Experience

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  Mercuri International UK ltd

  • Saddleworth, England, United Kingdom

  • Learning & Development Coach

    • Jul 2022 - Present
    • Saddleworth, England, United Kingdom

    Delivering remote & face to face distinction level coaching and assessment in relation to Standards for Sales Executive L4, Retail Manager L4, Retail Team Leader L3, Team Leader Supervisor L3, Customer Service Specialist L3, Business Administration L3, and Operations/Departmental Manager L5.

• 

  Remit Training

  • United Kingdom

  • Development Coach

    • Dec 2018 - Jul 2022
    • United Kingdom

    Delivering remote & face to face distinction level coaching and assessment in relation to Standards for Sales Executive, Retail Manager, Retail Team Leader, Team Leader Supervisor, Customer Service Specialist, Business Administration, and Management levels 2 - 5. Currently working with many clients including; Starbucks, Cox-Automotive, Rank Group, E.ON Energy, MAN Truck & Bus, Batleys/Bestway, Integral JLL, Cars2 Group, Spinks & Cristie Data-Lomart

• 

  North Lancs Training Group

  • Leadership and Management Tutor Assessor

    • Apr 2017 - Aug 2018

    Management and Team Leading Tutor AssessorNorth Lancs Training Group, Accrington April 2017 - August 2018Mentoring and coaching learners on Leadership & Management programmes at Level 3 through to Level 5 including all current standards/frameworks for L3 Team Leading, L4 Management and L5 Diploma in Management (ILM).Managing a caseload of 40 apprentices on L2 ,3, 4 and 5 apprenticeship programmes. Developed and delivered L3, 4 and 5 Standards group workshops to companies.Qualified L3 Certificate in Assessing Vocational Achievement.L3 Award in Education and Training (PTTLs).

• 

  Norweb Energy Limited

  • Bolton, United Kingdom

  • Business Consultant

    • Aug 2016 - Dec 2016
    • Bolton, United Kingdom

    Developed and delivered a unique in-store energy comparison service to retail outlets throughout the UK.Recruited, trained, assessed and managed a team of Norweb Energy field sales agents.Set up a contact centre specialising in sales of Norweb Energy and Virgin Media Business products.

• 

  POTENT SOLUTIONS LIMITED

  • Bolton, United Kingdom

  • Business Development Consultant

    • Jan 2016 - Aug 2016
    • Bolton, United Kingdom

    Designed, project managed and delivered a £450K training support programme for Post Office Ltd at short notice and with specific time critical requirements.

• 

  Post Office

  • United Kingdom
  • Retail
  • 700 & Above Employee

  • Senior Flagship Branch Manager

    • Apr 2012 - Sep 2014

    Devised and maintained a sales and customer focussed culture within the branch by deploying sales and customer coaching to the team.Successfully achieved targets against branch balanced scorecard.Ensured every opportunity was taken to reduce cost or improve customer service by regularly reviewing staffing levels.Recruited and developed staff for the branch as vacancies occurred.Identified areas of sales and customer standards weaknesses and worked collaboratively with the team to devise and deliver improvements to close any gaps.Developed and inspired the team to ensure colleagues had input into performance plans and understood the importance of their part in achieving the branch scorecard targets.Deployed Post Office performance management by ensuring that clear performance objectives were set and agreed through monthly 1-2-1’s and quarterly / annual PDR’s.Monitored and addressed colleague’s underperformance through effective development plans and followed business policy for conduct issues.Prepared and delivered branch sales meetings and other management meetings.

  • Area Manager

    • Aug 2011 - Apr 2012

    Managed 26 direct reports. 22 Branch Managers, 1 Sales Capability Manager & 1 Union Representative.Delivered K.P.I’s to agreed targets – delivered staff costs budget of 6m, delivered non staff costs budget of 2m, achieved focus income target for area of £22m and achieved customer experience as measured by mystery shoppers.Supported Counter Teams and Managers through regular 1-2-1’s and coaching.Ensured products under the governance of the financial services authority were sold compliantly by supervising training and observing staff in a coaching session and regular 1-2-1’s.Reviewed agreed plans to improve customer waiting times and complaints.Responsible for building a Health and Safety culture throughout the area.

  • Sales Capability Manager

    • Oct 2010 - Aug 2011

    Assisted the area Financial Specialists to deliver training and coaching resulting in increased capability.Supported the Branch Managers to deliver the regional sales model and consistently deploy it in their branches.Planned, designed and delivered training events to Branch Managers and Branch teams.Set objectives that would drive income.

  • Crown Service Project Implementation Manager

    • Nov 2009 - Oct 2010

    Applied learning from the Lean Service project to reduce waiting times in 20 National high profile Post Office Crown branches.

  • ‘Our Best Way’ Lean Service Project Manager

    • Mar 2009 - Nov 2009

    Worked with external LEAN consultants O.E.EDesigned, delivered and tested 10 tools to be used in Crown Branches to improve efficiency and customer experience.