them motivated...
01:11This is a winner award.
01:13...while keeping their customers under control.
01:17Stop speaking to him right now.
01:19I'm asking for my money back.
01:20I'm giving you your money back.
01:21Big cheesy smiles.
01:23This is what life is really like...
01:25...inside one of the fast food giants that feed our nation.
01:29It's not rocket science.
01:31It's chicken and chips.
01:33That's all it is.
01:45Life for the KFC workforce can start early.
01:49We're going to do the hot roast microwave station.
01:51I'll start from this end.
01:53Restaurant manager Shilpa has been with the company for eight and a half years...
01:57...and sometimes starts as early as 5am.
02:00I can't just work in a store if it's not clean.
02:03It's just get on my nerves...
02:05...and then I just don't feel comfortable.
02:07So I generally prefer to come early in the morning...
02:10...get all the cleaning done.
02:15And then we enjoy it.
02:16You enjoy cleaning at this time at 5am in the morning?
02:18I enjoy it. Absolutely.
02:20I love my clean stores.
02:22Shilpa is 28 and runs a team of 45.
02:26Luke is 23 and started as a team member two years ago.
02:30This must be one of the worst jobs, isn't it?
02:32It's not all bad.
02:34There's probably far worse jobs than this, really.
02:40One is having to clear all the toilets...
02:43...once someone decides not to use them...
02:46...and decides to use the walls instead.
02:50That's happened quite a few times.
02:52That's worse than this.
02:56Oh.
02:59We always have to check toilets like three, four times...
03:02...after lunch.
03:03So sometimes, yeah, it can't get worse.
03:05No one wants to do it.
03:06No one wants to do it, but at the end of the day we have to do it.
03:15In the UK alone, KFC have 859 stores...
03:18...and employ 24,000 people.
03:21Extra prices over the coast now.
03:23But over two-thirds of the workforce is under 25...
03:26...and for many, it's their first job.
03:28We've got a full bag of hot wings down.
03:30Oh, so good.
03:34Would you like to try two hot wings?
03:35Two hot wings for midnight wings?
03:36Yeah.
03:37That's your lunch, watch your diet.
03:38Your two wings, that's 497.
03:4023-year-olds Emma and Rico are working the late shift in Glasgow together.
03:44On an average night, they have to deal with 500 customers.
03:48And in fast food, the customer isn't always right.
03:51Stop speaking to him right now.
03:52What did they say?
03:53You swore at him.
03:54You called him a dickhead and you said bring me my f***ing food.
03:56I said dickhead?
03:57Yeah, she did.
03:58If you keep being abusive towards him, I'm going to phone the police.
03:59I'm asking for my money back.
04:00I'm giving you your money back.
04:01I'm giving you your money back.
04:03There you go.
04:05Cool.
04:07Have a nice night.
04:08Cool, get a haircut.
04:10Oh, I'm telling you what.
04:11Tell you what.
04:12I'll see you soon.
04:13Sir, I think you should just leave.
04:15Cool.
04:16Love, I'll see you first.
04:17Oh, I always see you.
04:18Rico, stop it.
04:20The customer got a little bit upset.
04:22Like, he was being abusive towards Rico.
04:24So, I said that he should leave.
04:25Gave him his money back.
04:26He's went out and kicked a f***ing stupid big crack in my window.
04:32What an arsehole man.
04:33Just because he had been drinking.
04:40You get threatened all the time and that's just an occupational hazard.
04:44You're always going to get threatened.
04:45It's just one of those things.
04:50It's not hard in the sense that, like, the work or anything is hard.
04:55But it's just hard in a sort of a downgrading kind of way.
04:59Because everyone looks at you as if, like, you know,
05:02Oh, you're just, you just work at KSC.
05:04Who are you?
05:05You're nothing.
05:06And it just, it just makes you feel really s***.
05:10That's it.
05:11Same again tomorrow.
05:13Live, work, repeat.
05:14We've got a finger-licking good program.
05:23The boss of KFC is here.
05:25That's Martin Shuker.
05:28Martin, it's fair to say that the jobs in fast food restaurants
05:32are often talked about in less than glowing terms.
05:36It might surprise many to know that KFC was actually voted as Britain's top employer
05:43for each of the last three years.
05:46And that's because we're offering the chance for an individual to develop,
05:50you know, great careers.
05:51So, to support that...
05:53Describe to me what a great career...
05:55Well, for someone who joins as a team member,
05:57they can qualify to be a team leader within about 12 weeks.
06:00We have restaurant managers who are responsible for,
06:03you know, million-plus businesses who are as young as 21 and 22.
06:07So, we have the chance to offer, and individuals have the chance,
06:10to build a great career with KFC.
06:13As a company boss, Martin has been overseeing recruitment
06:16for the past 10 years.
06:19I think there are some people out there who will think anyone can get a job
06:23in a quick-service restaurant.
06:25But that's so genuinely not the case.
06:27Last year, we had close to 400,000 people apply to get a job at KFC.
06:34That's over 30 people applying for every single role that we have available.
06:38What that clearly means is that we can be very selective about the talent
06:43that is actually coming forward and just pick the best.
06:48In the West Midlands, the latest applicants are waiting to be assessed.
06:53They'll be competing for jobs at this brand-new store.
06:56Six weeks ago.
06:57So, six weeks ago is when they started on the actual build itself.
07:05Costing £2.5 million, the Oxley branch will be Britain's 860th KFC,
07:11and one of eight on James' patch.
07:13That there is going to be the lobby area.
07:16You'll then find the new front counter-fusion system will be set straight across there.
07:21Staff area, along with the office, everything behind us is all the kitchen.
07:25And out in the back is where the bin area will be.
07:28This is your KFC.
07:30So, talk me through how many people you need to buy a store this big.
07:35So, we would have between five and six managers.
07:38One restaurant general manager, three, maybe four team leaders.
07:42And we would roughly have between 45 and 50 staff.
07:46What are you looking for? Experience, personality?
07:49Not so much the experience.
07:52I mean, for me, it's all about the energy of the individual, the passion.
07:57Can there be a team player? Have they got great customer service?
