John Moran

Experienced retail and hospitality professional with over 15 years of experience in customer service, team leadership, and operational management. Currently working as a Shift Lead at B&Q, with responsibility for the full store during shifts, including leading colleagues, maintaining high customer service standards, and ensuring the smooth and safe running of the shop. Previously worked as a Duty Manager with Delaware North and in customer service with SSP.

A reliable, confident, and hardworking team leader with strong communication, problem-solving, and decision-making skills.

Shift Lead - B&Q

(2015-01)

• Take responsibility for the full store and day-to-day operations while on shift.
• Lead and support colleagues to deliver excellent customer service and achieve store objectives.
• Allocate tasks and organise the team according to business and customer needs.
• Deal confidently with customer queries, complaints, and difficult situations.
• Make decisions independently to keep the store operating smoothly during busy periods.
• Ensure health and safety, security, and company procedures are followed.
• Maintain high standards of stock availability, merchandising, cleanliness, and shop presentation.
• Support colleagues with guidance, coaching, and day-to-day problem solving.
• Take responsibility for store opening and closing procedures when required.
• Work closely with management and colleagues to ensure the store performs effectively.

Duty Manager - Delaware North

(2015-01 - 2020-12)

• Managed day-to-day operations during shifts and ensured a high standard of customer service.
• Supervised and supported team members to maintain smooth and efficient operations.
• Allocated duties and ensured staff were working effectively throughout the shift.
• Handled customer enquiries and resolved problems professionally.
• Supported the management team with operational and staffing requirements.
• Ensured company procedures, health and safety standards, and customer-service expectations were maintained.
• Worked effectively in a busy, customer-focused environment.

Customer Service - SSP

(2007-01 - 2015-12)

• Provided friendly and professional customer service in a busy environment.
• Assisted customers with enquiries and ensured their needs were met efficiently.
• Handled customer issues and complaints calmly and professionally.
• Worked as part of a team to maintain high service and operational standards.
• Followed company procedures relating to customer service, health and safety, and daily operations.
• Developed strong communication, teamwork, and problem-solving skills.

School Qualifications - Castlehead high school Paisley