Jonathan Shand
Inverkip, Greenock,Inverclyde
Summary
Customer experience and people leader with 15+ years delivering service improvement and measurable customer outcomes across retail contact center and property environments. Track record developing high-performing teams and improving customer journeys using data-driven insights. Experienced in operational leadership, coaching, quality assurance, complaints handling, and stakeholder management.
Overview
19
19
years of professional experience
Work history
Dual Site Phoneshop Manager
Tesco Mobile
Greenock, Inverclyde
2022.07 - Current
- Coordinated day-to-day running of 2 top-performing stores across West Scotland.
- Coordinated hiring, recruitment, and training to build a high-performing service team.
- Coordinated cross-store and cross-department workflow updates with daily handoffs.
- Tracked workflow changes through daily handoff lists, ensuring seamless transitions.
- Matched customer service schedules to available resources each day.
- Resolved complex customer complaints while maintaining service delivery standards.
- Conducted regular performance reviews to support ongoing team improvement culture.
- Cultivated positive team culture, enhancing employee satisfaction and reducing turnover.
- Maintained compliance with internal controls, industry regulations, and health requirements.
- Managed HR processes for absence, investigation, disciplinary, and grievance matters. in terms of absence, investigation, disciplinary and grievance.
- Received a 'Superstar Colleague' award from the Tesco Group CEO recently.
Property Inspector
Kilgen Lettings
Bridge of Weir, Renfrewshire
2022.07 - 2024.07
- Managed six-monthly inspection cycles across privately rented homes to evidence conditions.
- Produced inspection reports and maintained accurate property and customer records in alto.
- Coordinated repairs from inspection findings through to resolution with contractors.
- Built trustworthy relationships with clients through professional and respectful conduct during inspections.
- Communicated effectively with landlords to resolve property issues promptly.
- Assessed properties to identify specific maintenance needs for improved living conditions. for improved living conditions.
Contact Centre Development Coach
Arnold Clark
Glasgow, Glasgow City
2019.03 - 2022.06
- Designed and delivered training and coaching for agents, team leaders, and operations managers.
- Coached and developed team leaders and operations managers on leadership behaviours and Arnold Clark values.
- Implemented a call quality framework to increase productivity, reduce complaints, and resolve customer contact first time.
- Implemented sales and customer service bonus structure to reward performance and improve customer service outcomes.
- Improved cross-team communication by running daily agent huddles, weekly management meetings, and monthly department head sessions.
- Helped create new 50-person aftersales contact centre to remove call handling from 160 UK service centres.
- Supported recruitment, induction, and performance development in a high-volume target environment.
- Coordinated feedback tool to track and action input from 160 branch managers, enhancing service booking quality.
- Chaired contact centre 'Think Customer' team, integrating staff and customer insights into continuous delivery improvements.
- Supported performance improvement plans and formal people processes, including absence, investigations and disciplinary.
Team leader
EE
Greenock, Inverclyde
2012.03 - 2019.03
- Coached and led 15 agents delivering consumer service and SME technical support daily.
- Managed young apprentice programme, aligning development needs with coaching and regular check-ins.
- Improved performance across service sales, quality, compliance, and customer-feedback KPIs.
- Resolved complex ADR complaints as a senior escalation point, ensuring customer and colleague satisfaction.
- Optimised staffing and daily activity against demand deadlines and development needs.
- Led engagement and people-performance activity, including absence investigations and cases.
- Delivered site sales strategies generating £4 million in Greenock revenue in 2016.
Sales Assurance Executive
Three UK
Glasgow, Glasgow City
2009.07 - 2012.03
- Monitoring and auditing customer interactions to ensure sales complied with Three's policies, processes, quality standards and regulatory requirements.
- Analysing sales-assurance results to identify trends, risks, customer-impact issues and root causes, rather than simply scoring individual interactions.
- Produced structured reports and insights for operational managers and stakeholders, highlighting actionable areas for improvement.
- Recommended changes to sales processes and workflows to enhance customer experience, ensure compliance, and improve operational effectiveness.
- Integrated assurance findings into channel/customer-experience reporting, enabling the business to identify processes or behaviours causing poor customer outcomes.
- Working with Team Leaders and Managers to improve performance through coaching, feedback and targeted action plans.
- Supporting consistent application of sales standards across teams and challenging practices that could create customer detriment or compliance risk.
- Helping turn recurring assurance findings into process and customer-experience improvements, rather than treating assurance purely as a monitoring exercise.
Loyalty and Retentions Academy Coach
T-Mobile
Greenock, Inverclyde
2007.10 - 2009.07
- Designed and delivered coaching workshops and refresher training, embedding best practice and improving sales capability across teams.
- Coached sales advisers through performance data analysis, call observations, and targeted development plans, enhancing sales conversion, call quality, and customer service.
- Analysed sales and customer experience trends, identifying performance gaps and root causes to drive targeted improvement opportunities.
- Partnered with Team Leaders and Managers to turn performance insight into focused improvement plans, balancing commercial results with quality and compliance.
Education
GCSEs - Maths, English, Accounting & Finance, Art & Design, French, Biology, Health & Food Technology
St. Columbas High School
Gourock, Inverclyde 08/2001 - 08/2006
SVQ Level 1 - Customer Service
West College Scotland
GreenockSVQ Level 2 - Customer Service
West Scotland College
Greenock, InverclydeSVQ Level 3 - Management & Leadership
West College Scotland
Greenock, InverclydeSkills
- Quality assurance
- Cross-department coordination
- Workforce planning
- Leadership problem-solving
- Team motivation
- Composure under pressure
- Diversity and inclusion
Accomplishments
I was recently awarded a 'superstar' award at Tesco Head Office in London by the Group CEO. I was put forward for this with my efforts of turning around performance withint the Tesco Mobile Phoneshops within Inverclyde. I loved it!
References
References available upon request
Timeline
Dual Site Phoneshop Manager
Tesco Mobile
2022.07 - Current
Property Inspector
Kilgen Lettings
2022.07 - 2024.07
Contact Centre Development Coach
Arnold Clark
2019.03 - 2022.06
Team leader
EE
2012.03 - 2019.03
Sales Assurance Executive
Three UK
2009.07 - 2012.03
Loyalty and Retentions Academy Coach
T-Mobile
2007.10 - 2009.07
GCSEs - Maths, English, Accounting & Finance, Art & Design, French, Biology, Health & Food Technology
St. Columbas High School
08/2001 - 08/2006
SVQ Level 1 - Customer Service
West College Scotland
SVQ Level 2 - Customer Service
West Scotland College
SVQ Level 3 - Management & Leadership
West College Scotland