James Milward
Rugby
Summary
Accomplished professional with extensive experience in customer service, people management, and conflict resolution. Demonstrates exceptional skills in time management, task prioritisation, and budget handling. Proven track record in performance monitoring, service quality assurance, and technical understanding. Adept at process improvement, strategic planning, and effective communication. Experienced in staff training and development, service-level agreement negotiation, and complaint handling procedures. Proficient in inventory control, CRM systems knowledge, KPI monitoring, logistics coordination, and financial forecasting. Skilled in customer retention strategies, GDPR regulations understanding, sales strategy development, product launch experience, cross-functional team leadership, team leadership, quality assurance monitoring, performance reporting, service delivery optimisation and business development insight. Strong public speaking abilities with expertise in budget management and project management. Capable of workflow planning and customer complaint management with a solid foundation in decision making and policy development. Possesses extensive service knowledge aiming to leverage these competencies for continued professional growth within dynamic organisations.
Overview
19
19
years of professional experience
Work history
Service Manager
Universal Instrument Services
Blaby
02.2024 - Current
- Streamlined service operations by enhancing team collaboration and communication.
- Managed customer complaints for improved business reputation.
- Developed an efficient workflow to reduce service downtime by 10%.
- Improved response times by 60%, resulting in higher customer satisfaction rates.
- Actioned feedback from Customers, resulting in improved satisfaction levels.
- Implemented new tooling repairs for more efficient turn-around of instruments and increasing sales.
- Established clear lines of communication between management and staff, making a harmonious working environment.
- Maintained high standards of cleanliness and hygiene throughout the premises, ensuring employee and customer comfort and satisfaction.
- Liaised with suppliers for smooth operation of daily activities without interruption or delay due to lack of resources.
- Assessed employee performances regularly 1-2-1 as well as a Team, providing constructive feedback where necessary for continuous improvement.
- Implemented cost-saving measures which resulted in significant budget savings without compromising service quality or efficiency.
- Developed a induction programme for new employees that increased their productivity levels from the onset.
Temp Roles
Multiple
06.2023 - 02.2024
- Completed a couple of short term temporary roles from Warehouse Parts Managment at Pramac, Service Centre Manager HiQ and Tool Hire Service Manager for Jewsons
- Duties involved: Warehouse and Service department management, good business knowledge in the service and parts department, all in line with company objectives, stock management, and credit management.
- Liaising with directors and operations managers throughout the business.
- Involving myself with all aspects of the business, including within the Warehouse and Service department, Cost Control, Customer Service and Sales.
Operations Manager
Kwik Fit
Birmingham, West Midlans
06.2015 - 05.2023
- Operations Manager for Kwik Fit
- My areas covered Leicestershire, Derbyshire, Birmingham, Wolverhampton and Oxfordshire including multi site area with ranging for 12 to 16 centres
- Duties involve: Sales Management running a multi site operation having a good all round business knowledge and implementing sales and marketing strategies to achieve KPi’s in line with company objectives with continuous growth, achieving above sales targets set by Kwik Fit
- I had complete management of P+L, cost management, EBIT, cash flow forecast, stock management, credit management
- Delivering first rate customer service to the public sector as well as large Fleet management and ensuring all customer queries are dealt with swiftly and in a professional manner
- Achieving above sales targets set by Kwik Fit and maintaining a large EBIT profit for the company with growth of 18% Sales and 17% eBIT
- Managing a large team of 100 staff including Managers, Assistant Managers, 10 apprentices technicians, trainee technicians, advanced technicians, and service technicians
- Liaising with managing directors and operations managers throughout the UK
- Involving myself with my Team in all aspects of the business including reducing negative customer contact, vehicle maintenance, improving stock management and implementing new equipment and systems into the network
- I am responsible for my Staff development by continuous improvement training, better customer engagement, Administration and Vehicle maintenance
- I developed my Management Team and equipped them with the skills to be competent and confident people managers using my strong leadership and excellent communications skills
- I developed, implemented and monitored training plans, completed personal 1 to 1 reviews and attendance and performance management in line with corporate policies and procedures.
General Manager
Kwik Fit
Leamington, Warickshire
12.2012 - 06.2015
- General Manager for Kwik Fit in various locations including Rugby, Stratford and Leamington
- Duties involve: Delivering first rate customer service to the public and ensuring all customer queries are dealt with swiftly and in a professional manner
- Achieving above budgets set by Kwik Fit and maintaining a large profit for the company
- Managing a large team of 12 staff including apprentices, trainee fitters, advanced fitters and service technicians
- Liaising with managing directors and managers of other branches throughout the UK
- Involving myself with all aspects of the branch including customer service, money management, vehicle maintenance, stock management and implementing new equipment
- I am responsible for Staff development by training use of equipment, Administration and Vehicle maintenance.
Second Manager
Kwik Fit
Stratford-upon-Avon, Warwickshire
03.2012 - 12.2012
- A second manager for the Kwik Fit Stratford branch initially recruited to boost sales
- Main Duties included: Relocated to diagnose internal problems and bring new ideas to the business
- Focusing on sales to increase customers and bring more business to the branch
- Maintaining a good customer service and ensuring top customer relations
- Keeping a good working relationship with Part Suppliers to help reduce costs
- Controlling stock by ordering and returning parts to keep up with quickly changing customer requirements.
Assistant Manager
Kwik Fit
Rugby, Warwickshire
10.2010 - 03.2012
- Hired to train up to a General Manager Role and maintain daily operations of the Rugby branch
- Main Duties Included: Cover all duties during Extended General Mangers absence
- Help to build the business and increase customer spend
- Grew a small team of 6 into personnel of 10 to keep up with a growing customer base
- Distributing all jobs between employees to ensure swift completion of workload.
Assistant Manager
Mr Tyre
Coventry, Coventry
04.2006 - 10.2010
- Employed to increase sales and level of workmanship within the centre, work within the management team and reform the centre
- Main Duties Include: Improving customer service
- Getting all stocks under control
- Write up a plan to fund and arrange the refurbishment of the centre and customer reception
- Review all staff and recruit new staff where required
- Focus on sales to increase customers
- Diagnose all faults within the business and rectify to a high standard
- Manage controlled expenditure to control P and L.
Education
NVQ Level 3 -
The Institute of the Motor Industry
Skills
- Customer service
- People management
- Performance monitoring
- Service quality assurance
- Staff training and development
- Service-Level agreement negotiation
- Complaint handling procedures
- Inventory control
- Knowledge of CRM Systems
- KPI monitoring
- Team leadership
- Quality assurance monitoring
- Performance reporting
Timeline
Service Manager
Universal Instrument Services
02.2024 - Current
Temp Roles
Multiple
06.2023 - 02.2024
Operations Manager
Kwik Fit
06.2015 - 05.2023
General Manager
Kwik Fit
12.2012 - 06.2015
Second Manager
Kwik Fit
03.2012 - 12.2012
Assistant Manager
Kwik Fit
10.2010 - 03.2012
Assistant Manager
Mr Tyre
04.2006 - 10.2010
NVQ Level 3 -
The Institute of the Motor Industry
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