People Management: Guide, mentor, and develop my team, managing everything from setting performance targets to overseeing absence management and assisting with recruitment. I focus on empowering my team to provide a best-in-class experience by embedding quality and service standards.Service Excellence: I take ownership and responsibility for leading excellent service delivery and achieving department KPIs. I consistently review and analyze performance data and use this to drive improvements across my own team and the team at large. Continuous Improvement: It is my job to deep dive into the performance of my team, identify trends, and coach them to encourage and drive improvements ensuring top-tier service is being provided to our customers.Compliance: I ensure that the team are compliant with local, company, and UKGC policies and procedures. I also maintain a thorough understanding of these guidelines and ensure your team adheres to them.Team Development: Coaching is one of my main priorities. With good coaching comes good workers and good workers make happy customers. I understand what motivates my team and use this to drive performance. I encourage two-way open communication to build trust and support them with any personal development they may have. I provide coaching and support, ensuring all team members feel valued, respected, and heard.Collaborative Leadership: I work collaboratively with the Operations Manager and key stakeholders, building strong relationships to drive our company culture. I aim to foster an environment where questions and suggestions are encouraged and open discussions are the norm.

My responsibilities in this role included: Re-writing a story written by a child and turning into a piece of children's theatre; Writing songs that would include the audience, directing my actors and organising fundraisers.