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:
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Doing the right thing – acting with integrity and care.
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Being enthusiastic and motivated to grow – bringing energy and a drive to improve.
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Believing in community spirit – fostering connections and inclusivity.
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Showing respect – valuing colleagues, customers, and the wider community.
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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.
So, what are you waiting for? Join a community that cares about you!
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%
- Extra perks including huge discounts and offers from shops, cinemas and much more.
