Jack Pelham

• Advised clients on various protection products for improved financial security.
• Reviewed client portfolios to identify potential risks.
• Actively participated in regular industry events for networking and professional development opportunities.
• Provided tailored advice based on individual client circumstances, ensuring optimal coverage.
• Maintained up-to-date knowledge of market trends by conducting rigorous research.

• Closely followed-up on leads generated from online enquiries, increasing conversion rates.
• Consistently hit KPIs from a Used Car perspective.
• Engaged in regular product training sessions for staying updated with latest features and specifications.
• Ensured accurate documentation of all sales activities, upholding company's compliance standards.
• Identified suitable vehicles for customers' needs, enhancing their buying experience.
• Achieved high customer satisfaction by providing excellent service.
• Facilitated smooth vehicle handovers to ensure complete customer satisfaction.
• Built strong relationships with customers for increased loyalty.
• Utilised CRM systems effectively to manage client information and follow-ups.
• Established trust with clients by demonstrating transparency in all transactions.
• Finalised sales administration accurately and promptly to meet company standards.
• Provided post-sales services to offer follow-up support and collect customer feedback.

Managing a building of multiple different leisure facilities including the holiday village’s main booking and information point

Proficiently managing a team of over 15 employees
Providing exceptional customer service to all guests by resolving issues and advising on general queries during their stay
Strategically placed into the role due to required skillset and division needs

• Conducted intensive safety audits and investigated reported issues, accidents and near-misses.
• Delivered exceptional customer service by proactively listening to concerns and answering questions.
• Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
• Served customers to drive sales and deliver top-quality experiences.
• Proficiently managed a team of 40 instructors, ensuring highest standards of health & safety compliance whilst operating high ropes activities
• Prepared and managed multiple internal and external audits and inspections to ensure high standards of industry standard training and compliance were adhered too
• Monitored and delivered budgeted sales targets periodically
• Increased revenue by upselling and recommending products.
• Engaged with stakeholders to build relationships and brand awareness.
• Helped implement high levels of e-learning compliance across leisure division.

• Gained skills, knowledge and experience working across various departments through a variety of different roles around the company listed below
• Guest Services - Liaising with guests regarding general queries and service recovery issues for site with over 900 units of accommodation
• HR - Generalist advisor with responsibilities for DBS forms, employee relations, absence & maternity log management and general queries
• Lakeside Inn - Bar team member and shift leader (serving, guest liaison)
• Pancakes House - Team member and shift leader (seatings plans, serving)
• Leisure facilities - Team member and shift leader (handling complaints, opening/closing plaza, organising shifts and financial metric analysis at end of period review)
• Subtropical Swimming Paradise (STSP) - Lifeguard and Team Leader
• Housekeeping - Rotated around accommodation, general areas and linen working as shift leader, duties involving lodge and central buildings cleanliness checks, rotas and shift planning
• Digital Learning Coordinator (Head Office) - Part of the initial project team that delivered the company's new learning management system; Knowledge Centre. Throughout this phase conducted site testing and content designing. Remained on this project since the roll out, designing new e-Learning content inline with H&S legislation, building new system functionality within the platform such as advanced reporting functionality and general site management & administration
• Other main duties for this role include building and managing key stakeholder relationships throughout the business in order to bring about new e-Learning content/site functionality, designing current training resources, regulation of user data management and hosting webinar training solutions
• Once the initial site had been launched I remained working on the LMS, continuing to build e-learning content and hosting solutions to upwards of 10,000 learners. Throughout this process I worked closely with third party providers for guidance where needed including multiple projects such as advanced reporting dashboards and new hierarchy reporting functionality
• Assistant Manager for Pool - Main duties involving handling rotas, timesheets, enforcing and maintaining high standards of cleanliness of all facilities, performance management, handling of guest complaints, communicating with senior management on updates etc.

• Worked closely with clients to devise personal workout programmes in line with unique fitness goals
• Maintained a clean, safe gym environment, carrying out regular standard checks to maintain high company standards
• Delivered inductions for new members, ensuring confidence and competence in use of gym facilities

• Collaborated with team to achieve full pool coverage and cleaning procedures
• Observed swimmers attentively, quickly responding to risks and concerns
• Supported aqua classes with pool preparation and demonstrations
• Maintained compliance with pool policies and procedures, offering suggestions to staff to maximise safety awareness