Building out a suite of reporting tools and dashboards with the Data Science department to enable accurate reporting of performance at an individual and departmental level.Liaising with the Resource Planning department to fix and improve multiple areas of concern for a staffing rota of 50+ advisors. Creating and leading a working group tasked with producing and updating process maps for my department.Taking an active role in quarterly agile planning sessions as part of a wider operational squad.

Project managing a trial for long distance recoveries on multi-deck transporters; including discussions with all stakeholders, creating process maps, data tracking, staffing and implementation.Responsible for a ring-fenced team of advisors with a test, learn and adapt mentality - later training further advisors as back up for busy periods and holidays.Reporting progress/analysis/outcomes/learnings to different levels of the organisation. Devising a trial for backloading broken down vehicles, from planning to implementation. Transitioning Logistics function back to a larger department, making adjustments to accommodate for longer operational hours.

Tasked with separating the Logistics function from the Sales and Customer Service office and creating a standalone department.Ensuring that efficient and cost effective delivery runs are planned on a daily basis, including scheduling the resolution of any issues.Developing the company’s 3PL strategy.Creating production plans, as well as working closely with the Production Department to ensure that runs planned do not exceed manufacturing capabilities.Advising the Marketing Department on current lead times and creating deadlines for orders before national holidays.

Managed a team of 8 members of staff split across Logistics, Customer Service and Sales functions.Improved customer service standards by developing training manuals, analysing call logs and implementing a structured recruitment process.Checked that missing, damaged and incorrect items were recorded accurately to allow for swift resolution and for any recurring issues to be identified.Liaised closely with all other departments within the company including Production, Supply Chain and Marketing.

This role began before the gym had opened and over the first 5 weeks I completed my training, recruited a full team of Receptionists, Housekeepers and Personal Trainers and once on site I was the main point of contact with the contractors that were finishing the final phase of the build. This was the first Xercise4Less gym to be opened inside a Tesco store. Managed a team of 13 members of staff which included organising rotas, training for Receptionists and Housekeepers and dealing with disciplinary issues. Ensured high operational standards were upheld throughout the club. Responsible for all Health and Safety related tasks and issues on site. Monitored maintenance and prompt reporting of faults. Provided a high level of customer service that was consistent across all job roles. Dealt with customer issues such as queries, feedback/complaints and arrears. Liaised with the membership team to make sure that the customer journey was a smooth one from potential member to loyal member. Maintained a good working relationship with Tesco store management and their head office staff.

Managed a team of up to 15 members of staff by organising rotas and recruiting new staff when necessary.Ensured high levels of customer service by developing staff through formal training and informal coaching.Made commercial decisions based on store specific information and external factors such as weather and local competition.Implemented head office instructions by delegating and explaining tasks to relevant members of management and staff.Created a motivated team with shared objectives by cultivating an environment where praise is given often and criticism is given constructively.