Director of a Cafe, Bistro and Catering establishment in Forfar.

During my time as Operations Manager for Angus' first social supermarket and community hub, I made significant contributions across all areas, including:Operational Management and KPI’s• Established and managed the community cafe, online clothing space, and rental area, enriching local resources.• Introduced Key Performance Indicators (KPIs) to monitor operational success, fostering a culture of accountability and driving improvements. Effectively communicating these with employees and volunteers, aligning team efforts.• Ensured day-to-day operations ran seamlessly, maintaining the hub's functionality and effectiveness, resulting in a notable increase in profits.Human Resources• Developed tailored HR policies for the social enterprise, managing employees and volunteers from recruitment to offboarding.• Ensured compliance and effective management of the entire team.Health and Safety and Health and Hygeine• Led Health and Safety initiatives, creating, reviewing, and implementing risk assessments and policies.• Conducted training sessions, ensuring team-wide awareness of safety protocols.• Crafted comprehensive training manuals for health, hygiene, and safety.• Implemented HACCP guidelines, ensuring top-tier food safety standards.Commitment to Social Impact• Wholeheartedly embraced the mission to address food waste and insecurity, showcasing dedication to social impact and sustainability.• Cultivated a positive, impactful environment within the hub.Networking and Collaboration• Strengthened the hub's presence and influence in the community.In summary, my role as Operations Manager encompassed diverse responsibilities, from overseeing operations and HR to driving health and safety excellence, performance tracking, and fostering collaborations. The introduction of KPIs resulted in a notable increase of 150%+ in profits during my tenure, underscoring the effectiveness of my strategies.

Managing the day-to-day running of a relatively new community hub, including two retail spaces, a café, kitchen and outdoor space. Community First UK is a not-for-profit social enterprise aiming to tackle common social and environmental issues such as fast fashion, food waste and food insecurity. • Research and assist with funding applications to support the businesses projects within the community. • Solely recruit, train and mentor all employees, some with additional support needs. • Created the majority of policies and procedures for the company such as the company handbook, health and safety policies, risk assessments, equal opportunities, maternity and parental leave and disciplinary procedures. Also created training materials to a high standard including induction training, customer service, health and safety and health and hygiene.• Collaborating with partners on projects.

Generating ideas for a local circular economy network initiative, to reduce waste in Dundee.• Contributing significantly to the project and adhering to deadlines set by the project lead.• Co-created interview questions for SMEs about pro-environmental choices and completed interviews promptly and to a high standard.

Managing a team of 30+ employees within a contact centre.• Carrying out HR duties including recruitment, return to work meetings, disciplinary meetings and termination of contracts in line with policies set out by the company.• Working in a very fast-paced environment, handling contacts and escalations via the phone, email, video call, webchat and social media. • Leading conference calls and reporting to clients and liaising with Operations Supervisors to meet set SLA’s, to avoid negative financial outcomes. • Making initiatives in line with the company KPI’s such as implementing team reports to drive efficiencies, improve staff morale and decrease staff absence rates.

Handling calls, emails and social media notifications from customers efficiently and to a high standard or customer service. Meeting set targets hourly. Recognised as team member of the year in 2016.

Supporting clients from different backgrounds into employment and education. Creating and amending CVs, building confidence and motivation in individuals and assisting with interpersonal skill training.