Service Excellence Training Manager

Sodexo Group; Newcastle upon Tyne; On-site; GBP 35,000 - 37,000; Full time

Benefits offered by this job

Free onsite parking

Free meals on duty

Employee Assistance Programme

Sodexo Discounts Scheme

Job summary

Sodexo Live! Newcastle United FC is seeking a Service Excellence & Training Manager to shape the guest, fan and employee experience across a world‑class venue.

You will champion service excellence, develop future talent and lead learning across hospitality suites, premium dining, bars and concourses. You will design engaging training, onboarding and development programmes for casual and permanent staff, build playbooks and standards, and partner with leaders to drive engagement and performance

Qualifications

• Experience in hospitality, stadia, events, hotels or premium service environments.
• Proven track record delivering service excellence or quality improvement programmes.
• Experience designing and delivering training, coaching and development programmes.

Responsibilities

• Lead the service excellence strategy across Newcastle United Football Club.
• Design and deliver onboarding and development programmes for casual and permanent colleagues.
• Create learning content, playbooks and standards for hospitality delivery.
• Build relationships with operational leaders to identify talent and development opportunities.
• Drive employee engagement, learning participation and career progression.
• Analyse guest feedback and service metrics to improve customer experience.
• Support community employability initiatives and employer reputation.
• Deliver learning experiences for major matchdays and large events.

Skills

Hospitality experience

Customer experience

Training design

Coaching & development

Leadership

Stakeholder management

Organisational skills

IT and LMS

Tools

LMS

Microsoft Office

Job description

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

Job Introduction

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.

What You'll Do:

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.

For a full list of responsibilities please view the attached job description

What You Bring:

• Experience within 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.

What we offer:

Working with Sodexo Live! is more than a job; it’s a chance tobe part of something greater. You’ll belong in a company and team that values you foryou;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 enable colleagues to grow and succeed throughout their career at Sodexo, including a variety of learning and development tools.
• Cycle to Work Scheme to help colleagues to do their bit for the environment whilst keeping fit.
• Volunteering Opportunities to enable all colleagues to help support worthwhile causes in our communities.
• Flexible and dynamic work environment

Sodexo reserves the right to close this advertisement early if we are in receipt of a high volume of applications.

About Sodexo

At Sodexo, our purpose is to create a better every day for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On‑Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services.

We are committed tobeingan inclusive employer. We are a forces friendly employer. We welcome and encourage applications from people with a diverse variety of experiences, backgrounds, and identities. We encourage our employees to get involved with our Employee Networks such as Pride, Sodexo Parents & Carers, Sodexo Disability, Ability network, So Together, Generations and Origins.

Sodexo Disability, Ability network, So Together, Generations and Origins.

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.