Work Experience
Post Office
October 2104 to present
Position : Franchisee
Responsibilities: Ensuring staff receive complaint training in aspects such as Customer Service. Product Training for Savings Accounts, Life Cover Insurance. Travel Insurance. Travel Money. Ensure that all staff are familiar with the handling of customer information and adhere to the Data Protection Act. All staff must complete compliance tests, all of which are scored and placed on their respective personnel files.
As the Post Office is part of the Go Local retail group. I am the personal licence holder for items such as alcohol and tobacco. This is to ensure that the store is aware and asks for ID where children under age try to purchase items which are age restricted. To avoid any unnecessary issues customers are asked to provide ID for such items.
We also handle large volume of mails and ensure all items are recorded with the correct revenue.
The office is classed as a main post office and therefore most services are provided.
I am familiar with the Company’s check and send screening for passports and the verification of ID.
Consultant
For Centrebus South Bus Transport
Responsibilities included re locating the depot from Dunstable to Luton. My role was to ensure that the move went smoothly. This involved engaging contractors for items such as electrical and plumbing work. Obtaining estimates from suppliers and reporting on a weekly and yet daily, my progress to the directors. I have been asked to consult for the Company on 2 occasions. My second role was to clear the backlog of complaints. This was done by investigating the nature of the complaint and identifying when a member of staff was responsible for generating the complaint. As well as seeing staff formally if the nature of the complaint was serious enough to warrant formal action. All complaints were logged on a register with details of the complaint, the staff and what action was taken.
Centrebus Holdings Ltd / Yorkshire Tiger
Operations Manager
September 9th 2013 to Aug 2014
PROFILE
Having been a successful Operations Manager working in the passenger transport industry, I have a great wealth of experience. I have a keen eye for detail and an understanding of what our customers want and expect from a public transport provider.
I work well alone or as part of a team, having managed supervisory staff and driving staff. As well as attending many training courses and gaining qualifications relative to the field I am in.
This year marks 13 years in the industry. I have an excellent working relationship with all staff not just at Elland but through the business in the area.
Key Achievements
• Elland Depot is successful due to its mix of staff from all walks of life and backgrounds.
• Staff are treated equally and fairly. Our motto has always been diplomacy before discipline. The depot runs smoothly and has office staff who are fully competent in ensuring that it stays that way. An open door policy has always been in operation and staff are encouraged to talk to Management. The atmosphere is a happy and professional one.
• As I am in the main office I always give my input where needed. And cover for office staff if they need to change a vehicle or go out to recover service.
Ellands lost mileage due to no driver is minimal steps are made to ensure the smooth running and reliability of services. We have managed to control expenditure especially where spare drivers are concerned. We have a team of Driver / Cleaners we found this The cleaners are expected to pick up service if a member of staff fails to show
Key Competencies
Adaptablilty
Conflict management
Communication Skills
Diplomacy
Influencing and Leading
Delegation
Team work
Problem solving & decision making
Integrity
Main Responsibilities
Financial – Conversant in reviewing financial statements and business data. Use financial data to improve profitability and to use the data in compiling financial budgets. Monitoring KPIs to help implement improvements.
Staff Liaison – can communicate with people at all levels including top management. Implement and manage operational plans.
Sales and Customer Service – the ability to manage customer service and look for marketing initiatives. Keeping legible and accurate records of all complaints and comments received.
Communication – manage , monitor and improve efficiency and using support services such as accounts and finance.
Best Practices – Improve processes and policies in support of improving the business.
Monitoring adherence and procedures.
Human Resources – Organise recruitment and placement of staff delegate tasks and accountabilities. Supervise staff and evaluate their performance.
Training – qualified to deliver driver CPC. Teaching given in 3 main areas.
Customer Service
Disability Discrimination Act & Health and Safety
I have trained drivers on the GreenRoad system which reduces accidents and enables drivers to drive more efficiently and reduce fuel consumption.
Stagecoach UK
2003 to 2005
Operations Manager
Task & Responsibilities as above
Yorkshire Traction
2000 to 2003
Operations Manager/Depot Manager/Depot Supervisor/Depot Clerk/PCV Driver
Dixons Stores Group Plc
1987 to 2000
Senior Salesperson
Awarded Top Salesperson for the Company 1997 to 1998
• answer customer queries regarding the store and the merchandise provide information about warranties, manufacturing specifications, care and maintenance of merchandise and delivery options
• provide information about financing available
• receive and process cash, check and charge/credit payments
• provide change and receipts
• bag or package purchases
• count money, sort charge slips and balance monies
• maintain sales records
• place special orders
• process repair or alteration of merchandise
• stay current with sales prices and compile a weekly competitor report
• recognise and monitor security issues
• arrange and display merchandise
• keep merchandise area tidy
• take stock inventory
• requisition new stock
• train new starters
• recruit seasonal staff
Education & Training
Huddersfield Technical College
College – Certificate of Electronic Servicing Industrial and Domestic
City and Guilds Parts 1 2 & 3
General Communication Skills
Hold a PCV licence and a blue CPC card
Certificate of Retail Excellence – August 1992
Nebs Certificate in Management – October 2002
Assertiveness in the Workplace – August 2005
Appraisal Workshop – May 2006
Attendance Management – October 2006
Health & Safety Management – October 2006
Age Discrimination – January 2007
Employment Law – April 2007
Driver Walkround and Pre Service Checks – June 2007
Domestic PCV Hours – October 2007
Disciplinary Skills – October 2007
Equal Opportunities – October 2007
Recruitment & Selection – November 2007
Union Learning Rep Part 1 & 2 – June 2009
EDI Ptlls Certificate Level 3
First Aid Appointed Person
Please note – I had to give up my space on the National Operators CPC course for 2 members of staff as per instructions of the previous General Manager. Still wanting to acquire the qualification.
Interests
Enjoy meeting people . Big Fan of Will Hay movies – actually did my teaching presentation on his work in films.
I sometimes do stand up comedy to raise money for the British Heart Foundation.
And did audition for Britains Got Talent in 2010
References
Available on request
