House renovating for relocation to County Durham at Self-employed (2026-04 – Present)
- Painting & decorating
- Creating and successfully submitting all documents required for a new electricity connection
- Digging the required trench and installing required conduit, rope and tile tape ready for cable pull through
- Laying specified tile tape as required and back filling the trench, installing the hockey stick and electrical cabinet ready for go live date
- Organising and liaising with contractors to complete works on time
Receptionist administrator at Mitie / Westgrove (2023-06 – 2026-03)
During my time here I have assisted with creating a new digital fire audit form, becoming a Health & Safety ambassador attending and contributing to the Health and Safety meetings.
- Meeting and greeting all visitors to the management suite of Festival Place shopping Centre
- Answering customer queries on the phone, via email and the contact us submissions. Checking and authorising permit to work submissions via the Vantify System and diarising upcoming works
- Raising reactive works via the Comply NC system as required
- Completing the Incident/accident report paperwork, inputting into relevant systems and keeping the excel spreadsheet updated. Creating graphical analysis of monthly quarterly and yearly data. Compiling the H&S yearly review document
- Compiling the retailer fire audit paperwork ready for the auditors, Completing the Fire audit spreadsheet and following up results with letters, monitoring responses and updating the databases escalating as appropriate
- Completing the daily and weekly waste spreadsheet
- Completing time and attendance fire records daily, in case of evacuation and becoming a Fire Warden
- Facilitating the diary management of the various meeting rooms and providing refreshments on request
Customer & Trading Manager (CTM) at Sainsbury's (2023-04 – 2023-05)
- Ensuring the end-to-end customer journey within store is meeting all requirements
- Rostering the checkout team to ensure coverage during peak trade
- Manning the Kiosk and customer service desk as and when required
- Making sure the shop floor is fully replenished in a timely manner from delivery and overs stock is worked promptly
- Making sure all colleagues have completed their mandatory e-learning on time
- Dealing with customer feedback in a positive manner
Employment Advisor (EA) at Fedcap Employment (2021-12 – 2023-04)
Working on the Restart program
- Delivering tailored 1on1 support, via phone calls, teams' meetings and face to face diarised appointments to a case load of up to 70 participants
- Creating individualised smart action plans to overcome barriers and Upskilling individuals with the aid of courses via colleges or similar
- Booking customers onto tailored tutor sessions and health and wellbeing support sessions. Using our CRM system
- Complying with all customer service standards scoring 95% or above with meeting notes and mentoring colleagues on compliance
- Overcoming participants barriers to employment, by actively listening and addressing their concerns
- Created with the help and feedback of my peers a Welcome meeting check sheet for new starters to use, to ensure everything is captured, discussed, and uploaded, with a smart action plan example tool for reference
Customer Service Manager (CSM) at B&M (2021-03 – 2021-12)
After achieving the first 100% cash office audit result, I became the regional cash office trainer.
- Customer experience, through leading by example and promoting loyalty
- Contribute to store targets through checkout up sells of perfume and confectionary
- Provide colleagues with support, skills, knowledge, and training through regular 1:1's with coaching
- Create risk assessments, to provide a safe environment for our colleagues and customers
- Make sure my team operate and deliver processes that ensure the store meets all legal requirements
- Recruit and onboard new team members
- Think on my feet, when faced with adversity and complex issues, ensuring they are dealt with simply, timely and effectively
- Manage store shrinkage and the cash office practices including investigating any discrepancies through formal/ informal coaching conversations
Library Team Manager at Hampshire County Council (2019-01 – 2020-12)
During my time with the service My main library Fleet became the first venue that returned a profit against costs and have the highest level of community engagement with events and learning in library participants.
- Promoting library space to bring in additional income
- promoting Library and Information Services digitally and conventionally
- Support and lead operational change, new ways of working and other initiatives
- Recruitment of new team members, including volunteers through short listing applications, arranging assessment days. Interviews, work trials and organising onboarding induction training and support
- Use the in-house systems for ordering, processing, lending stock, creating customer accounts and to deal with issues and queries for both customers and team
- Directly manage the team performance including volunteers through formal and informal procedures including 1:1's, absence management, training, coaching and development
- Roster staff across a cluster of 5 libraries. ensuring effective use of staff to cover all events
- Taking responsibility for and managing the building and its facilities. By completing risk assessments and ensuring compliance with corporate quality standards and policies
- To liaise with our learning in Libraries program to ensure we have an attractive service offering tailored to our community
Regional Training Specialist at EE (2007-09 – 2018-11)
I started my career as store manager working my way up to Cluster manager and becoming a part of the training working group to identify areas within the framework that needed changing and updating.
- Schedule visits to retail stores and deliver first class training content to new joiners, ensuring that it is delivered to engage the individual's learning style
- Conduct TNA (Training Needs Analysis) to support company initiatives and goals
- Create engaging bitesize learning materials to support the learning journey and gain buy in
- Checking and reporting of outdated learning modules on the e-learning platform
- Aid store managers in the development of their team, with tailored in life training/coaching
- To support the compliance team, with training sessions and to conduct unofficial compliance visits. Feeding back my findings to the Compliance Manager
- Co ordinating and organising of recruitment events. Including assessments days
- Act as first port of contact from EE, to act as a conduit between the new starter, recruitment, store managers and superusers
- Ensure All regulatory and mandatory eLearning is completed on time and the on boarding process runs smoothly
- Liaising with the recruitment team regarding DBS check results, and new starter contract and checking all regulatory compliance has been met before first day
- To work alongside the training store management team, sharing best practise, ensuring compliance is followed regarding all contracts and access of customer accounts, checking quality of conversational data and providing feedback to individuals and store team
- Organise training rotas
- Identify everyone's learning style and coach/train in a complimenting way
- Give feedback to individuals and managers in a constructive manner