08:00It's the people that can pretty much light up someone's experience by coming into a KFC.
08:09KFC, we have now over 850 in the UK.
08:14And we're all part of one big family.
08:16So, when we talk about a family, we like to think about the people that work for us.
08:20Team members, team leaders, assistant managers, going all the way through to the directs at the top.
08:25We are like brothers and sisters.
08:27We are like mums and dads.
08:28We look after each other within our business.
08:30So, I'm hoping today, right, we get some superstars and quite a few of you get given a job.
08:35Okay? So, good luck to all of you.
08:37Right. Shane, over to you.
08:39And he's going to introduce you to our first activity today.
08:43So, KFC customer slogan. We want you to create a new one for us.
08:50These applicants hope to become team members, starting on minimum wage at the bottom of the ladder.
08:57To find the best, James and his team have devised a series of group tasks.
09:01Today's all to do with now, can these guys show their personalities and show they're going to be compatible to work with KFC?
09:09We did start off with better than mums cooking, but we thought it could get a bit depressing, like, people don't have a mum or something.
09:15So, we changed it to better than home cooking.
09:18I already have, like, certificates to work in the food industry anyway.
09:21I did it in college. I've got a level two professional cookery.
09:24And I want to get into the food industry.
09:27Lovely. Thank you very much.
09:31Who's going to follow that?
09:33Who's going to start?
09:34It's about, do you want quick service?
09:36So, our slogan is Zoom.
09:39KFC tastes so good.
09:43OK.
09:44Yeah.
09:45Oh.
09:46We chose Zoom because it's associated with being quick, so fast service.
09:49I would really, I'd like to do till work to begin with.
09:52I don't really want to be a cook.
09:53But then, obviously, you never know where you're going to go.
09:55You could work your way up to being a manager and then you can come up with your own ideas.
09:59You never know.
10:00Sweet Deal is unique food.
10:02It's truly sweet. KFC.
10:04Thank you very much.
10:05Oh, no!
10:07One of the things that we do try to look at is, kind of like my own motto, but something I've always used,
10:12which is great customer service equals great personalities.
10:16We can't train people to give great customer service, but what we can do is take on the right people
10:21who can deliver that for what our customers are looking for.
10:30Seventeen-year-old Beth made it through the recruitment process to become a team member seven months ago.
10:34There's nothing to do.
10:36Beth dropped out of college to work at Denton Rock, a brand new but not very busy store just off the M60 on the outskirts of Manchester.
10:46If I didn't have this job, I'd be in college. How bad is that?
10:50If I didn't have this job, I would be in college right now.
10:53I'd be sat in college, I'd be sat in my English language lesson.
10:58Oh, shit!
11:00I've gone from being really clever to working in a chicken shop.
11:05It stinks!
11:07All my friends are going to go off to uni and I'm going to be stuck here, wearing a friggin' apron.
11:11I'm going to go off to uni.
11:14Her boss, 30-year-old Paul, has been working in fast food for two years.
11:18And this is his first manager's job, in charge of a team of 35.
11:22Oh, my God, wait. Just wait there. Just wait.
11:24I'd probably say a lot of them is the first jobs.
11:27David's shit on a stick!
11:28Do you need to eat it?
11:29No.
11:31So, they're sort of gaining experiences as they go.
11:39As they seriously go.
11:42It looks like tech!
11:47They're learning their life skills on her as well, really.
11:49Please!
11:50I'm sorry.
11:51Oh, you've got a car.
11:52Oh, no, I'm shaking.
11:53Please, I've got me!
11:54Come on!
11:55Oh, my God!
11:56Oh, my God!
11:57Oh, my God!
11:58Oh, my God!
11:59Oh, my God!
12:00Oh, my God!
12:01Oh, my God!
12:04And my hope for them is that they'll take someone away from...
12:06When they leave here, they'll take someone away and they'll always remember it.
12:09Oh!
12:10What's that day?
12:11Hi, welcome to KFC.
12:12Can I take you out?
12:14Oh, dear God.
12:16Next one, please.
12:18In Wolverhampton, a second batch of candidates has been in.
12:23In Wolverhampton, a second batch of candidates has arrived for assessment to face a brand-new task.
12:29We want you to create a KFC rack.
12:31We want to be down with the kids.
12:33Yeah?
12:34Okay?
12:35But it's got to be KFC-related and everyone has to take part.
12:38Well, a rack is not a rack.
12:40Not a...
12:41That's with a W.
12:43Yeah.
12:44No, this is a rack, you know.
12:46Why KFC?
12:47Why do you want to get a KFC?
12:48Erm...
12:49It's more so that I do...
12:50I do kind of, like, need a job and it's something to do.
12:53Is there a specific job you've got your eye on?
12:55I...
12:56I'm sort of customer-based.
12:57So, since quite young, I've done hairdressing.
12:59But if I could work up higher, like, management, things like that, I'd love to progress.
13:04You love it.
13:06Gotta love it.
13:07Everyone loves it.
13:08Why any place do you want to work?
13:10I need a job.
13:11I've been looking for a fair while now.
13:13I'm writing that down, alright?
13:15I want something permanent, something that I could get my head down, get some savings
13:19and some money and feel like I'm a part of the world again by doing something.
13:23Whether it's KFC or anything else, that's what I want to do with my life.
13:27I want to feel human again.
13:28Whenever you're ready, guys.
13:29Yo, chicken's all fine, gotta make it mine.
13:35It's so sublime, when it goes in my mouth, it commits a crime.
13:39Tastes all fine, I gotta say it twice.
13:41KFC's the place to be.
13:43Family and friends, including me.
13:46KFC's with cookie, F's with fries, C's with chicken, don't get fries.
13:52It's quick and easy, it makes you water.
13:55Water.
13:56Water.
13:57So come to KFC and bring yourself a daughter.
14:00We don't want people coming in dressed in suits and trying to do a, you know, a one-to-one
14:05interview technique.
14:06We just want to see who they are.
14:08Whenever you're ready.
14:09Whenever you're ready.
14:10Are we ready for this?
14:12We skip, we hop, they dice, they chop.
14:15Chicken's all nicely good, so don't be so.
