Jessica Handy
Summary
Experienced Team Manager of 10 years with a strong background in operational leadership, financial oversight, and performance management. Proven ability to lead high-performing teams, manage budgets and implement process improvements that enhance efficiency and profitability. Possesses strong transferable skills highly relevant to a Financial Controller role, including financial analysis, budget management, forecasting and cost control. Seeking to leverage management expertise and financial acumen to contribute to robust financial control, reporting accuracy, and business growth as a Financial Controller.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work history
Team Manager
Marks and Spencer
Durham
2016.05 - Current
- Successfully led and motivated my team of 17 line reports in a fast-paced retail environment, consistently delivering high standards of customer service and operational performance to hit our KPIs.
- Coached, developed, and performance-managed team members through clear communication, regular feedback, and tailored development plans, driving engagement and capability.
- Effectively managed challenging and sensitive conversations with professionalism, fostering accountability while maintaining positive working relationships.
- Adapted quickly to changing business priorities and led teams through periods of transformation, maintaining productivity and morale during times of change during the Covid 19 pandemic and the Cyber attack on M&S in March 2025.
- Embraced digital tools and new technologies to improve efficiency, streamline processes, and support evolving ways of working.
- Increased scheduling accuracy on MySchedule from 63% to 85% by carefully aligning labour resources with operational demand, improving efficiency and reducing staffing discrepancies.
Customer contact centre agent
NHS BSA
Gateshead
2016.02 - 2016.05
- Proficient in using multiple computer systems simultaneously to investigate, resolve, and respond to a wide range of queries accurately and efficiently.
- Experienced in handling and discussing confidential and sensitive information with dentists, healthcare providers, and patients, maintaining professionalism, discretion, and compliance with data protection requirements at all times.
Customer Assistant
Marks & Spencer
2009.08 - 2016.05
· Providing friendly, helpful, and efficient customer service on the shop floor
· Assisting customers with product queries, recommendations, and purchases
· Operating tills and handling cash, card, and digital payments accurately
· Replenishing stock and ensuring products are well presented and correctly priced
· Maintaining high standards of cleanliness, organisation, and visual merchandising
· Supporting stock rotation, reductions, and availability on shelves
· Working safely and following store procedures, policies, and compliance standards.
· Contributing to team targets, sales performance, and store KPIs.
Education
Bachelor of Science - Sport and Exercise Science
University of Sunderland
Sunderland 2010.09 - 2013.07
A-Levels - Maths
Heworth Grange Comprehensive
Gateshead 2008.09 - 2010.07
Skills
- As a Team Manager, I am responsible for completing rosters and timesheets for all colleagues within the Foodhall During the March 2025 cyber-attack, when access to all digital systems was unavailable, I successfully managed workforce scheduling using manual, paper-based processes while continuing to meet staffing targets I also identified and resolved numerous payroll issues arising from the disruption, ensuring colleagues were paid accurately and in a timely manner
- In my role as Team Manager for the Foodhall and Operations, strong attention to detail is essential Every food product has a designated location both backstage and on the shop floor, and ensuring these standards are consistently maintained is key to the efficient operation of the store By following established processes and maintaining accurate stock placement, I help ensure a smooth workflow, excellent product availability, and a positive customer experience
- In my current role, excellent organisational and time management skills are essential, as I am responsible for balancing a wide range of daily, weekly, monthly, and annual tasks Prioritising workloads effectively enables me to deliver excellent customer service while managing shop floor operations, backstage processes, people management responsibilities, payroll administration, and monitoring store performance against key targets By maintaining a structured approach, I ensure operational efficiency and consistently support the achievement of business objectives
- I am highly computer literate and regularly use a variety of systems within my current role, enabling me to adapt quickly to new technologies and processes I am proficient in Microsoft Excel and have recently used it to rebuild the resourcing model for the Foodhall and Operations departments, ensuring staffing requirements were accurately planned and managed I also use Microsoft Word extensively for people management documentation, including performance records, communications, and employee-related processes
- I have excellent communication skills, which I demonstrate by engaging with each member of my team daily, providing support, discussing priorities, and communicating key targets and objectives I regularly use Microsoft Teams to share important updates with both colleagues and fellow managers, ensuring clear and consistent communication across the department I also communicate effectively with customers by actively listening to fully understand their needs, remaining calm and patient in all situations, and adapting my communication style to suit each individual customer or colleague This enables me to build positive relationships and deliver a high standard of service
- In my role, I am required to work effectively both independently and as part of a wider team I collaborate with colleagues across all levels of the store, including Shopfloor Assistants, Backstage colleagues, Floor Managers, the Deputy Store Manager, and the Store Manager, to ensure processes are followed and targets are achieved I also liaise with colleagues in other stores when required, sharing information and best practice While teamwork is essential to the successful running of the business, I am equally capable of working independently, taking responsibility for tasks such as completing staff rosters, managing payroll-related activities, and supporting and developing my line reports
Timeline
Team Manager
Marks and Spencer
2016.05 - Current
Customer contact centre agent
NHS BSA
2016.02 - 2016.05
Bachelor of Science - Sport and Exercise Science
University of Sunderland
2010.09 - 2013.07
Customer Assistant
Marks & Spencer
2009.08 - 2016.05
A-Levels - Maths
Heworth Grange Comprehensive
2008.09 - 2010.07