Graeme Clark

Supported seven store management teams in Brighton, ensuring operational continuity during absences.

Facilitated stock takes and contributed to complete refurbishment of Churchill Square store.

Organised efficient routes to provide optimal support to management teams.

Assisted in training new management and team members, enhancing team competency.

Implemented best practices and shared expertise to help teams achieve targets and KPIs.

• Served as first point of contact for global members, providers, and insurance brokers, handling up to 24 calls per hour.
• Resolved customer queries via phone, email, and app to ensure satisfaction.
• Monitored inquiries in accordance with best practices to maintain service standards.
• Escalated critical issues when necessary, ensuring timely resolutions.
• Provided accurate information regarding customer account inquiries to address complaints.
• Established rapport through professional and courteous communication.
• Upheld privacy and security requirements dictated by national legislation.

• Handled emergency calls for clients' alarms, coordinating ambulance, Fire Service, and Police responses.
• Conducted weekend check calls across all council housing schemes to ensure client safety.
• Provided immediate first aid support over the phone during crisis situations.
• Managed out-of-hours calls for Child Services, Homeless team, Adult Social Care, and Mental Health Services.
• Processed referrals and liaised with appropriate departments for effective service delivery.
• Addressed enquiries regarding services, processed termination requests, and arranged necessary repairs.
• Maintained comprehensive customer records to uphold service quality.
• Engaged with distressed individuals, employing de-escalation techniques in challenging scenarios.

• Joined Superdrug as Assistant Manager Designate, overseeing management teams across seven Brighton stores.
• Promoted to Assistant Manager at Brighton Station store, responsible for daily operations from 6 am to 11 pm.
• Managed all stock-related activities, including sales targets, stock takes, and date coding.
• Coordinated monthly promotional changes, store layouts, maintenance, and cleanliness initiatives.
• Led teams of up to 28 sales advisors and 5 team leaders to achieve operational goals.
• Organised rotas, booked holiday leave, and arranged cover for absences.
• Conducted return to work meetings and disciplinary procedures as required.
• Recruited, trained new staff, and nurtured potential future team leaders and managers.
• Managed cash registers accurately, reducing discrepancies at end of day reconciliation.
• Delegated tasks to team members, efficiently improving overall productivity.

• Transformed store from environmental health warning to five-star rating within four weeks.
• Established a reliable team through effective recruitment and training processes.
• Oversaw stock ordering and inventory management to ensure optimal supply levels.
• Coordinated maintenance, supplier relations, and cleaning operations efficiently.
• Managed staff rotas, holidays, and wage payments to maintain operational continuity.

• Served as ASMT of Operations, overseeing opening of Hove store and refurbishment of Brighton store.
• Monitored and reported on food and beverage wastage to identify reduction opportunities.
• Coordinated staff rotas to ensure adequate coverage across shifts.
• Implemented monthly promotional changes, including updates to all point of sale materials.
• Managed store maintenance and monitored refrigeration systems for compliance.
• Developed strategies for waste reduction, date codes, audits, and store layouts.
• Trained departments in Dorking and Hove branches on new strategies and best practices.
• Acted as section manager on two occasions to cover long-term sick leave and maternity leave.