14:18Have some chicken and scream and chip.
14:20Click, lock, lock, don't stop.
14:22It's chicken and chips, you know, we will teach them everything else.
14:25What we need is that, the right attitude.
14:27We love it, you love it, everybody loves it.
14:30Let's dance to the chicken beat.
14:32Boom, ch, ch, boom, ch, boom, ch, boom, ch, boom, ch, boom, ch, boom, ch, boom, ch, boom, ch, boom, ch.
14:40But the other thought is that come Friday night when you've got a queue out the door, people
14:46are gonna be tested and their character's gonna be tested.
14:49So, you know, if they can go out of that comfort zone and still show that personality,
14:54then we know when the chips are down they're gonna be the same.
14:57Life is life, guys.
14:58Okay?
14:59I'd love to be able to give absolutely every single one of you a job.
15:01Good luck in the future and I hope I get to see a lot of you working for us in KFC.
15:06400 people applied James and his team of managers have to whittle it down to
15:11their final 50. First up we have Jenny. Absolutely brilliant. Best in the room. The crazy world child from the start yeah. She is going to push and test. If she's going to happen with something she's going to let you know and she's going to let you know in a big one. I think she'll be brilliant. Cool. You have to look at it for the best of the store for the best of the business. Never really came out of a shell did she?
15:34It's not particularly fun to do. You know we've all been unemployed and trying to get jobs when we were younger but unfortunately that's just the role and you have to accept that and do the best you can. I want a bit of oomph in people and it just looks to me like it's going to be so lethargic and you're not going to get out of it what you need to get out of it because you need to think of productivity as well.
15:54Not all KFC staff are at the beginning of their working lives. On the burger station in Denton Rock are team members Lorraine and Dawn.
16:07I think it's at work. I was at Mollison's supermarket. What did you do? I was a doll bum.
16:21No I weren't there. I've been working chambermaid but before that I've not really had a job. I haven't been at home with my kids.
16:30But now you've got to go to work haven't you? Yeah. Job's a job at the end of the day. I don't really want to be a doctor or anything like that. Just want a little job. And it's not hard really.
16:43Yeah. We have lots of students for example who are at university and getting degrees.
16:51Mmm barbecue sauce. We have lots of people who have chosen not to go to university and to try to build their career in a different way.
16:59And the two words that actually people most often describe working at KFC is fun and friendly.
17:05Did you go on that night out?
17:07Yeah. Rubbish. The most why I have ever been to.
17:10Why? Rubbish.
17:12Why? It was just rubbish.
17:14Yeah.
17:14Did you hardly let anybody there?
17:17Where was it?
17:17I felt like a pensioner.
17:20You felt like a pensioner?
17:22Yeah.
17:22You will be soon.
17:24Of course I was today.
17:26When I was three I wanted to retire at 50. Now I'm 50.
17:32You want to retire now?
17:33I want to retire. I don't know.
17:36There's a meal for you to grab a drink.
17:38You should be able to retire at 50 I think.
17:40Like you get to 50 you're late.
17:42Old aren't you?
17:43Excuse me.
17:43You want to chill out.
17:44You try to say I look old.
17:46I feel old sometimes.
17:49And I'm not even 40 yet.
17:51I've had a hard life man.
17:54I've got a little bunion.
17:57What else is wrong with me?
17:58Oh yeah, I've got this bunny altar on back in the front.
18:01Are you saying that?
18:01Are you not working?
18:02Yeah.
18:03Oh yeah, go and get me.
18:05I'm going doctors on Monday.
18:09Since the Colonel first came to the UK 50 years ago, his brand has become part of our fast food landscape.
18:16And that secret recipe seems to work.
18:19The customers keep on coming back for more.
18:22And more.
18:25We'll get a nice big bucket.
18:27We'll get the 10 bucket again because...
18:28What's in it?
18:30That's a mixture.
18:31No.
18:32We can get a mixed one if you want.
18:34No, no.
18:34The wicked one has got different bits in.
18:36That's right.
18:37The wicked one has different bits in.
18:38That's how it's the hot wings and things, don't it?
18:41Just prefer that.
18:42Get that if you want.
18:43And our bucket.
18:47For Margaret, Brenda and Elaine, sharing the 10-piece bargain bucket and the 2,425 calories it packs has become a weekly affair.
18:58That is spicy.
19:00Catches the back of your throat.
19:02But I've enjoyed that.
19:04It was a change from the normal bucket as well.
19:07It was.
19:08So we'll have to do that more often.
19:10What have you been out this morning?
19:11We've already been out for breakfast this morning.
19:13That's why we became ladies to lunch.
19:24The Glasgow store is one of KFC's busiest.
19:29Every year it gets through over a million pieces of fried chicken.
19:35And countless fries.
19:36Yeah, so this is a stock club, so I have to go get the stock.
19:43So that'll be fun.
19:44Bring out a lot of stuff from upstairs to downstairs.
19:47A job in fast food isn't Rico's first choice.
19:54He recently graduated with a BA in acting and performance.
19:58First and foremost, I need to get a lot of fries.
20:00How long have you been working here?
20:04Two years in April.
20:06I started off as a part-time job.
20:08I figured if I got a degree, I could get another job, but it doesn't work out like that.
20:20It's a way of paying the bills at the moment.
20:22In city centre stores, front of house staff like Rico have to deal with all sorts.
20:35Excuse me.
20:36You can't fall asleep in here.
20:37No, I'm not.
20:38I've got a story.
20:39All right, okay.
20:41Do you want a glass of water?
20:42She's just got heat stroke, so that's fine.
20:44It's the ones that have no food, that are sitting down like that, you've got to watch out for, you know.
20:49There you go.
20:50All right, what else have I sitting there for you, okay?
20:53Just take a diggie, you see?
20:55Well, guys, what's happening upstairs?
20:56It's like a big amass of staff going up.
20:58What's happening?
21:01There's a guy sleeping in the toilets, I think, so I just need to go and make sure he's all right.
21:14This happened long before I came, but there was a dead body found.
21:35I think he walked in one night to check the loos and there was a guy lying behind the loos door and sadly he'd passed away.
