• Managing teams of between 12-16 people, inbound campaigns, coaching, motivating and supporting them to deliver personal and business targets. • Collections campaign to support a team to achieve their stretching targets whilst rehabilitating customers so they don’t fall into collections in the future. • Coaching and motivating teams through 1:1’s, weekly coaching/feedback and daily interactions to deliver their personal and business targets. • Developing people in order for them to progress their career, setting targets and milestones for them • Supporting people with mental health challenges through RTW meetings, welfare reviews and working closely with HR and operations manager. • Proven delivery of KPI targets within collections and Shell campaigns

● Day to day running of the store, making sure it was branded correctly and created a strong customer service environment.● Managing 5 teams members, ensuring they were delivering on the set requirements, ensuring the store was safe, profitable and delivering outstanding customer service.● Development of the team, to ensure a succession plan was in place, this was done through observing customer interactions, observing them opening up/locking up and working with the security company to bank takings.

● From banking, money handling and processing betting transactions, through to promoting and demonstrating in-shop gaming machines.● Fully understanding the performance and requirements of my shop, ensuring the rest of the team deliver in the absence of your Retail Shop Manager. ● Using my natural ability to engage with customers, making sure that each one receives the highest standard of customer service at all time.