Experience

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  Creative Car Park Ltd.

  • Head of Installations

    • Apr 2024 - Present

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  BornGood

  • Sunderland, England, United Kingdom

  • Head Of Service

    • Mar 2022 - Apr 2024
    • Sunderland, England, United Kingdom

    Led a new to market IT Hardware Service to homes across the UK managing the IT hardware needs for businesses. Developed to specialise in the new hybrid working from home sector to help business deliver efficiencies and cost saving improvements.• Enhanced asset management by achieving a 90% return rate of home worker assets within one year, resulting in a cost-saving improvement of over £320k for a client. • Created a new asset recovery calendar booking system that further improved return rates and successfully returned over 90K worth of assets within 8 months.• Integrated CRM systems, over-delivering on SLA, saving client £110K in first year by minimizing lost downtime.• Optimized delivery systems, enabling successful handling of large asset volumes across the UK providing our business upscaling opportunities.• Developed a customer feedback system to measure satisfaction and gather insights into customer behaviour.

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  Wickes

  • Regional Installation Manager

    • Jun 2021 - Mar 2022

    Deliver a digitally led installation service for a national retailer across multiple stores utilising sub-contracted companies to provide best in class service for a national retailer.• Ensured health and safety compliance by conducting weekly site audits.• Managed multiple installation projects weekly and recruited tradesmen to achieve full site coverage and deliver quick reactive responses to any remedial return visits. • Provided technical guidance to stores and contractors to ensure compliance with high-quality standards.• Ensured installation proposition is profitable and competitive within my store network.• Fostered collaborative relationships between clients, retail stores and 70+ independent installation contractors.• Managed and updated CRM system with consumer and trade information to improve customer service and facilitate data-driven decision-making.

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  Flatpack Global

  • Durham, England, United Kingdom

  • Regional Installation Manager

    • Jan 2019 - Dec 2020
    • Durham, England, United Kingdom

    Field Installation manager for clients including Ikea and Homebase ensured smooth running of key accounts of over £20m annually.• Led and managed a team of 80 independent sub-contracted service providers to deliver reactive and planned installation services in line with regulatory standards and service level agreements. • Conducted regular site audits to ensure compliance with health and safety regulations and high installation standards, resulting in zero safety incidents in my period of employment.• Integrated and delivered installation services for major clients, including Ikea and Homebase.• Implemented strategic plans to manage and grow client accounts, achieving record-breaking installation turnover in 2020 through positive relationships with key business partners.• Developed and maintained reports and metrics to drive business improvement and profitability in accordance with service level agreements and regulatory standards.

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  Homebase

  • North East

  • Divisional Installation Manager - Home Services North

    • Jul 2007 - Aug 2018
    • North East

    As Divisional Manager, I prioritized customer satisfaction by integrating 220 external installation companies to support 130 Homebase stores. To accomplish this, I led a team of 7 Area Managers in the North and implemented customer-centric strategies, resulting in high levels of customer service.• Maximized customer satisfaction by consistently achieving a rating of over 90% (conducted by MORI), making it the top KPI in the company.• Spearheaded the development and implementation of a comprehensive training strategy for 200+ employees, resulting in improved compliance with H&S standards, better customer service, and increased profitable sales.• Lead the introduction of an onsite compliance auditing process for the company focused on improvements to health & safety and workmanship. • Conducted regular sub-contractor meetings/forums to deliver best practices and drive highest levels of performance. • Achieved cost savings through effective management of field team delivering the lowest costs within the company.• Demonstrated exceptional customer service skills by resolving director-level complaints and ensuring customer satisfaction as the top priority, in line with company values and standards.• Mentored and coached field management teams, conducting regular PDRs and appraisals to enhance their ability to provide technical support and excel in their roles.

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  MFI

  • Store Manager

    • 2004 - 2007

    Managed a number of MFI stores around the North East of England. Responsible for all aspects of running a store including maximising profits whilst minimising costs. Managers were measured through a KPI ranking system (15 Key PerformanceIndicators) Number 1 - ranking for KPl's or the region in 2005. Ranked top KPI store in the company for 2005. Ranked 1 st KPI store in the company for the six months of 2006 before moving into a project role. Improved - Darlington MFI from ranked 165th to 5th position within the company within 8 months. Won - numerous company incentives throughout 05 & 06. Recruitment Champion - Appointed recruitment champion for the region.

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  Dixons Retail

  • Currys Branch Manager

    • 1994 - 2004

    Store Manager — Currys Superstores and PC WorldManaged numerous stores around the North East. Responsible for running multi million pound turnover stores operating to a P&L system with staff levels between 30 - 65. Accountable for all training, recruitment, HR, stock management, marketing and sales activity.• Senior Manager - Appointed for the region and managed area on numerous occasions in absence of Area Manager.• Won a number of awards from sales to seasonal incentives.Project Manager — CurrysManaged numerous projects for Currys for a total period of 3 years. Store refit — Appointed Currys refit store project manager to implement new store strategy throughout the UK. New Store - Project managed the opening numerous new store. This included reviewing marketing recruitment, training, merchandising and input into new store layouts.

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  Ratners Jewellers

  • Branch Manager

    • 1984 - 1994