Assistant Manager at Forrest Motors (2026-05 – Present)
- Manage daily customer bookings, pricing, parts orders, invoicing and operational workflow in a busy customer-facing environment.
- Coordinate external appointments and ensure customer requirements are progressed efficiently from booking through completion.
- Balance customer needs, operational priorities and commercial considerations while maintaining a high standard of service.
Aftersales Manager at Read Hyundai (2024-12 – 2026-05)
- Led end-to-end post-sales operations covering service, parts, warranty and customer support, with responsibility for customer satisfaction, performance and profitability.
- Managed long-term customer relationships and acted as a senior escalation point, coordinating customers, technicians, manufacturers and suppliers to achieve timely resolutions.
- Monitored departmental performance, identified process improvements and supported revenue growth through retention and effective management of customer opportunities.
- Managed parts ordering, stock control, supplier/customer invoices and warranty claims, ensuring accurate documentation and timely resolution.
- Coached and supported service staff and maintained effective day-to-day workflow across a high-volume operation.
- Key achievement: improved the branch from 146th out of 152 dealerships nationally to 3rd place overall.
- Improved service, parts and warranty efficiency while maintaining strong customer satisfaction and retention and reducing warranty claim rejections and delays.
Service Manager at Horton SEAT/CUPRA (2024-05 – 2024-12)
- Managed day-to-day service operations, capacity, bookings, customer issues and warranty activity while maintaining high customer satisfaction and departmental profitability.
- Coached front-of-house staff and acted as the primary escalation point for customer concerns and operational issues.
- Worked across technicians, advisors and management to improve workflow, communication and customer outcomes.
- Monitored profitability and identified opportunities to improve performance and revenue.
Aftersales Manager at Read Motor Group (2022-09 – 2024-05)
- Progressed from Aftersales Advisor to Aftersales Manager, taking responsibility for service operations, team leadership, warranty, parts and site management.
- Completed warranty training and developed broad operational knowledge across Aftersales Advisor, Warranty Administrator and Parts Advisor functions.
- Led technicians and advisors, supported recruitment and staff management, and remained hands-on with customer issues and operational delivery.
Senior Customer Service Advisor at Pentagon Motor Group (2021-09 – 2022-09)
- Managed a busy customer service operation involving bookings, workshop coordination, maintenance, warranty administration, breakdowns, recoveries and escalated customer concerns.
- Handled more than 40 customer jobs per day while maintaining strong service quality and customer satisfaction.
- Prepared invoices, processed payments and promoted additional work where appropriate, contributing to departmental revenue.
- Provided management and workshop-control cover during staffing shortages, ensuring operational continuity.
Technical Adviser at British Telecommunications (2021-04 – 2021-09)
- Resolved customer faults and delayed-service issues, often supporting frustrated customers and working to tight service expectations.
- Used quick thinking, problem-solving and clear communication to achieve effective outcomes for both customer and business.
Supervisor / Post Office Supervisor / Retail Manager at Gill Marsh Forecourts (2018-08 – 2021-04)
- Managed teams and day-to-day retail operations, including stock ordering, banking, supplier relationships, health and safety audits and customer service.
- Handled high-value cash transactions and worked confidently across multiple operational systems and responsibilities.
Post Office Supervisor / Shop Supervisor at Blakemores Ltd (2014-01 – 2018-12)
- Managed busy retail and Post Office operations, staff, customer service, banking and day-to-day store responsibilities.
Owner at Spaghetti Junction Café (2010-01 – 2014-12)
- Founded and operated a market café, managing customers, suppliers, stock, staff and the commercial performance of the business before selling it after four years.
