Service Excellence Training Manager

Service Excellence Training Manager

• Newcastle United Football Club, St James Park, Newcastle Upon Tyne, NE1 4ST
• £35,000pa - £37,000pa + excellent benefits
• 40hrs pw 5/7 flexibility required
• Free onsite parking
• Free meals on duty

At Sodexo Live!, we're not just serving food, drinks and hospitality experiences. We're creating moments that fans remember for a lifetime.

We're looking for an inspiring Service Excellence & Training Manager to join our team at the iconic Newcastle United Football Club, where you'll play a pivotal role in shaping the guest, fan and employee experience across one of the UK's most exciting and fast-paced venues.

This is a unique opportunity to combine your passion for learning and development with your expertise in hospitality and customer experience.

You'll champion a culture of service excellence, develop future talent and help ensure every guest interaction reflects the premium standards that Sodexo Live! is renowned for.

We're seeking an energetic and innovative leader who is passionate about developing people and creating exceptional guest experiences.

If you're passionate about people development, service excellence and creating memorable experiences, we'd love to hear from you.

As our Service Excellence & Training Manager, you'll lead the development and delivery of innovative learning programmes that empower our teams to deliver exceptional experiences across hospitality suites, premium dining areas, bars, lounges and stadium concourses.

You'll:

• Lead and champion the Sodexo Live! service excellence strategy across Newcastle United Football Club.
• Design and deliver engaging training, onboarding and development programmes for both casual and permanent colleagues.
• Create inspiring learning content, service playbooks and operational standards that support world-class hospitality delivery.
• Build strong relationships with operational leaders to identify talent and development opportunities.
• Drive employee engagement, learning participation and career progression across the workforce.
• Analyse guest feedback, fan insights and service performance metrics to continuously improve the customer experience.
• Support community employability initiatives and strengthen Sodexo Live!'s reputation as an employer of choice.
• Deliver learning experiences that support major matchdays, concerts and large-scale events at one of the UK's most iconic sporting venues.

• Experience with in hospitality, stadia, events, hotels or premium service environments.
• A proven track record of delivering service excellence, customer experience or quality improvement programmes.
• Experience designing and delivering engaging training, coaching and development programmes for a variety of audiences.
• A strong understanding of customer service principles, guest journey mapping and service performance measurement.
• The ability to analyse customer feedback, service metrics and operational performance data to identify opportunities for improvement.
• Excellent stakeholder management skills, with the confidence to influence, engage and build strong relationships across all levels of the business.
• Strong leadership, facilitation, coaching and presentation skills.
• Excellent organisational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Strong IT, administration and reporting capabilities, including experience using Learning Management Systems (LMS) and Microsoft Office applications.
• A proactive, self-motivated and solution-focused approach, with a passion for continuous learning and development.
• Flexibility to work evenings and weekends and travel across the Sodexo Live! estate when required.

Working with Sodexo Live! is more than a job; it's a chance to be part of something greater. You'll belong in a company and team that values you for you; you'll act with purpose and have an impact through your everyday actions; and you'll be able to thrive in your own way. In addition, we also offer a range of resources, rewards and benefits for our colleagues and their families:

• Unlimited access to an online platform offering mental health and wellbeing support.
• Employee Assistance Programme to help with everyday issues or larger problems where you may need additional support, including legal and financial advice, support with work related issues or personal issues such as bereavement.
• Access to a free health and wellbeing app that provides rewards for maintaining a healthy lifestyle and includes access to a 24hr virtual GP and various other services.
• The Sodexo Discounts Scheme, offering great deals 24/7 (also open to friends and family) and/or the prepayment cashback card.
• Money Insights and financial benefits via the Salary Finance Platform.
• Save for your future by becoming a member of the Sodexo Retirement Plan
• A Death-in-Service benefit for colleagues who pass away whilst employed by Sodexo
• Opportunities to…