Vicky Steele

Experienced Customer Experience Manager | Passionate About Supporting Others

Talent

KidderminsterMember since November 2, 2026

plan children's activities from young babies to 5 years olduse a computer for several things including research to making posterswriting skillstalking be it within a group or on a one to one basiscaring naturepatiencelisten to anybody who needs me to

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About

A caring, approachable and dedicated professional with strong experience in team leadership, customer service and childcare. Passionate about supporting others, building positive relationships and helping people reach their full potential. Experienced in leading and coaching colleagues, managing operational responsibilities and making effective decisions under pressure.

My 10 years of experience in childcare, combined with my current role as a Customer Experience Manager, has developed my communication, problem-solving and people-management skills. I take pride in being supportive, understanding and approachable, always looking for the best ways to help others while delivering high standards of service and care.

Experience

Customer Experience Manager at Sainsbury’s (2015-11 – Present)

Team Leadership: Work collaboratively with two fellow managers to lead, motivate and support a team of 53 colleagues, promoting a positive working environment and a strong customer-first culture.
Customer Experience: Champion excellent customer service by role modelling best practices, inspiring colleagues and ensuring customers receive a consistently high standard of service to build loyalty and encourage repeat visits.
Workforce Planning: Manage and coordinate rotas and schedules for 53 colleagues across multiple departments, including the cash office and petrol station, ensuring appropriate staffing levels to meet business and customer needs.
Coaching and Development: Provide on-the-spot coaching, guidance and constructive feedback to develop colleagues’ confidence, improve performance and maintain high service standards.
Customer Relations: Handle customer enquiries and complaints professionally and efficiently, resolving issues wherever possible and ensuring a positive customer experience.
Decision-Making Under Pressure: Demonstrate strong decision-making skills in a fast-paced retail environment, confidently prioritising tasks, resolving unexpected challenges and making informed decisions under pressure while maintaining high standards of customer service and supporting the needs of colleagues and the wider business.
Community Engagement: Support local community initiatives through charitable donations to local food banks, helping to make a positive difference to the communities we serve.
Health and Safety: Promote a strong health and safety culture, ensuring colleagues and customers remain at the centre of all health and safety practices and that relevant procedures are followed.
Cross-Department Collaboration: Work closely with the wider management team and colleagues across the business, providing support where needed to ensure smooth operations and consistently meet customer needs.

Leisure Assistant at West Midland safari park (2015-02 – 2015-11)

Operate rides safely while considering guests’ individual needs and ensuring an enjoyable experience.
Complete daily safety and operational checks in line with procedures.
Provide friendly, enthusiastic customer service to ensure guests have a positive experience.
Respond to guest enquiries, answer questions and provide guidance and support where needed.
Sell wristbands, helping customers choose the correct options for their needs.
Handle cash transactions, open tills and complete end-of-day cashing-up procedures.
Work collaboratively with team members while also taking responsibility for individual tasks.
Accomplishments
Created a welcoming and enjoyable atmosphere through a positive, upbeat personality.
Motivated and encouraged fellow team members to maintain high standards of customer service.
Helped guests feel welcomed, supported and confident throughout their visit.
Skills Used
Excellent communication and interpersonal skills.
Enthusiastic and friendly approach to customer service.
Ability to motivate and encourage others.
Confidence working independently and as part of a team.
Cash handling and till operation.
Attention to detail and commitment to health and safety.
Problem-solving and responding to customer needs.

Nursery Officer - Room Leader at Poolfarm and primrose hill community nursery (2010-06 – 2015-02)

Led a busy toddler room for children aged 2–3 years, caring for up to 18 children daily alongside a team of 4–6 staff.
Worked flexibly across different rooms, including babies, children aged 1–2 and preschool.
Acted as key worker for 6–10 children, supporting their individual development, wellbeing and care needs.
Planned, delivered and reviewed weekly activities to support children’s learning and development.
Followed nursery policies and procedures, maintaining safeguarding, health and safety standards.
Supported students and agency staff, providing guidance and helping maintain consistent standards of care.
Completed daily records, including observations, medication records, accident and incident reports, and children’s care sheets.
Worked alongside external professionals, including health professionals, social workers and area-based SENCOs.
Monitored colleagues’ practice and reported relevant concerns and feedback to management.
Family Support and Multi-Agency Working
Worked closely with a family to identify their needs and help them access appropriate support from external agencies.
Communicated with professionals and completed a referral to help ensure the child received suitable support for their health, wellbeing and development.
Helped families navigate support services, demonstrating empathy, confidentiality and a commitment to improving outcomes.
Additional Responsibility – Setting-Based SENCO
Took on the role of setting-based Special Educational Needs Coordinator (SENCO).
Began specialist training to develop knowledge and confidence in supporting children with additional needs.
Demonstrated commitment to inclusive practice and ensuring children and families receive appropriate support.

Nursery officer at West Hill House Day Nursery (2008-10 – 2010-06)

Baby Room Practitioner – Responsibilities

Managed the daily care of up to 12 babies, ensuring their safety, comfort and wellbeing.
Understood and followed each baby’s individual needs, feeding patterns, sleep routines and care requirements.
Acted as key worker for 4–6 babies, building positive relationships with parents and supporting each child’s development.
Planned, delivered and reviewed weekly activities to encourage early learning and development.
Completed daily paperwork, including care reports, nappy records, accident and incident reports, and signing children in and out.
Followed nursery policies and procedures, maintaining high standards of safeguarding, hygiene and health and safety.
Supported and guided colleagues and students, helping them understand nursery procedures and expectations.
Monitored activity planning completed by colleagues and students to help maintain quality and consistency.
Maintained a professional appearance and contributed to a safe, welcoming and nurturing environment.

Student Placement at Victoria Special School (2008-01 – 2008-04)

College Placement – Childcare

Developed an understanding of children’s additional needs and individual requirements.
Supported children with their daily care, wellbeing and development.
Followed nursery policies and procedures, including health, safety and safeguarding practices.
Worked collaboratively with staff to provide a safe and supportive environment.
Took responsibility for assigned duties and completed tasks reliably.
Assisted with personal care, including changing children.
Communicated with staff and built positive relationships with new people.
Maintained a professional appearance and adhered to workplace expectations.

Student Placement at Rubery Nursery (2007-09 – 2007-12)

3rd Placement for college)