Amber Lawton-Coupe
Clitheroe,Lancashire
Summary
Resolution-driven professional with leadership experience in retail-management and buying, specialising in customer complaints, escalations, and fair, evidence-based decision making. Known for a calm empathetic approach to resolving complex cases and managing sensitive HR-related issues. Effective communicator with a collaborative mindset and a proven ability to build relationships with internal and external stakeholders.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work history
Floor Manager and Buyer
Dawson's Department Store
Clitheroe, Lancashire
2025.01 - Current
- Resolved customer complaints and escalations with a calm, fair, and evidence-based approach, maintaining high levels of satisfaction and trust.
- Managed HR-related issues, including staff grievances, absence management, performance reviews, and policy guidance, ensuring confidentiality and compliance.
- Oversaw daily floor operations, prioritising workload to deliver efficient service and smooth customer experiences.
- Exercised judgement in operational and purchasing decisions, balancing organisational policies, customer needs, and business requirements.
- Collaborated with senior management and stakeholders to support strategic planning and operational improvements.
- Supported colleagues in understanding and applying company policies, rotas, and procedures, enhancing team effectiveness and morale.
- Built and maintained professional relationships with industry contacts and external partners to support operational goals.
Administrative Assistant
Font Communications
2020.04 - Current
- Maintaining excellent attention to detail whilst entering a high volume of information into databases.
- Supporting team projects by providing timely, accurate administrative support.
- Prioritising and managed multiple administrative tasks to meet tight deadlines.
- Assisting in preparing reports, spreadsheets, and summaries for team and management use.
Assistant Manager
Dawson's Department Store
Clitheroe, Lancashire
2024.06 - 2025.01
- Coordinated daily activities and ensured seamless communication among staff and management.
- Ensured new starters were fully trained on company policies and operational procedures and integrated smoothly into the team.
- Delegated daily tasks to staff, balancing workloads and ensuring smooth work operations.
- Supported health and safety standards aligning with company and legal requirements.
Retail Assistant
Dawson's Department Store
Clitheroe, Lancashire
2022.11 - 2024.06
- Assisted customers by providing product information and recommendations to enhance shopping experience.
- Organised merchandise displays to ensure optimal visibility and accessibility for customers.
- Processed transactions efficiently at point-of-sale system while maintaining accurate cash handling procedures.
- Participated in training sessions to develop product knowledge and improve customer service skills.
Legal Assistant
Bond Turner
Liverpool, Merseyside
2022.05 - 2022.10
- Assisted in drafting and reviewing legal documents ensuring compliance with regulations.
- Managed case files and documentation maintaining organised records for easy access.
- Communicated with clients and external parties providing updates and gathering necessary information.
- Maintained confidentiality of sensitive information adhering to legal and ethical standards.
- Reviewed and edited legal correspondence for accuracy and clarity within strict deadlines.
Education
Bachelor of Science - Criminology
University of Chester
Chester, England 2018.09 - 2022.04
A-Levels -
Clitheroe Royal Grammar School
Clitheroe, Lancashire 2016.09 - 2018.06
Skills
- Customer relations and complaint handling
- Workload prioritisation and case management
- Effective written and verbal communication
- Time management
- Conflict resolution
- Stakeholder engagement
- Staff management and HR related issue handling
- Working calmly and effectively under pressure
- Policy-led decision making
Timeline
Floor Manager and Buyer
Dawson's Department Store
2025.01 - Current
Assistant Manager
Dawson's Department Store
2024.06 - 2025.01
Retail Assistant
Dawson's Department Store
2022.11 - 2024.06
Legal Assistant
Bond Turner
2022.05 - 2022.10
Administrative Assistant
Font Communications
2020.04 - Current
Bachelor of Science - Criminology
University of Chester
2018.09 - 2022.04
A-Levels -
Clitheroe Royal Grammar School
2016.09 - 2018.06