Matthew Hague Email & Phone Number

Bendigo, Vic, Au

Melbourne, Victoria, Australia

Bendigo Tafe

My current role involves the leadership of 30 people including 3 team leaders based in many locations in Bendigo who deliver the customer service to internal and external customers of BRIT. This includes enrolments and general administration work. Duties include the management of staffing to meet the requirements of all clients internal and external, the operation of the institutes call centre, the monitoring and reporting of the effectiveness of the call centre as well as strategy planning of the call centre and the client services team.Monitoring and setting of budgets in relation to staff and other associated expenditurePolicy and procedure planning, the role also requires me to develop and administer policies and procedures relevant to the area and advise on customer service issues across the entire institute. This has included the setting the direction for the customer service of the whole institute.Team building due to a restructure in the institute I have also had to work on building a team (the Client Services Team) this has involved building new networks and helping the team find its way again.Other duties of the role include recruitment and selection of staff to deliver the required level of service. The development of staff through selecting, sourcing and delivering structured training across a broad number of areas.

My role involved the planning and organization of the lifestyles section of the warehouse. Duties include the planning of all tasks preformed within the area from ordering of stock to the merchandising standards in the department, the planning of the labour requirements and the ultimate performance of the section of the store.Planning.The planning required in the position is varied and includes but not limited to planning the stock requirements, staff rostering and training and development.Leadership.The role also required me to lead the team of 20 people in all facets of the business from sales to the delivery of exceptional customer service, team work and driving the visions and values of the business.Financial Control.As part of my roll I have to ensure that I control the financial aspects from the labour spend to the return on capital, adhering to budgets for wages, stock, turnover and the return on capital invested.Project Management.As part of my roll I have also been involved in the running of many projects from, stock takes and community projects like the rejuvenation of the

This position involved the administration of entire store with turnover in excess of $20 million. This involves the preparation, checking and processing of all accounts for the store electronically and manually. The completion of all payroll activities, as well as completion of all company required paper work.Sales and Merchandising Leadership. I had to ensure that all the objectives of the business are meet in merchandising, as well as being a sales driver for the store.Customer Service Leadership. I had direct control of the customer service team, which requires supervising the service team as well as ensuring that all other operational goals are also meet. This team at any one time can consist of up to 15 people ranging from the age of 15 to 50.Staff supervision and Training of 100 staff. Staff training is also an area under my direct control. I have to not only deliver selected training programs but must ensure that all other trainers are fulfilling their role to ensure that all staff are given the correct skills to succeed in there roll.Control of compliance to all legal obligations. In the supermarket industry there are many legal obligations that the store must meet. It is my role to ensure that these requirements are not just meet but become core values of all employees of the business, from the 15 year old casual to the most experienced senior person. Areas of legislation I have to supervise include the trade practices act, Privacy act, Food safety compliance, financial services reform act, OH & S legislation to name just a few.Processing and securitizing all financial transactions. This not only involves the processing of accounts but the adherence to purchasing policies and ensuring that we have all requirements in the right place at the right time, to ensure smooth operations all the while staying within the strict budgets set for the store.

Reopened the storeAchieved 75% increase in sales.Supervised and trained all staff in the store.

Business, Marketing

Education record

A Diploma, Human Resource Management And Business

Project management Airlie Airle Leadership Development Program Canoe Images Leadership Development (introduction to team work, a new view.

Education record