21:46So is there anything that's in here?
21:48There's no anything in here or have you got your stuff already?
21:53Is it all in there?
21:54Aye.
21:57Aye.
21:58Aye, okay.
21:59So what was happening in here?
22:00It was just a quick smoke, aye?
22:04That's fine then.
22:05He was in there having a quick smoke.
22:12I'm not exactly sure what he had been smoking, but after he had a quick smoke he was a bit snoozy so he was having a wee sleep.
22:20I think it goes kind of hand in hand with just exactly where I am again, you know, with kind of smack bang out in Harry Glasgow, you know, so I guess we get like a few instances of that kind of each week.
22:32That's what we're going to say.
22:33Now it's fine.
22:34It's fine.
22:35What bothers me is when they don't put their rubbish in the bin, right?
22:47I mean, I know it's a restaurant and I know that it's someone that will do that for you if you don't, but it's just, you know, I like to think of it as just call them courtesy.
22:55It's a thing to do.
22:56Fair enough, you don't want to, but it's a thing to do.
22:57Fair enough, you don't want to, but it'd be nice to be this.
22:59It'd be something less for the people on front to do.
23:02All the half-eaten food leftovers thrown away in the restaurant are binned back of store, but the big bins are only emptied every other day.
23:13Obviously our bins are outside, so there's like foodstuffs in the bin, and it's like Romanian gypsies come along and read through the bins and eat them and stuff like that.
23:33Right, guys, come on, come on, we tell you this every day, it's not safe, you need to go.
23:55They'll probably back an hour or two again, so I just have to try and kind of stop them as much as I can, just purely because it's not healthy to eat, you know, they can't have eaten that, because it's obviously been in there for a couple of days, you know, it's not good.
24:15But at the end of the day, they're not interested, I think they're just hungry and they just need to eat.
24:19Manager Mark and the Glasgow team struggle with a constant stream of people rummaging through their bins.
24:27Hi, what's what you're looking for?
24:28Car keys.
24:30So you've got a set of car keys in there, but you've got any chance of finding any car keys in there, it could be in any bin.
24:35Two girls came up, started going through the bins, they made up about three or four little brown, the brown paper bags you get from KFC,
24:45filled that all with chips, filled it all with like half a burger, chicken with the bone, you could see that it was, it had been completely eaten and the bones were there.
24:56They must be absolutely starving to have gone through all that, carry on 2014 and this is Scotland, pretty shameful actually.
25:15The people of Wolverhampton will soon be getting their fried chicken from KFC number 860.
25:25We started on site 15 weeks ago, we demolished the old existing workmen's club and then started with a clean slate.
25:36So in how many weeks from now will chicken and chips be sold inside here?
25:40Four weeks, four weeks yesterday.
25:42And running the new store will be the cream of the local unemployed youth.
25:4920-year-old Kim was one of the final 50 who made it through to this new career.
25:54I didn't think it was something Kim would do, to be honest, but Kim's had trouble getting a job and she's got a lot of qualifications.
26:03She came away with 14, 15, sorry, I'll just get this mixed up, 15, sorry, I'll probably be one off, 15 GCSEs and four A-levels.
26:17Three.
26:18I've got that one too.
26:18Three A-levels.
26:20So she could, you know, get a really good job.
26:24But in the meantime, you know, she's got this job and it ties her over.
26:29So is there just not much work around?
26:31No, I mean, everyone says, you know, it's hard to find jobs.
26:34It's just all about the time and the place, you know what I mean?
26:36But I was lucky with this one and I got it.
26:39It was good.
26:41Today, Kim and the two Jennys are at a nearby store where their new manager, Norman, is going to get them up to speed at the front line.
26:50Norman, that's Jenny.
26:52Hi, Jenny.
26:53Nice meeting you.
26:53Jennifer and Kim.
26:55Hi.
26:55Hi, Kim.
26:57Well, welcome to the KFC girls.
26:59Today is the beginning of your training.
27:01We will take you to the store induction.
27:03Thanks, Sasha.
27:04First thing first, hand washing is a big thing in KFC.
27:08So every time you enter from the back of the house, the first thing we do is we'll wash our hands.
27:13Great job.
27:15Kim, I'm going to pay you up today with Carol on the front counter.
27:19The last job I had was an elf and that was only for a couple of weeks.
27:22The last job you had, you were an elf?
27:24Yes.
27:25As in a little green elf?
27:26Yep, as in Santa's little elf, Renegro.
27:28I'd do it all year if I could, but sadly I can't.
27:32We'll have a new starter, Kim.
27:33Make sure you look after her and make her feel home, yeah?
27:35Oh, yeah.
27:36It's exactly four weeks to go before we open the brand new store.
27:41And the biggest, biggest, biggest focus is to train these people right.
27:46The biggest bonus box comes with eight or twelve pieces, two one side order, mega box, one piece, minute, minute, two.
27:55It's quite a lot, isn't it, to learn?
27:56Yeah, definitely.
27:57But if I just go through the menu, I mean, we get a free meal every time we work here, so if I have one, every time I work here, I'll genuinely learn it from eating it.
28:04While Kim has been spotted as having front of house potential, I'll pay you up with Danny on the drive-thru.
28:13The two Jennys have been stationed at one of the most difficult positions, the drive-thru.
28:18Hiya, can I take your order, please?
28:20At first it will be tricky, I'm not even going to lie, but it gets a lot easier.
28:25Are you ready to go?
28:26Right, we just need a car now.
28:34We're waiting for Armageddon.
28:43Hello, welcome to KFC, can I help you?
28:47Pardon?
28:50Okay, that's £2.78.
28:53You've got to drive through.
28:56I'm so happy.
28:59Jenny!
29:01So happy!
29:05That was shaky, look at least.
29:10Yay!
29:12Oh my God.
29:13How'd you do?
29:14There you are, mate, thank you very much.
29:17Bye-bye.
29:19How did you find that?
29:21No, that's simple, that's cool.
29:22Do you guys think in three weeks you'll be set to take a store over by yourselves?
29:25I really hope so.
29:28Yeah.
29:28Yeah.
