Managing a team in the Local Government Highways Safety office turning over £6m a year, my role involves ensuring customers receive quality service throughout the sales process. Effective management of my team is essential to ensure that work is carried out accurately and efficiently before it’s sent to the customer. My problem-solving skills enable me to handle customer queries or issues effectively, and I regularly review procedures to ensure business needs are met. I work closely with the Operations and Transport teams to resolve any issues with orders, and I also produce figures reports and key account figures for sales meetings and the Field Sales Managers.

In this position I was responsible for checking and sending quotations to customers, processing orders, and the training and development of the team. I managed day to day operations, ensuring excellent customer service was provided at all times and by all office staff, and handled escalated customer issues as required.

I have worked here since 2001, originally as a part-time glass collector, before I was old enough to work behind the bar, which I did while I was at university. After completing my degree, I began working full-time and acquired the position of acting Assistant Manager. In this role, I completed the stock counts, assisted with stock deliveries and I cashed up at the end of the night. I also learnt how to handle troublesome customers tactfully, which I believe has helped provide me with the ability to deliver outstanding customer service on a daily basis. I am still working at The Thatched House now, just one night a week.