Virgin Experience Days, Customer Service Team Leader (November 2021 – Present)Within my management role I would be placed in charge of a subgroup of about 5-6 employees within the overall department of about 20 employees. I worked closely with the other team leaders as well as the head of department to set a POA to tackle workload each week, this could be very fluid though with rota changes taking place each day to account for days off and coverage on our busier channels, such as Live Chat and social media. Other task would include quality checking employees’ stats and KPIs to ensure targets were hit daily, both on a personal level and a department level, as well as guiding new starters through probation and having regular performance meetings. This role really helped to develop my ability to have those difficult conversations with my team in order to bring about positive results while still being sensitive to any personal issues affecting my team. I also had my first exposure to meetings with CEOs in wider company meetings to be able to update them on the department performance.McMullens of Hertfordshire, Duke of Clarence Marlow Team Leader (Jan 2020 – March 2021)I started off at this company as a glass washer behind the bar, but eventually worked myself into a position of responsibility within a few years, as I demonstrated to the General Manager that I am a trustworthy, determined individual who can be depended on to lead in all kinds of situations. I learnt a lot of interpersonal skills from this role as all the customer service aspects of the role were front facing, such as handling customer complaints in person, taking bookings, upselling products to increase profit margins etc. My management roles included being a registered key holder for the building, taking in stock deliveries and accounting for any missing stock, money handling at the end of each shift and liaising with area managers to ensure rules and regulations regarding health and safety have been met.