John Gay
Stockport,SK1
Summary
A highly motivated and people-focused professional with over a decade of experience in coaching, training, and leadership within customer service and operations environments. Proven track record in developing individuals and teams, delivering impactful training programmes, and building strong relationships across all levels of an organisation. Passionate about helping people realise their potential, whether in the workplace or through personal development coaching. Strong communicator with a flexible and supportive approach.
Overview
14
14
years of professional experience
Work History
Planning & Dispatch Manager
British Gas Smart
08.2023 - 04.2025
- Lead team development with structured 1-2-1s, daily buzz sessions and coaching frameworks
- Manage training and competency tracking across teams
- Drive performance through consistent dispatch processes and data-led decisions
- Collaborate with stakeholders to identify key areas for individual and operational improvement
- Support peer development and share best practice within management network
- Unified team under a consistent operational vision
- Played a key role in the MaaS project rollout
- Strengthened performance via improved communication and development structures
Customer Excellence Training Team Manager
British Gas
05.2022 - 08.2023
- Oversaw training delivery and induction across new starters
- Coordinated assessment days, class structures and hardware/software readiness
- Delivered regular 1-2-1s and supported Training Coaches in their delivery and progression
- Built strong cross-functional relationships with recruitment, resources and leadership teams
- Introduced structured training packs and budget management processes
- Improved coordination between recruitment and training, ensuring class efficiency
- Promoted a supportive, high-performance training environment
Planning & Dispatch Manager
British Gas Electrical Servicing
01.2019 - 05.2022
- Managed national dispatch operations, performance tracking and stakeholder reporting
- Supported team development and led engagement across dispatch regions
- Coached teams through changes and process improvements
- Delivered consistent national top-spot performance for 8 consecutive weeks
- Developed processes for improved customer service and reduced business pressure points
Dispatcher
British Gas Electrical Servicing
01.2017 - 01.2019
- Coordinated engineers and daily logistics across busy field teams
- Worked closely with field managers to improve service delivery and communication
- Led knowledge-sharing initiatives to enhance team capability
- Designed monitoring tools to improve patch performance tracking
- Increased productivity across all assigned patches
- Helped lay groundwork for future training structures
Manager & Coach
Stockport Ladies AFC
01.2017 - 01.2019
- Planned weekly training and match strategies
- Delivered 1-2-1 coaching for skills development
- Managed safety, welfare, and logistics for the team
- Coached team to highest league finish (2nd place)
- Organised social events and supported wider club operations
- Safeguarding trained and inclusive coaching for all abilities
Assistant Manager
Co-operative Food
06.2011 - 04.2015
- Managed store operations, staff training, and customer experience
- Led recruitment and training of new starters
- Reduced stock loss and waste significantly
- Successfully managed a full store refurbishment and relaunch
Education
NVQ Level 2 - Business Administration
Think Employment
04.2025 -
NVQ Diploma - Customer Service (Level 3)
Rochdale College
01.2016 - 01.2017
SVQ Customer Service - Levels 1 & 2
Skill Seekers Apprenticeship
01.1996 - 01.1998
GCSEs - 6 incl. English, Maths & Science
Holyrood High School
01.1991 - 01.1996
Skills
- Career coaching & development
- Group & 1-2-1 training delivery
- Stakeholder engagement
- Performance & absence management
- Recruitment and onboarding
- Planning & organisation
- Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Time management & problem solving
- Mental health awareness
- Safeguarding & inclusive coaching
Additional Information
- Strong working knowledge of BI tools and Excel for basic data analysis
- Full, clean UK driving licence
- Mental Health First Aider
- Experience coaching individuals with disabilities and varied learning needs
References
References available upon request.
Timeline
NVQ Level 2 - Business Administration
Think Employment
04.2025 -
Planning & Dispatch Manager
British Gas Smart
08.2023 - 04.2025
Customer Excellence Training Team Manager
British Gas
05.2022 - 08.2023
Planning & Dispatch Manager
British Gas Electrical Servicing
01.2019 - 05.2022
Dispatcher
British Gas Electrical Servicing
01.2017 - 01.2019
Manager & Coach
Stockport Ladies AFC
01.2017 - 01.2019
NVQ Diploma - Customer Service (Level 3)
Rochdale College
01.2016 - 01.2017
Assistant Manager
Co-operative Food
06.2011 - 04.2015
SVQ Customer Service - Levels 1 & 2
Skill Seekers Apprenticeship
01.1996 - 01.1998
GCSEs - 6 incl. English, Maths & Science
Holyrood High School
01.1991 - 01.1996
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