Sales & Service Capability Manager in Wolverhampton

At Places Leisure, part of the Places for People family, we believe in hiring people, not numbers. If you’re passionate about making a difference, we’d love to hear from you. Experience and track record matter, but what truly sets you apart is living our People Promises:

• Doing the right thing – acting with integrity and care.
• Being enthusiastic and motivated to grow – bringing energy and a drive to improve.
• Believing in community spirit – fostering connections and inclusivity.
• Showing respect – valuing colleagues, customers, and the wider community.
• Enjoying your work – creating positive experiences every day.

As the UK’s leading Social Enterprise, we’re dedicated to building inclusive, thriving communities for both our customers and colleagues. Whether you’re supporting fitness, wellbeing, or leisure activities, you’ll be part of a team that cares about people first.

More about your role

As our Sales & Service Capability Manager you will take ownership of sales and service capability across all Leisure sites, defining standards, behaviours, and frameworks that support commercial objectives and seamless customer journeys. You’ll design and deliver engaging training programmes, identify skill gaps, and ensure frontline teams have the tools and resources to perform effectively. You’ll monitor performance, use data and feedback to drive improvement, and collaborate across Operations, Learning & Development, Marketing, and Customer Experience. You’ll also review processes, refine systems, and champion a culture of continuous learning, accountability, and excellence to maximise customer satisfaction, conversion, and retention.

Essential Criteria

• Proven experience in sales, service, or operational roles, developing team capability and driving performance.
• Experience in customer-facing, multi-site, or membership-based organisations (e.g., leisure, retail, hospitality, or fitness).
• Background in learning and development, training, or coaching teams to deliver consistent capability against a defined framework with skills in creating simple, engaging training tools that operational teams can implement effectively.
• Strong understanding of sales processes, customer service principles, and performance drivers across acquisition, retention, and satisfaction.
• Practical knowledge of sales systems, CRM tools, and process improvement.
• Collaborative, with experience working cross-functionally across Operations, HR, L&D, and Marketing.

More About you

You have proven experience in sales, service, or operational roles, developing team capability and driving performance across customer-facing, multi-site or membership-based organisations. You understand sales processes, customer service principles, and performance drivers, and can design simple, engaging training and coaching programmes that operational teams can implement effectively. You’re familiar with learning platforms, CRM tools, and process improvement, and you communicate and motivate confidently with both frontline colleagues and senior stakeholders. Highly organised, proactive, and collaborative, you thrive in fast-paced environments and are passionate about health, wellbeing, and helping people live more active lives.

Benefits

We are a large diverse and ambitious business, which will give you all the challenge you could wish for. We know that there’s always more we can do to make you smile, that’s why we offer a comprehensive benefits package with each role, yours will include:

• Competitive salary, with a salary review yearly
• Pension with matched contributions up to 7%
• Excellent holiday package – 33 days annual leave (including bank holidays) with the option to buy or sell leave
• Cashback plan for healthcare costs – up to £500 saving per year
• A bonus scheme for all colleagues at 2%
• Training and development
• Extra perks including huge discounts and offers from shops, cinemas and much more.

What’s next? If you meet the criteria and are ready to make the next step in your career then click apply. You will be redirected to our careers site where you can discover more about the role, read a full job description and apply directly to us. As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all. We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We’re happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you’re looking for support with your application, please contact our skills and employment team on.

If you are a recruitment agency please note we operate a PSL and do not take cold calls.

Safeguarding

At Places for People, safeguarding is everyone’s responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect. We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment. By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities.