James Mcgill Email & Phone Number

Glasgow, Gb

Glasgow, Scotland, United Kingdom

Glasgow, Scotland, United Kingdom

As the COSMO Group’s Customer Services Manager, I am accountable for managing and resolving customer concerns for 19 restaurants across the group. My approach to customer service is relationship-based, with satisfaction and retention in mind. I am able to empathize with customers, understand their needs, address their concerns, and evaluate the situation objectively to learn, identify gaps, and improve service standards. I also possess a solid understanding of health and safety, food safety, and employment laws, allowing me to effectively manage risks and comply with regulations. Further, I invest in my colleagues by sharing best practices and providing feedback and frameworks to allow them to build their customer service skills, resulting in continued customer service excellence.

Glasgow, United Kingdom

I am responsible for daily operations management and leading of a team of 70+, ensuring fair delegation and distribution of work to accurately manage resources. I train, coach, and lead my team by example, resulting in a positive and productive work environment that challenges people to bring their best each day and work cohesively as a team. As a result, our restaurant has consistently been awarded ‘Best Restaurant’ in the leisure complex that we are based in for 3 years running.

Glasgow, Glasgow City, United Kingdom

General Manager for Frankie & Benny’s, managing and developing a team of over 30 to efficiently deliver service for a 200+ cover restaurant. Within the first year, I was able to increase LFL sales by 21%, as well as winning ‘Manager of the Year’ for the North in my first year. Proven ability to perform financial forecasting, P&L reporting, delivering budgets, and turnaround documents. I also developed and implemented successful sales and training techniques, which were implemented in several other locations.