As the General Manager overseeing three sites across the UK, I ensure the achievement of targets for quality and service standards. I constantly seek innovative ways to advance the business amidst evolving technology, maintaining our systems with efficiency at the forefront to provide our customers with the best possible service.I am in charge of overseeing the daily operations of the Pocket Receptionist team, ensuring premium customer service and vigilant monitoring of call and message quality to uphold the highest standards. My responsibilities include high-level account management, handling customer inquiries, managing new client accounts, and providing personalised services.In addition, I am responsible for planning and executing training initiatives, conducting appraisals, handling disciplinary matters, overseeing reviews, managing staff recruitment, and maintaining rota schedules. I oversee the recruitment process, ensuring that we attract, hire, and retain top talent to meet our business needs and drive company growth.I also assist with budget oversight, strategic planning, and the development and implementation of business plans. I work closely with our technical team on new feature updates, beta testing, and launching new products. Most recently, I was part of a team leading the upgrade of our platforms, including both back-end and front-end systems, migrating all our customer accounts, and updating all company training ,processes and policies.By aligning operational strategies with business objectives, I ensure continuous improvement and operational excellence across all sites.

In charge of supervising the daily operations of the Pocket Receptionist team, providing high end customer service, vigilant monitoring of call and message quality to uphold the expected service standards. High-level account management, customer enquiries, new client accounts, and personalised services. Responsible for planning and executing training initiatives, conducting appraisals, handling disciplinary matters, overseeing reviews, managing staff recruitment, and maintaining rota schedules.

Developing and implementing new training procedures to boost efficiency within the growing team. Ensuring the highest guest service standards are met by closely monitoring the quality of calls, messages, and tasks. Additionally, overseeing day-to-day operations including handling customer enquiries, managing all bespoke and custom services and set ups, and guiding new client onboarding. Offering strategic advice to support business expansion and progress.

We deliver a seamless caller experience for multiple businesses, answering calls on behalf of our customers as well as managing their diaries and booking appointments. We act as part of their extended team as well as making welcome calls to new customers and managing customer accounts.

Handling customer queries and complaints. Taking Payments, organising engineer diaries. Using 3 different systems as well as the phone and internal/external email. It's a job that requires excellent telephone and customer service skills.

Serving customer food and drinks full table service. Customer service

Driving myself and my team to and from domestic and commercial property's, cleaning duties

My daughter was born with severe health complications including tube feeding from birth until the age of four. This period entailed numerous hospital visits, acquiring the skill of regularly inserting feeding tubes, and effectively managing her condition. Consequently, I required an extended leave from work beyond the initially expected duration.

Managing of the entertainment section, customer service, store planograms etc

Opening and closing the bar. Stock checks. Ordering. Banking and rota.

Customer service, rota’s, planogram's, delegating, daily tasks, targets, opening and closing, banking.

Cashier, Customer services