29:28And I've been you put some barbecue ranches in place when I left school my parents came home with a job application
29:55and told me that I was officially going out to work started off as a part-time cook then
30:01I've been with KFC for ten years
30:09No, no way
30:13So when you first join KFC it's really exciting to want to try everything and then by time you've tried everything five times
30:20You're bored. So I haven't actually eaten KFC for a long long time
30:25Not only that I've gone on to a diet as well. So that's another reason why I stopped eating KFC
30:30I weighed just over 14 stone
30:33Went on a diet started gymming
30:36Stopped eating KFC and now I'm down for eight stone too. And if I eat KFC food, I'll eat a salad wrap
30:42No chicken. As a staff trainer Michelle has to make sure everyone understands the company's rules on cooked food
30:50And what? Pass me these three pieces so I can scrap it
30:53Yeah, thank you
30:56These time tags allow ten minutes in here. So if you have a look it was on a black side
31:01It's now black five. So this will now go into the scrap bin
31:06This is all from today
31:09There's 24 hot wings
31:12Which is a lot
31:14So that customers don't have to wait too long all stores cook the chicken before it's ordered
31:22But it can only be held for a certain amount of time and if it isn't sold by then they have to bin it
31:28The burgers can stay for an hour. How long does the popcorn stay there for? 15 minutes?
31:33There you go mate
31:34Fries are every five minutes simply because they become floppy and not a lot of people like it
31:39I actually kind of like look warm chips. That's the way I like chips
31:41You put that up a bite and then after they're expired
31:44It's just in the bin
31:46Easy as that
31:52They pride themselves on the food being fresh, don't they?
31:55So it gets wasted
31:57I don't know what they do with it actually
31:59What? Have you done it?
32:03Well why didn't you tell me?
32:05Stupid
32:07Where's the girls?
32:09I don't know
32:10Just think of all the starving children
32:23It breaks my heart
32:25Because to me I know obviously it's out of time
32:28But I would still eat that product even though it's out of time because I still know the product's okay
32:33And the worst I think is at winter as well you know when you have got people out on the streets and they're freezing
32:41They've had nothing to eat and we're
32:43Just chucking it away
32:4526 hot wings
32:4728 minis
32:4939 bites
32:51That's up until 2 o'clock this afternoon
32:54We've still got another 12 hours of trading
32:57That's now just gonna go in the bin
32:59Do you know where it ends up?
33:01We put it outside, we don't know where it goes then
33:04But it doesn't go to anybody to eat
33:08These strict rules mean that every KFC throws away nearly 3 tonnes of unsold chicken a year
33:15It's collected as rubbish by local city councils
33:18A brand new store in Oxley
33:24Built and ready to open in just 18 weeks
33:27In a few days the new team will have to run it
33:30For 20 year old Jenny it'll be her first full time job since leaving catering college
33:35All these trainees are gonna be running the store by ourselves with like no help
33:39Yeah, so how's the pilot?
33:41Because of my age, it's £5.3 an hour
33:45Yeah
33:46Yeah
33:47Have you started cooking?
33:49I'm allowed to cook, yeah
33:50I don't think I probably will be allowed to cook at the... I'm only on hotel
33:53Yeah, but that's rubbish
33:54How long did you do college for in the catering?
33:56For a year, I was a professional cookery
33:58But at the end of the day it's a job
34:00And I need a job
34:02It's better than being on the dole
34:04Are you guys excited?
34:09Very
34:10As one of the area's most successful managers
34:12Norman has been picked to run Oxley
34:14He's taking some of his new team to see the finished store for the first time
34:18We should all open the front door together
34:20Yeah
34:21Alright, that's a game now
34:23Try to get everyone together on this key, yeah
34:25Go
34:27Well done
34:28Yay
34:30So we'll quickly show you the way the magic happens
34:34The heart of the store
34:36The back of the house
34:37Everything's literally shiny, everything's so shiny
34:40I thought when you have new shoes you don't want to scuff them
34:43And everybody wants to touch stuff but nobody actually wants to mess with anything
34:48Because it's so brand new
34:49It's like you know when you buy your own new house and you get the keys for it
34:53And it's like the feeling you get, I'm kind of getting the same feeling
34:57This is like ours, it's our store
35:00You know like in years to come you're like, you know I was here, I made history, I opened a store
35:06The chicken frying empire runs on oil, rapeseed cooking oil
35:15A whopping 13 million litres every year
35:18Use a scraper, put a scrape off the sides here
35:23Cleaning the fryers is a constant chore
35:26And then you drop the oil, there's a lever under here
35:29Just turn that lever over
35:31After it's been filtered and reused for four to five days
35:34The leftover oil will be recycled into biofuel
35:37And the chicken scraps collected in the bottom of the fryers used to make the gravy
35:43It's funny because it actually doesn't look very appetising now
35:48It doesn't
35:50But a lot of people go crazy over our gravy so it must work
35:54Once the scraps are mixed with the Colonel's own gravy mixture
35:58They sell nearly a million and a half gallons of it every year
36:01Making gravy their best selling side order
36:04And that's that, ready to pump up again
36:09At the Brixton branch, head office has asked Michelle to pioneer a new scheme
36:20Which they hope will solve their chicken waste problem
36:23You understand the project we're doing with the waste?
36:26So at the waste, when we chuck the food away, you understand what we're doing
36:31When our food expires, we'll put it into a fillet bag
36:35We label it and we bring it to the freezer, okay?
36:40So in here, it says food donations only
36:44We place the food inside
36:46This will now go to charity
36:48Charity?
36:49You know charity?
36:50So where we have homeless people
36:52Where there's people that can't afford food
36:55Yeah, I know charity means homeless people
36:59Okay, so all this will go to that
37:04I'm making macaroni and cheese for vegetarians today
37:10That looks lovely
37:15Marla volunteers at a local community centre
37:18Cooking meals from food donations served for free on Friday evenings
37:22Wow, look at that, that's gooey
37:25Soon she'll be adding fried chicken to the menu
37:28People are in crisis at the moment
37:30So they know they can always come over for some dinner
37:33And the more chickens we have
37:35Then we can actually extend the days that we cook them
37:37So man shall not live on bread alone
37:39But on care of C2
37:44I don't think she's expecting the amount that we have in the freezer
37:47So it will be really, really nice to see her face
37:50And her reaction tomorrow when we give her that chicken
38:05KFC number 860 is almost ready
38:08It's opening day in Oxley
38:10So how are you feeling?
