• Oversee daily operations of the Managed Service department, leading a large team of Coordinators, Tradespeople and Housekeepers to ensure a high-quality service delivery for guests and owners across 97 properties.• Developed and implemented new service standards that led to an average increase of 2 points in guest satisfaction based on August’s customer questionnaires.• Trained and mentored new team members, enabling them to confidently fulfil their roles within just a few weeks of joining the business.• Streamlined and updated processes for guest arrival reporting by leveraging available software, reducing the completion time from 8 hours to just 2 hours.• Provide regular feedback to team members through one-on-one meetings and quarterly development reviews, supporting their performance improvement and goal achievement.

• Successfully led a team of 24 Advisors, providing support for complex inquiries via email, phone, chatbot, and live chat, while effectively managing escalated calls to ensure high-quality service.• Solely led the team during a critical transition period, ensuring zero inquiries were left unresolved before the Christmas closure, despite the management turnover during our busiest season.• Reduced average call wait time from 7 minutes to 5 minutes by implementing new software, streamlining processes, and providing targeted coaching.• Successfully implemented a pay incentive program and mentored team members to enhance productivity, accuracy, and commitment, resulting in a significant reduction in staff turnover within 6 months.• Efficiently investigate and manage Stage 1 and Stage 2 complaints in compliance with the Housing Ombudsman, crafting careful responses that promote learning from feedback and enhance customer satisfaction. In two years, I have successfully kept Stage 2 complaints to under five, thanks to effective first-response resolutions.

• Managed a team of between 3 and 10 Customer Assistants, provided training, scheduled shifts, and fostered a positive work environment to enhance team productivity. • Retained accurate records of sales, inventory and staff performance on the 3 core sections of the store and reported to senior management.• Reduced our store fruit and veg write off by 15% by ensuring my team had time to produce fruit and veg boxes for customers, which in turn increased customer satisfaction. • Conducted performance reviews, identified areas of improvement, and provided constructive feedback and training to my team members reducing staff turnover.

• Sustained a high level of professionalism and integrity in all interaction with students and their families.• Achieved a 70% first time pass rate throughout my career.• Red’s youngest qualified instructor in the Southwest of England at the time, aged 21. • Successfully coached over 60 students to pass their test in 3 years. • Participated in training, meetings, and seminars to expand knowledge and optimise instruction.

• Entered and maintained departmental records into specialist lift maintenance software. • Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.• Sourced a local company to supply our stationery saving the company around 12% in the first year. • Ensured 100% accuracy on all work orders ensuring the engineers had all the required information and parts to ensure a first-time fix. • Looked after a fleet of lift engineers ensuring all emergency callouts were attended within 4 hours using fleet software.