Experience

Innserve Ltd

• United Kingdom
• Hospitality
• 100 - 200 Employee

• Customer Service Delivery Manager

  • Feb 2017 - Present

  In this role I currently manage 18 Technicians who complete the service visits on Heineken's Smart Dispense system. My team of Technicians cover an area from the M62 south to Milton Keynes and across to the East Coast. This role ensures that the service visit on the Smart Dispense system is completed on the scheduled date and is completed to the required standard. I complete audits on the work carried out by the Technicians to ensure the work is being completed to a high standard and also have regular 1-2-1's in trade to complete on the job training or assess the technicians, complete vehicle checks and also do stock management. Initially, when the role started, I supported the Heineken Manager heading up the project with recruiting Technicians and Managers as well as writing new processes and ways of working. I initially managed the Technicians for the South West, Wales, South Coast, Kent, and the East and West Midlands whilst new managers were recruited, I then assisted with the training of these managers.

• Heineken Quality Technician Team Manager

  • Jan 2013 - Feb 2017

  This role was part of a secondment to Heineken UK technical team, I managed a team of 9 technicians nationally, who controlled everything from a technical perspective and a specification point of view relating to the installation of Heineken Served Extra Cold. This was a new project which involved devising the work process and responsibilities from surveying of the work (requesting building work if required) and the sell in with the Heineken sales force, through to the installation commissioning and ongoing training. The project in the UK was so successful that I was asked to go to Canada for a week to take Heineken North America and their service providers through the project and to explain how we had set up and managed the project from the technical perspective and how we made it such a success in the UK. This involved having training sessions and meetings in Toronto, Montreal and Calgary over 7 days . I also met with people from Heineken Ireland and Heineken Australia to go through the project details. Another responsibility of the team was covering national events and Festivals for Heineken, where we would train the staff on site how to pour the beer correctly, ensuring the quality of the product being dispensed was the highest it could be . The team were also heavily involved with the use of tank beer on larger events such as Hyde Park, British Summertime, Isle of White Festival, the Rugby World Cup and Parklife in Manchester. Here we were responsible for ensuring all the bars had sufficient supply of beer by decanting from road tankers in 10 Hec tanks which we would then transport to the correct bar and connect up over night so they were ready for dispense the following day.

• Heineken Technical Support Manager

  • Apr 2012 - Jan 2013

  I was placed on a secondment to the Heineken UK (HUK) Technical team to assist the HUK Technical Manager. This involved providing support to the HUK Technical Manager on a national basis. The role involved cost control for Heineken installations nationally, policing of technical specifications and assisting in the sourcing of equipment for the new smart dispense equipment that was in development and supporting sales with major projects. I completed this for 8 months before being asked by Heineken to accept a new role of Heineken Served Extra Cold Project Manager, managing a Heineken Quality national team, assisting in the set up and management of a technical team from recruiting and training, through to the day to day management.

• Innserve Area Installation Manager

  • May 2005 - Apr 2012

  Initially, this involved the management of 6 service providers who completed installation work for Innserve customers (Heineken UK/ Carlsberg UK ), monitoring the standard of installation by auditing and also training of any new specifications or ways or working, ensuring costs were controlled and ensuring all work was completed within the Service Level Agreement agreed within the contract, managing stock management and control and work allocation, completing regular business reviews. The area I covered was East Midlands and South Yorkshire.I would also manage the larger projects, such as stadium installations , Wetherspoon Installations etc directly with the site staff and the service providers.Within this role I was involved with project work as well.When Innserve took over the work for C&C mainly in Scotland I was asked to help integrating the C&C and CITY technicians into Innserve. This involved me working in Scotland for approximately 6 months setting up a new technician team and training the technicians and a new manager joining from CITY technical services, who were transferring to Innserve, this also involved reducing the workforce where required by redundancy.Following the work with the C&C integration in Scotland I was asked to manage a project to train the Britvic surveying process (New Innserve customer) out to the wider technician population. This involved me learning the process myself and then writing a training program, which I then delivered national to groups of technicians.

• Technical Service Representative

  • Jan 1991 - May 2005

  In this position I was involved with the installation and maintenance of drink dispense equipment for John Smiths followed by Scottish Courage and ultimately was transferred to the newly formed Innserve, where we looked after the install and maintenance of the equipment for various customers, but mainly Heineken UK and Carlsberg UK. This work involved unsociable hours and working on your own initiative to obtain the best results for both your company and the customer. During my time in this role I obtained an NVQ level 3 in drinks dispense as well as attending many equipment supplier courses relating to the work I was involved in.



Shipstones Brewery

• United Kingdom

• Laboratory Technician

  • Jan 1990 - Jan 1991

  This position involved the day to day quality control of the various products and ingredients used in the brewery and provide support and cover for the microbiologist of the laboratory if required . There would be regular meetings with various production personnel to discuss results and production issues . This position involved the day to day quality control of the various products and ingredients used in the brewery and provide support and cover for the microbiologist of the laboratory if required . There would be regular meetings with various production personnel to discuss results and production issues .



Griffith Laboratories International Inc

• United States

• Laboratory Technician

  • Oct 1987 - Dec 1989

  At Griffith Laboratories, I started in the Sample department, producing samples of food ingredients that would be sent out to customers. Eventually I took the role of department lead and managed a team of 3 people before transferring to the Quality Control department, where the work involved the day to day testing of the raw materials coming into the factory and the finished product before they were dispatched. This role included liaising with production and development staff over various issues. Whilst here I completed an HNC in Applied Biology (Food Science).