38:13Nervous
38:14I'm excited
38:15Really am excited
38:16There's going to be a lot of people
38:17If you're generally starting now
38:18Like you know that we're opening soon
38:19I got up extra early this morning
38:20Just to even get ready and stuff
38:21So it's just exciting really
38:22You wouldn't think it'd be happy to start at KFC in a new job
38:23But I'm excited, I'm ready to go for it
38:24I'm ready to go for it
38:25At 11am
38:39The staff will serve their very first customers
38:43But there's one person missing
38:45Kim has been bitten by a dog
38:49My face is in a little bit of a mess
38:52in a little bit of a mess. I've had about 20 stitches.
38:56I'll show you a picture of it. It looked absolutely horrendous when it was
38:59just done because it was really swollen. That's it when it was
39:03all split open. It looks vile. And then that's
39:07like the day after with all the swelling and that.
39:11The new stores opening and that and I was really excited. It sounds daft but
39:14you know everything was going to be so nice and shiny and that but
39:17obviously I'm not really working for the next couple of weeks but Norman says you
39:22know everything's all right I've still got a job. It's one of those things isn't it
39:25you gotta deal with it. But I'll be fine.
39:28There you go that's for you. The mayor is coming down all you need to do is just
39:33stand by the front door and kind of. The mayor of the Wuramton?
39:37Hi morning guys.
39:38Morning.
39:39I'm going to give her Norman. Are you all right?
39:41Norman you all right?
39:42I was just trying to place an order there but.
39:44I think it's too early for the order.
39:48There you go.
39:50Yeah.
39:50It's very rare that I get flowers it's always various and I keep complaining and I say well
39:55I do all the work and he gets all the flowers and the chocolates. I'm really grateful.
40:00All right and that's called our kitchen.
40:02Yeah right here across the stuff room.
40:06Good thing about KFC is 70 percent of our time we talk about our people
40:11rather than talking about the chicken and chips.
40:12That's good.
40:13Yeah.
40:14You're going to make them feel that they're part of the family.
40:18Yeah that's true.
40:18All right.
40:19If you go the extra mile your staff will go extra two miles.
40:23If you could be on that side that's pretty good.
40:25We'll put some staff close over to this side and then some staff behind this
40:30over there.
40:31Cut it.
40:32Yeah.
40:32Okay.
40:33Get to it when it comes up.
40:34Yeah.
40:35Yeah.
40:36Yeah.
40:36Well done.
40:37Well done.
40:38At Denton Rock Beth may not be aware of it but she too has a big day ahead of her.
40:45Assistant manager Lucy is in charge today and is keen to keep Beth's work up to standard.
40:50Lucy do you think I'm good at my job?
40:52I know you are.
40:53See.
40:53Well you're on your own.
40:54You're on your own.
40:56I am.
40:57Well you're on your own.
40:57If you're with Leah it's the same thing with Leah.
41:00That day two of them cleaning that thing took half an hour.
41:03Yeah but when we're busy then I don't ch-ch-ch-ch.
41:09Yeah I'm feeling harassed, attacked, I'm going to ring friggin' Childline, I'm not impressed.
41:22Yeah the first car of the day.
41:26I have a Zinger Tower meal.
41:31Throughout their careers in-store teams are constantly monitored to ensure standards are
41:36maintained.
41:37Although they don't know it, today team Denton Rock are due a CER inspection, KFC's equivalent
41:44of internal policing.
41:45My job is essentially to go and measure the standards that the guys in store deliver on
41:50a daily basis.
41:51Do you know what I'm scared of?
41:53Things like Jeremy Kyle.
41:56They're completely unannounced visits, but a wee bit like the men in black, we kind of
42:02drop in when they least expect it.
42:04I was watching the thing right, and it was basically like a load of people and they was
42:08like, I've cheated on my girlfriend with a boy.
42:11I'm like wait, you guys waiting for this?
42:13That's it.
42:14And basically I watched about six episodes of it, went to sleep and I did not sleep a wink
42:20through the whole night.
42:21I was that scared.
42:22We'll just go in here.
42:23Drink a town meal.
42:24There you are.
42:25Just grab me a drink for you.
42:27What?
42:28See?
42:29See ya.
42:30They're here?
42:31Yeah.
42:32Oh my God, stop it.
42:33See ya.
42:34See ya.
42:35See ya.
42:36See ya.
42:37They're here?
42:38Yeah.
42:39Oh my God, stop it.
42:40See ya.
42:41See ya.
42:42Yay, man.
42:43See ya.
42:44I've got a nose ring in.
42:45Oh my God.
42:46Oh my God.
42:47I'm shitting it.
42:48See ya are here, which are like...
42:51Oh my God, stop.
42:53I've got my nose ring in.
42:55Why have you got him back and see ya?
42:58With an inspection about to take place, Lucy wants Paul, her manager, to come in as backup.
43:04Paul, see ya.
43:05Don't sit, Lucy.
43:06Just get your house in here now.
43:10What's that chicken?
43:11Can I have another forehead going down straight away, please?
43:13Another 20 minutes as well, please?
43:17Hiya.
43:20Why are you taking your dressing room?
43:22Because basically we've got CEI, you're not allowed to jewellery.
43:24The only reason I had it in today is because it's got infected.
43:28So obviously I've had to take it out.
43:30But I can't do it.
43:33I swear this wasn't in the fucking contract.
43:38Is there a manager about today?
43:39Yeah.
43:40Who's the child?
43:41Yeah, it's like Lucy, you know, she's a different rat.
43:43How are they?
43:45Voila.
43:49How's it going?
43:50Oh, well, it's not bad.
43:51That's a friggin' sprint off as soon as we've seen his car.
43:55She's lost points and I can't be in jeopardy of that.
44:02Hi.
44:03Well, hello, how are you?
44:04Hiya.
