Gemma Merriman
Northampton,Northamptonshire
Summary
Dynamic professional with a strong foundation in communication and interpersonal skills, complemented by leadership and team coordination abilities. Demonstrates excellence in customer service and adept problem-solving and decision-making skills. Committed to maintaining high standards of health & safety awareness, with a keen eye for organisation and attention to detail.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
Work history
Support Duty Manager
Nuffield Health
Northampton, Northamptonshire
02.2026 - Current
- Oversee daily operations of the fitness facility, ensuring smooth running of all departments
- Deliver excellent customer service, acting as the first point of contact for members and handling queries or complaints professionally
- Ensure strict adherence to health and safety procedures, including completing opening and closing checks
- Supervise and support team members, providing guidance and maintaining high standards of performance
- Monitor gym floor activity and ensure equipment is safe, clean, and fully operational
- Respond to incidents and emergencies, taking appropriate action and completing reports where required
- Drive member engagement by promoting services, classes, and membership options
- Handle cashing up, bookings, and administrative duties accurately
Front of house team member
Nuffield Health
Northampton, Northamptonshire
02.2025 - Current
- Delivered excellent customer service by greeting members and visitors, ensuring a welcoming and professional front-of-house experience.
- Responded to member enquiries efficiently, providing clear information on memberships, facilities, and class bookings.
- Managed high volumes of customer interactions calmly, maintaining a friendly and approachable manner at all times.
- Handled administrative tasks including bookings, enquiries, and general reception duties with strong attention to detail.
- Resolved customer queries and complaints effectively, helping to maintain high levels of member satisfaction.
- Supported daily operations by multitasking across reception duties while maintaining a clean, organised front-of-house environment. [https://ou...essageItem | Outlook]
- Promoted services, memberships, and products, contributing to overall sales and member engagement. [https://ou...essageItem | Outlook]
- Worked collaboratively with the wider team to ensure smooth running of the club and a positive member experience.
Customer service assistant
Boots
Northampton , Northampton
11.2024 - 05.2026
- Improved customer relations by managing customer complaints effectively.
- Offered helpful advice on product selection, leading to increased sales.
- Multi-tasked to keep customer service levels at optimal capacity at peak times.
Administrative Assistant
Wings Events Ltd
Northampton, Northamptonshire
12.2014 - 05.2026
- Kept and maintained accurate filing system for preservation of office information.
- Supported company with administrative needs for quotations, invoicing, acounting and taxes.
- Organised tasks by level of urgency and importance to make best of use time and resources.
- Created email notifications, invitations and agendas for meetings, events and appointments.
- Processed new customer orders, coordinated related documentation and adjusted account balances.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Responded to customer requests with friendly, knowledgeable service and support.
- Maintained excellent client satisfaction by providing in-depth support.
Care Home Manager
HC One
Northampton, Northamptonshire
01.2011 - 06.2012
- Line managed 20 staff members by monitoring Key Performance Indicators (KPIs), overseeing appropriate training programmes and demonstrating inspirational leadership.
- Managed schedule of staff to establish round the clock working shifts.
- Supervised and evaluated staff work, providing constructive feedback for improved services.
- Registered with Care Quality Commission (CQC).
- Built and maintained helping relationships with elderly residents and their families.
- Developed and updated personalised care plans suitable for patient needs.
- Attended regular training to develop expertise in people management and care service provider regulations.
Registered Nurse
HC One
Northampton, Northamptonshire
06.2006 - 12.2010
- Monitored patient vitals and necessary signs.
- Responded to emergency situations quickly within appropriate procedures.
- Dressed surgical wounds, monitored healing and replaced bandages to prevent infections.
- Worked closely with fellow nurses, doctors and clinicians for consistent communication and continued best care practices.
- Assessed, planned and implemented treatments with precision and care, prioritising patient wellbeing.
- Conducted informative handovers at shift end through concise and accurate reporting and communication.
- Dealt with emergencies with calm and composure.
Education
Bachelor of Science - Nursing
University of Northampton
Northampton 11.2001 - 07.2005
Higher National Diploma - Health Studies
Northampton College
Northampton, Northamptonshire 09.1999 - 06.2001
Skills
- Strong communication and interpersonal skills
- Leadership and team coordination
- Customer service excellence
- Problem-solving and decision-making
- Health & safety awareness
- Organisation and attention to detail
Affiliations
- Gym
Accomplishments
Nuffield 'Makes a difference' Staff Recognition Award April 2026
Timeline
Support Duty Manager
Nuffield Health
02.2026 - Current
Front of house team member
Nuffield Health
02.2025 - Current
Customer service assistant
Boots
11.2024 - 05.2026
Administrative Assistant
Wings Events Ltd
12.2014 - 05.2026
Care Home Manager
HC One
01.2011 - 06.2012
Registered Nurse
HC One
06.2006 - 12.2010
Bachelor of Science - Nursing
University of Northampton
11.2001 - 07.2005
Higher National Diploma - Health Studies
Northampton College
09.1999 - 06.2001