Brian Armstrong
Customer-focused Operations Leader
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About
Customer-focused Operations Leader with 20+ years' experience delivering high-performance service environments. Proven ability to lead teams, manage stakeholders, and deliver measurable improvements in customer experience, cost control, and operational performance. Experienced in regulated, safety-critical environments aligned to Ministry of Defence standards.
Combines commercial awareness with structured, process-driven delivery—well suited to customer, project, and operational roles within aerospace and defence.
Experience
Branch Manager - Screwfix
(2021-01)
Lead customer-facing operations, delivering consistent service and commercial performance. Manage, develop and coach high-performing teams, improving engagement and capability. Own KPI delivery, identifying trends and implementing improvements across performance metrics. Ensure full compliance with H&S, audit, and operational standards.
- Led area implementation of Rotageek to optimise workforce planning and align labour to budget (96.1% vs target), while delivering +11.1% LFL growth and +43.5% trade uplift, achieving £55.3 contribution alongside NPS of 94, 98.5% stock availability, and full audit compliance
Assistant Manager - Screwfix
(2018-01 - 2021-12)
Supported full operational delivery, including recruitment, training and performance management. Maintained high standards of customer service and compliance across store operations. Utilised SAP HR and stock systems to support reporting and decision-making.
Assistant Manager - Maplin Electronics
(2015-01 - 2018-12)
- Improved KPI performance by 8.5% through coaching and process improvements
- Achieved 2nd in division for sales growth and improved operational controls
Tech Support Team Leader - Tesco
(2009-01 - 2015-12)
Led customer support team, managing service delivery and escalations.
- Reduced product returns by 17% through improved diagnostics and team coaching
Portable Appliance Tester - Fujitsu Contract
(2001-01 - 2009-12)
Delivered testing services in MOD and commercial environments. Conducted risk assessments and ensured compliance in safety-critical settings.
Education
City & Guilds Level 3 - Inspection & Testing
CompTIA Tech Support Certified - CompTIA
City & Guilds Electronics - Electronics
