CARL STEPHEN ROSS
Whitby,North Yorkshire
Summary
Builds strong teams through coaching, cross-training and clear communication that improves day-to-day store delivery. Manages reporting, KPI monitoring and business reviews to identify priorities and support better commercial decisions. Handles customer concerns, compliance checks and workforce planning with a calm and organised approach that protects service standards.
Overview
20
20
years of professional experience
Work History
Area Support Manager
Cancer Research UK
12.2022 - 06.2026
- Supported the Area Manager with the smooth operation and performance of 18 shops in the North East & North Yorkshire
- Assumed additional Area Manager responsibilities during holidays and absences
- Conducted regular performance reviews, setting objectives and delivering constructive feedback to enhance team development.
- Recruitment of new staff, objective setting and performance reviews
- Handling ER cases such as Absence Improvement Notices and Probation Extensions
- Carry out Area Manager Health & Safety Audit checks
- Prepared detailed reports on support activities, emphasising strategic improvement opportunities and key successes.
- Attend weekly Divisional Conference Calls to analyse business performance
- Managed escalated customer issues, delivering effective solutions that improved customer retention.
- Support Shop Managers with Commercial Layouts and Visual Merchandising
- Oversaw training programmes for new hires, fostering a culture of continuous learning and development.
- Rota Planning to cover Staff Holidays utilising the wider team from other stores if necessary
- Facilitated cross-training among team members, ensuring comprehensive understanding of KPIs, Health & Safety and Security
- Organized regular team meetings, fostering an environment of open communication and collaborative problem solving.
- Approve Holidays and Process Extra Hours
Shop Manager and Training Shop Manager
Age UK
02.2019 - 12.2022
- Managed daily operations of a high-volume retail store, overseeing staff performance and customer service standards.
- Recruited & Trained new employees in customer service exellence, product knowledge, and operational procedures.
- Addressed customer complaints promptly, turning dissatisfied customers into repeat customers.
- Maintained high standards of store presentation and cleanliness.
- Maintained visual merchandising standards to maximise store appeal and attract customers.
- Managed stock processing and rotation to optimise product availability and minimise stock discrepancies.
- Oversaw cash handling, security measures, and banking procedures.
- Completed Monthly and Annual Health and Safety Risk Assessments
- Stored stock safely and securely to maintain quality of goods.
Customer Experience Manager & Trainee Business Performance Manager
William Hill
02.2015 - 02.2019
- Conducted business performance management training sessions, enhancing team skills and knowledge
- Provide support and training on health and safety and compliance
- Managed shop operations to achieve financial dashboard targets
- Visited cluster shops to ensure maintenance of standards and compliance
- Recruit and train new team members
- Process bets and provide excellent customer service
Customer Services Assistant
Yell Adworks Ltd
11.2006 - 01.2011
- Performed outbound calls to customers, resolving advertising issues and enhancing customer satisfaction
- Collaborated with customer service and sales teams to effectively address client needs and improve service delivery.
- Processed adverts for Yell Ltd products, ensuring accuracy and compliance with client specifications
Education
Psychology Degree - Psychology
Sheffield Hallam University
Sheffield, SHF01-2006
A-Level - History, Psychology, English Literature
Scarborough Sixth Form College
01-2003
GCSEs - Maths, English
Scalby School
Scarborough01-2001
Skills
- Retail operations
- Retail management
- Performance monitoring
- KPI reporting
- Retail analytics
- Operational efficiency
- Staff training
- Recruitment screening
- ER case handling
- Dispute resolution
- Client relationship management
- Customer Service
- Proactive communication
- Empathetic communication
- Rapport building
- Innovation leadership
REFERENCES
Available upon request
INTERESTS & HOBBIES
I like to work out in the gym 3 times a week and run once a week. I have completed a 5k run for Charity and I am currently training towards a 10k run.
Timeline
Area Support Manager
Cancer Research UK
12.2022 - 06.2026
Shop Manager and Training Shop Manager
Age UK
02.2019 - 12.2022
Customer Experience Manager & Trainee Business Performance Manager
William Hill
02.2015 - 02.2019
Customer Services Assistant
Yell Adworks Ltd
11.2006 - 01.2011
Psychology Degree - Psychology
Sheffield Hallam University
A-Level - History, Psychology, English Literature
Scarborough Sixth Form College
GCSEs - Maths, English
Scalby School