44:05Good to see you again.
44:06Good to see you.
44:07Everyone panics because CEI is like the most important thing.
44:11Because if you fail CEI, then it just escalates into some massive hoo-ha.
44:17Checking's lovely and hot.
44:19Is he?
44:20Yeah.
44:21What?
44:22It's like the head seats come into your classroom basically, but a lot worse.
44:29But if everything's perfect, then we don't have anything to worry about.
44:32What?
44:33Let me see if he's right here.
44:38Can we see if he's right here?
44:39Yeah.
44:40Okay.
44:41Okay.
44:42Okay.
44:43Order number 1017, I'm only for one.
44:46It was so dead for like the first hour and a half and now it's like crazy.
44:5110.18, I've got a tap box.
44:55Can I bring a tower, please, guys?
44:573-0-4-3.
44:59Within two hours of opening, Oxley has already attracted nearly 500 new customers.
45:06We've been waiting a long time for the KFC close to our house.
45:10So we're very pleased, aren't we?
45:13Yeah.
45:13We've watched it come up from nothing, and we keep coming past and saying,
45:17oh, it looks close, it looks close.
45:19And today it's open, so we've come.
45:21So would you say you're going to be regular, sir?
45:24Hopefully not too regular.
45:25We do have a few pounds.
45:34You've never experienced one until you stab corn.
45:38Why?
45:38Would you say you're enjoying your time for the KFC?
45:41Um, yeah.
45:43It's not as bad as what it could be, so...
45:47Like, it could be a lot worse.
45:49Plus our uniforms look better than McDonald's.
45:51Imagine if you're in public and you're in green trousers and a yellow shirt.
45:55They're just going to look at your ears.
45:56This is 19-year-old Travis's first paid job.
46:00He's had to remove his jewellery, including the stretchers from his ears.
46:04If it's company policy, I'm going to follow the rules, because I'd rather work here than wear
46:10stretchers.
46:11But it's just, like, it's more hygiene towards the company, because, like, if they drop out
46:18in someone's food, they can get sued, so it's kind of understandable why they do it.
46:23It just makes customers look at my ears weird, though.
46:26Why?
46:27Because they look like cat's arse, it's because they shrivel up and then they get so dry.
46:34So, I've got three, zero, four, five, I've got two mighty buckets.
46:38Despite having just finished a marketing course at college,
46:42Travis's first proper job is the fries station.
46:53I am sweating from head to toe.
46:55I do fries, and the heat is just tremendous.
46:58I feel like I'm getting a suntan from it.
47:00I like syrup, I feel like I'm burning.
47:02So, like, pain and suffering you have to go through to make customers happy.
47:08It's a good job, so...
47:09It is, yeah.
47:10It's not that bad.
47:12I'm at uni.
47:13Obviously, you're in college or whatever.
47:15No.
47:15Not at all.
47:16Like, I'm using this job, because, like, whether I'm stuck here forever or not, it's still a
47:20step in, so it kind of gets me into what work life's like.
47:25Yes, it is.
47:26You can just learn for that for the future.
47:30Okay, thank you.
47:32The inspection at Denton Rock continues.
47:38That's him, no, it's facing out.
47:40And Paul, the store manager, has arrived.
47:43Paul's here.
47:44That's how important it is.
47:45He never comes in for nothing.
47:47Hiya, mate.
47:48Hiya, baby.
47:49Hiya, not bad money.
47:50How are you?
47:50I'm all right.
47:50Did he get here within two seconds?
47:54He's clearly not showered.
47:56In an inspection, a store can lose marks for anything that deviates from approved procedure.
48:05Just get a wee bit of build-up in here, you know, you just need to get that off.
48:09It's designed to ensure that customers get the perfect fast food experience.
48:13Not too much in a naughty book so far.
48:16It's not a good time.
48:18Lucy.
48:20Someone has asked for the manager.
48:21I think there's a complaint quick.
48:24Secretly.
48:24A complaint from a customer is an automatic deduction of five points.
48:29I came in last night.
48:31Yeah.
48:31And got an order.
48:33And when we got home, and it was too far to come back, half of the stuff went missing.
48:40We had no drink.
48:41There were no corn.
48:44There were one lot of chips missing.
48:47It was quite disappointing.
48:49We'll give you 20% off your next order, and then we'll replace, like, the everything that's missing.
48:53Is that OK?
48:55Yeah.
48:56That was magnificent.
48:57Really, thank you.
48:59Oh, my God, it was so close, but they didn't realise that someone was in.
49:02That's why I was trying to keep it so discreet.
49:04I was like, I'll give you this and this and this.
49:06It's a stinky cough.
49:08I am.
49:09But it was a close call.
49:12Hey, how'd you feel it's meant today?
49:14I never know.
49:15You never know?
49:15No.
49:17Is it a pass?
49:18I'd like to get a few more of the team around to...
49:21To goodness.
49:22Aye.
49:22What's the pass, Mark?
49:2318.
49:2480%?
49:25Yeah.
49:25Here's the moment of truth.
49:26Can I have a drumroll, please?
49:28Ooh.
49:29Here we go, guys.
49:30Here we go.
49:31You ready?
49:32The number's going to appear up here.
49:3481.
49:35Woo!
49:39Yes, I can smell it.
49:40I can breathe again.
49:41I can breathe.
49:43No, a fantastic job, guys.
49:44Well done.
49:44Great.
49:46Beth, there's a wee bit of recognition for you.
49:49Ooh, thanks.
49:51Everyone loves chocolate, right?
49:52I'm on a diet, but, yeah?
49:53It's always a great feeling to pass and then get recognised.
49:57What does it say?
49:59Beth, for showing great interaction with customers today.
50:03Good on you, well done, Beth.
50:05Awesome work.
50:07Big smiley face.
50:10And some chocolate.
50:15It looks amazing.
50:16Last time I was really here, it was a shell.
50:20After recruiting the team for Oxley, area supervisor James is back to see how they're coping on their first day.
50:26We just kind of step back and just go, wow.
50:30You know, kind of.
50:30You had to stay out of the way.
50:31Yeah.
50:3212 wins.
