Operational Excellence Manager - Campus Services - 106264 - Grade 7

University of Birmingham; Birmingham; On-site; GBP 49,000; Full time

Job summary

A leading educational institution in Birmingham is seeking an Operational Excellence Manager to enhance service quality in their Food, Beverage and Retail department. The role emphasizes staff training, operational standards, and continuous improvement. Ideal candidates should possess a background in operational training and customer service. This position offers a competitive salary and excellent benefits, supporting a diverse and inclusive workplace.

Benefits

40 days paid holiday

Volunteering day

Occupational sick pay

Pension scheme

Qualifications

• Experience in operational training in food or retail.
• Strong knowledge of food safety and customer service.
• Ability to create engaging training programs.

Responsibilities

• Lead operational standards and training programs.
• Design and deliver training for new team members.
• Monitor and improve customer service performance.

Skills

Operational training

Customer service principles

Food safety standards

Retail presentation

Attention to detail

Digital learning systems

Tools

E-learning platforms

Job description

Position Details

Campus Services

Location: University of Birmingham, Edgbaston, Birmingham UK

Full time starting salary is normally in the range £36,636 to £46,049 with potential progression once in post to £48,822

Grade: 7

Full Time, Permanent

Closing date: 18th September 2025

Our offer to you

People are at the heart of what we are and do.

The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, andweare equally proud to be recognised as a leading global university.We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success.

We are committed to helping the people who work here todevelopthrough our sector-leading Birmingham Professional programmewhichprovides allprofessionalservices staff with development opportunities and the encouragement to reach their full potential.With almost 5,000professionalservices jobs in a wide-range of functionsin Edgbaston andin our campus inDubai, there are plenty of opportunities foryou to be able to develop yourcareer at the University.

We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate.We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are,and how we work.

Supporting our people to achieve a healthy work/life balance is important both to our employees andtothe success of the University and, depending on the role, we offer avarietyof flexible working arrangements. We therefore welcome discussions on all forms of flexible working.In addition, you will receive a generous package of benefits including 40 dayspaid holidaya year, one paid day a year for volunteering, occupational sick pay, and a pension scheme. We also have three high quality subsidised day nurseries.

The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site.On campus we have a state-of-the-art sports centre with pool, shops,places to eat and drink,our own art gallery, museum and botanical gardens.

Find out more about thebenefits of working for the Universityof Birmingham

Background

The Food, Beverage, and Retail team run over 25 retail outlets on campus, at The Exchange, Winterbourne and Vale Village, alongside all hospitality and delivered catering for the university. From hairdressers to banks, bookshops, opticians, and supermarkets, we manage a diverse range of shops and services that cater to the daily needs of students, staff, and visitors.

Food Fellows is responsible for delivering outstanding food and drink across campus. From sourcing to preparation and service, we work together to ensure the highest standards in everything we do.

Role Summary

The Operational Excellence Manager plays a pivotal role in embedding high standards across all areas of the Food, Beverage and Retail (FBR) department. This role leads on staff induction and training, defines and implements operational standards, and drives continuous improvement in customer service, food safety, product quality, and retail presentation. The post holder will manage the department’s e-learning platform, coordinate mystery shopper programmes, and create engaging materials and presentations for teams at all levels. Combining a strong background in training with exceptional attention to detail, they will work across outlets, pop-ups, and event operations to ensure a consistent, high-quality experience. This is a hands-on role, influencing day-to-day operations and long-term cultural change through structured excellence in delivery.

Main Duties

• Lead the creation, implementation, and ongoing development of operational standards and standard operating procedures across all FBR outlets and event services.
• Design and deliver engaging induction, onboarding, and training programmes for new and existing team members, aligned with brand values and compliance needs.
• Own and manage the online e-learning platform, ensuring training modules are current, engaging, and effectively rolled out.
• Deliver presentations and training sessions to large groups, as well as one-on-one or small team coaching in operational settings.
• Monitor and improve performance in customer service, food and beverage quality, retail standards, and food safety.
• Design and maintain documentation relating to operational best practice, including checklists, service blueprints, and training guides.
• Manage the mystery shopper programme, collating feedback and working with site leaders to address areas for improvement.
• Work closely with managers and team leaders to embed a culture of excellence, ensuring consistency in delivery across diverse service environments.
• Support teams in the implementation of new initiatives or changes to service models, ensuring frontline staff are trained and confident.
• Collaborate with compliance, marketing, and digital teams to ensure all standards align with broader university requirements and FBR strategy.

Required Knowledge, Skills, Qualifications, Experience

• Experience in operational training, service delivery, or performance improvement within a food, beverage, hospitality, or retail environment.
• Strong knowledge of customer service principles, food safety standards, and retail presentation.
• Proven ability to design and deliver engaging training and induction programmes.
• Excellent communication skills, with experience creating professional documentation and delivering large-scale presentations.
• Proficient in managing digital learning systems and platforms.
• Strong attention to detail and a methodical approach to documentation, process creation, and quality assurance.
• Ability to influence and build trust across all levels of the organisation, from front-line teams to senior leaders.
• Comfortable working both strategically and operationally, with a hands-on approach.
• Relevant training or coaching qualifications.
• Experience in implementing or managing a mystery shopper programme.
• Experience working in a university, public sector, or multi-site operational setting.

Informal enquiries to Karen Morrey, email: [e-mail]

View our staff values and behaviourshere

We believe there is no such thing as a 'typical' member of University of Birmingham staff and that diversity in its many forms is a strength that underpins the exchange of ideas, innovation and debate at the heart of University life. We are committed to proactively addressing the barriers experienced by some groups in our community and are proud to hold Athena SWAN, Race Equality Charter and Disability Confident accreditations. We have an Equality Diversity and Inclusion Centre that focuses on continuously improving the University as a fair and inclusive place to work where everyone has the opportunity to succeed. We are also committed to sustainability, which is a key part of our strategy. You can find out more about our work to create a fairer university for everyone on our website .