• Devising fun and creative lesson plans that are appropriate for students of all fitness levels.• Creating and maintaining a playlist of appropriate music for each class.• Delivering lessons through the use of modelling and verbal instruction.• Ensuring that participants use the equipment in a safe and appropriate manner.• Suggesting tailored exercises for individuals with physical limitations or injuries.

• Short and long term planning for staffing and budget management for the department.• Ensuring our customer service department has the adequate number of resource to be both financially cost effective and achieve key demand weeks and KPI’s. • Working closely with Marketing and Finance team to ensure seasonal plan is achievable from a customer service perspective and supports the business in achieving the overall company plan. • Ensuring 90/20 SLA achievable and utilisation of the customer service department whilst being cost effective. • Ability to forecast based on both past performance and changing assumptions. • Dealing with advisor change of hour requests in a manner that balances both business and individual need. • Maintaining and building seasonal, weekly and hours call forecast profiles. • Writing monthly board reports for the department which is discussed in the monthly board meeting. • Tracking forecasting accuracy and maintaining 10% variance accuracy. • Attending and representing customer services at the weekly trade meeting and presenting CS KPI’s. • Working with finance to ensure that yearly and seasonal budgets are reflective of current CS KPI’s and that all training is reflected in the budgets and re forecasted budgets and that we have the adequate resource levels to achieve weekly targets. • Analysing missed SLA or resourcing gaps and putting measures in place to rectify them, ensuring this is communicated to the customer service department and rest of the business. • Managing the department’s holiday & entitlements -ensuring we are utilising quiet times with holiday and unpaid leave and minimising holiday impact in busy weeks as well as not overspending on holiday.• Planning and pushing overtime, setting overtime rates to appropriately match the need of the activity depending on my forecasts.

• Managing the department floor, dealing with all advisors queries and problems.• Dealing with escalated complaints where necessary.• Completing hourly and daily stats in order to monitor daily performance.• Seeking additional staff where necessary in order to ensure SLA levels are met.• Organizing on the day utilisation tasks, holiday, banked hours or unpaid leave where overstaffed to ensure idle time is kept minimal whilst still ensuring SLA is achieved. • Opening and locking up on the building, setting the alarms and providing out of hours assistance to the other shift managers where necessary.• Providing training to all Shift Managers to ensure they fully understand the role, the advisors needs, how to manage a shift and how to ensure SLA is achieved.• Dealing with retail store queries, orders and issues.

• Assisting with the planning and implementation of a new software system including process planning and writing and delivering of the training to the Customer Service Department.• Writing training documents, monthly updates and surveys for the department as well as delivering these to the team.• Working with the Resource Planning Manager to schedule in time for training and off the phone tasks.• Recording all team activity, dates and quantity of hours used for each task & providing these monthly to the relevant departments. • Writing and planning in depth training plans for various groups of new starters at one time to ensure training is completed by the required deadline.• Planning L & D hours to ensure all training shifts are covered by enough staff to ensure training is completed within the required timeframe.• Running quarterly call listening sessions with Team Managers to assess their teams training needs.• Providing telephone/face to face interviews with potential candidates and liaising with various agencies’ where necessary.• Delivering first day and Induction training (technical and soft skills) to new starters/other members of the business in groups or 1-on-1.• Producing and feeding back errors to advisors, logging this feedback to their Team Managers.• Attending advisor development meetings and devising improvement plans.• Performing monthly monitoring/call listening, writing and feeding back to the advisors.

• First direct point of contact to all customers wanting to place orders over the phone. • Providing garment, colour and sizing advise to customer regarding the product range.• Dealing with customers order queries, errors, lost parcels and financial queries.

Worked for rbs briefly working in Credit card fraud and prevention. Also during my time there I briefly spend time looking after a team, guiding through daily kpi's, stats and call coaching.• Assisting Natwest/RBS branches in tracing and locating unknown or suspicious purchases on customers’ accounts in-branch or online.• Fraud Prevention – Identifying potential fraudulent activity on customers’ bank accounts using various systems to build up a picture of customers spending habits.• Feeding back daily stats to team members and hosting daily ‘huddle’ meetings regarding performance.

• Consulting customers and recommending products for their hair needs• Working towards sales KPIs for in-chair hair sales, product sales (in-chair and walk in), introducing additional colour, treatment services and re-booking the guests next appointment in order to maximise profit and hit stipulated KPI’s with each guest.• General hairdresser duties – Consultation, Colouring, Cutting, Finishing guest’s hair ensuring they were happy before leaving.