50:32Yeah.
50:3212 wins.
50:32We've got to this.
50:35One word, family win.
50:36So we've provided the family with the house.
50:38The family have come together.
50:39And this is what we've got.
50:41So, yeah, it is exciting.
50:43And it's quite heartfelt as well.
50:45You do feel it.
50:46Seeing all the guys from where we first taken them off from to where they are today.
50:49So it's very good.
50:50And we've got other things before that we've got.
50:53Right, just watch your backs for a second with your steam.
50:56That's one.
50:57I'm too generous to say no.
51:08So any odd job that needs doing, I'll get stuck with it.
51:14It's so tiring though.
51:16At the end of the first day, Team Oxley have sold 2,500 pieces of original chicken and 250 zingers, 300 fillets, 1,900 minis, and 1,700 hot wings.
51:36Total takings of nearly 9,000 pounds.
51:40It was a really good day.
51:41It was great.
51:42Amazing.
51:43I was really dreading it because I was like, oh my God, imagine if anything went wrong.
51:48But to be honest, like, everything went like that way.
51:51I know I'm going to sleep good tonight as well as happy to.
51:54So I'm going to come back tomorrow refreshed and willing to do the same again to Daddy today.
52:02In Brixton, it's the first day of the new charity food collection initiative.
52:06Marla is coming to pick up the leftover chicken.
52:09Could be one wing or two, just a breast and a thigh, you know.
52:13I have that, so that's fine.
52:15Hey, hello there.
52:17How are you?
52:17I'm good.
52:18You're all good to see.
52:19I am excited.
52:20I can't believe this is happening really.
52:22It's KFC.
52:22Are you ready?
52:24Yes.
52:25What?
52:27Altogether with you, 711 bits of chicken.
52:30My God, I still can't register.
52:32That's quite a lot.
52:33So that's chicken on the bone, fillet and singers, but altogether the total is 711 individual bits of chicken.
52:40Gosh, that's a lot.
52:42I can't believe it.
52:43People will be happy.
52:44They'll have a good, healthy meal.
52:46This is all about the calories.
52:49Oh, fantastic.
52:49So it's not fattening.
52:50Well, of course it's fattening.
52:53It's fattening.
52:53She's just fattening.
52:58So one piece of chicken, depending on what it is, the highest amount for one piece of chicken is 340 calories, which is the side breast.
53:06My God, that's a lot.
53:08I don't think I'll be taking this anymore.
53:09I don't think I'll be taking this anymore.
53:39How are you going to carry this?
53:50Right, I'm going to phone my driver and try and see if you're going to pick me up.
53:54No, Prakash, that's too much.
53:55That's, you need to zip it, sir.
53:57So that's one box, Mona.
54:00There's two more boxes left.
54:02That went really well.
54:03Don't think she was expecting it.
54:06It's a massive relief.
54:08It's happy.
54:09Happy, happy, happy.
54:22Hi, we're going to get you.
54:23Yeah, big daddy meal, please.
54:24The new recruits at Oxley have now been working for a month.
54:27It's still been busy.
54:29Yeah.
54:30Insane.
54:30There's your drinks, sweetheart.
54:33You become proud of yourself at the end of the day, especially when it's busy because you've managed to get through it.
54:39I don't know where the time's gone.
54:43It's scary to think that we've been here for a month and it doesn't feel like I'm working.
54:47I just feel like I'm just, you know, just being here with family, I guess.
54:50So it's lovely.
54:51I love it.
54:51All right, guys, everyone, Carlos, come and do you want me to pick, yeah?
54:55Yeah.
54:56Okay, good.
54:57Do you want the news now?
54:58All right, team, just wanted to share the big, massive news.
55:02Do you know, we've been open for about four weeks now.
55:04We have, we have a quarter of a million pound in the house.
55:14And, and to take that quarter of a million pound, we have sold 80,000 pieces of chicken.
55:24So, well done, guys.
55:26It might not mean a lot to a lot of people, but I think to us as a team and as a store to know that we've made that much and sold that much,
55:33it's fantastic, to be honest.
55:36I was there, I was, I actually thought we were going to announce when I was getting married, but that was even better.
55:42What James said was right, how we kind of like get people from different backgrounds, different culture,
55:48totally different people, all these 56 people coming together and working as a team and then turn into family.
55:55It's just amazing.
55:56Not everyone actually joined the Oxley family.
56:04Kim never started work and returned to college to train as a teaching assistant.
56:09At the moment, I want to get the teaching assistant thing going,
56:13but you never know, in a few years' time, I might even do a degree and become a little teacher.
56:16Why not?
56:17My options are open.
56:18Travis left Oxley after two weeks and now works in a bar.
56:25It was just not a good place to work.
56:28I went there to gain skills and everything and then when I was actually working there,
56:31I couldn't gain the skills because I was always made to sweep up or go and litter pick
56:35and if I wanted to be a cleaner, I'd apply for a job to be a cleaner.
56:38It's safe to say, KFC wasn't right.
56:40No, it wasn't right for me.
56:42They bring them in young, they mould them into that ideal employee,
56:45what they see fit in their eyes, which is basically a robot.
56:50Don't get me wrong, there are people that enjoy it, but those people must be crazy.
56:57Next time, KFC launch a brand new range.
57:00Pulled chicken?
57:02Not got a clue.
57:03It must be the weather it's produced.
57:06Derek, do you know what a pulled chicken is?
57:07No.
57:07As Beth and the team at Denton Rock plan a family fun day to boost sales,
57:15I don't like a pillock.
57:17The new product team tries to secure the company's future by devising healthier options.
57:22This looks amazing.
57:23Who's going to make this thing?
57:24I would buy this.
57:27And testing them out in Glasgow on their core customers.
57:30It's a little bit more like dog food, to be honest.
57:37It's a little bit more like dog food, to be honest.
57:56It's a little bit more like dog food.
57:56You can do different things.
57:59It's not easy, it's easy, it's easy.
58:00Because I think God iy Black mode maketh organisations on their ledge.
58:03Because everything is funny, because I want them to rip up another aspect body.
58:05Their dahil bir ohmi離ere gorpet.
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