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

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: k.e.morrey@bham.ac.uk
  View our staff values and behaviours here
  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

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.