I lead a dynamic team dedicated to championing the voice of the customer at every touchpoint. With a strategic focus on driving satisfaction and loyalty, I oversee customer service operations, returns management, and quality control functions, ensuring seamless experiences across diverse channels.My proactive approach to enhancing customer journeys has resulted in tangible improvements, both internally through heightened NPS scores and externally through elevated service ratings. By consistently updating the senior business leadership and influencing other department heads on evolving customer insights, I actively encourage a culture of responsiveness and adaptability to drive change and improvement.I excel in building empowered teams that prioritize issue resolution and service excellence, fostering a customer-centric mindset at all levels. Through continuous improvement initiatives, I drive impactful enhancements that resonate with our customers, solidifying our reputation as a leader in service, satisfaction and experience.

To manage the efficient operation across all channels, provide the very best service experience to our customers, inspire and lead my teams to succeed at the highest level whilst ensuring the store conforms to Company policies, procedures and best practice. The successful delivery of Company initiatives, training plans, agreed targets and KPIs.I have ensured the continued success of the business through the development and coaching of my people and colleagues, by having a passionate, motivated and well trained team.

Responsibilities included the full implementation of the Company's new store layout, space planning , ordering & merchandising of the range. Recruitment, employment & training of a complete store staffing structure. Full operational set-up of the store, liaising with contractors and other internal departments to ensure all standards are met.

Various Initiatives includingBusiness Communications Portal:Led the implementation of 'Retail Manager,' a new business communications tool.New Business EPOS System (OSCAR):Initiated, developed, and implemented a cutting-edge EPOS system.Wage & People Management System (iTrent):Played a key role in the successful roll-out of the HR & Payroll system.

Responsible for the full operational control of a team of 15 staff and CTN Store & Post Office business with a turnover of £2 million.