Joseph Grailey
Brighouse ,West Yorkshire
Summary
Accomplished operations management professional with a proven track record in driving operational efficiency, cost control, and strategic planning. Expertise in budget management, staff recruitment, performance evaluation, and process improvement to enhance organisational success. Adept at ensuring safety compliance, financial forecasting, and lean management while fostering strong team leadership and employee training. Skilled in customer relationship management, conflict resolution, and data analytics to support business growth and maintain high standards of customer service excellence. Career-driven with a positive attitude, resilient mindset, and a commitment to achieving measurable results through creative thinking and effective decision-making.
Overview
10
10
years of professional experience
Work history
Customer Operations Manager
Royal Mail Bradford Valley
Bradford
2025.04 - Current
- Managed budgets and achieving targets through rigorous cost control.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
- Conducted performance reviews, setting objectives and identifying development needs.
- Developed and executed training programmes, enhancing staff skills and boosting productivity.
- Implemented strategic initiatives to enhance operational efficiency and reduce costs.
- Developed and enforced health and safety protocols, ensuring a safe workplace environment.
- Established performance metrics, driving accountability and recognising outstanding achievements.
- Monitored staff performance and developed improvement plans.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Managed fleet operations, overseeing maintenance, repairs, and safety compliance for over 100 vehicles.
- Managed between 20-90 staff members every single day.
Deputy manager
Royal Mail Bradford South
Bradford
2023.01 - 2025.03
- Addressed customer complaints promptly, improving customer satisfaction levels.
- Managed daily operations for smooth running of the office.
- Boosted team morale through effective communication and feedback systems.
- Collaborated with the manager to achieve organisational goals.
- Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
- Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
Postperson
Royal Mail Group
Bradford North
2022.04 - 2022.12
- Adhered to delivery schedules to maintain service standards.
- Improved community relations by providing friendly, reliable service.
- Followed all company policies, promoting a professional image at all times.
- Provided excellent customer service to enhance satisfaction levels.
- Sorted mail efficiently to ensure accurate deliveries.
Store Manager
Direct fans
Leeds
2018.06 - 2022.04
- Managed day-to-day store operations, including stock levels, staff rotas, and customer service standards.
- Managed store budget, controlling expenses to ensure financial targets were met.
- Oversaw inventory management, reducing stock loss through effective control measures.
- Actioned customer feedback to improve product and service provisions.
- Coached employees on upselling techniques, significantly increasing average transaction value.
- Hired and trained staff for optimum performance against sales and marketing objectives.
- Led a team of 20 staff, providing training, performance feedback, and personal development support.
- Held regular meetings with trade staff to delegate tasks, communicate market trends, sales KPIs and priorities.
Gym Manager
MP Fit
Birstall
2017.01 - 2018.06
- Led promotional activities and social media campaigns, enhancing the gym's visibility and attracting new members.
- Negotiated contracts with vendors and suppliers, securing cost-effective solutions for gym essentials.
- Addressed and resolved customer complaints promptly, maintaining a positive reputation in the community.
- Managed budget and financial reporting, ensuring profitability and identifying areas for cost reduction.
- Examined safety conditions to determine emergency action plan, minimising security risks.
- Coordinated with fitness instructors to tailor exercise classes to member needs, increasing class attendance by 30%.
- Conducted regular health and safety audits, maintaining compliance with UK industry standards and regulations.
- Organised and hosted health and wellness workshops, positioning the gym as a leader in fitness education.
- Led training sessions for staff on customer service excellence and operational efficiency improvements.
Apprentice personal trainer
MP Fit
Leeds
2016.01 - 2017.01
Education
GCSEs - 13 GCSES Grade A* - C
St John Fishers
Dewsbury 2013.05 - 2013.05
Skills
- Operations management
- Excellent Communication skills
- Resilient
- Career driven
- Budget management
- Staff recruitment
- Operational efficiency
- Safety compliance
- Lean management
- Team leadership
- Leadership skills
- Customer service excellence
- Decision making
Timeline
Customer Operations Manager
Royal Mail Bradford Valley
2025.04 - Current
Deputy manager
Royal Mail Bradford South
2023.01 - 2025.03
Postperson
Royal Mail Group
2022.04 - 2022.12
Store Manager
Direct fans
2018.06 - 2022.04
Gym Manager
MP Fit
2017.01 - 2018.06
Apprentice personal trainer
MP Fit
2016.01 - 2017.01
GCSEs - 13 GCSES Grade A* - C
St John Fishers
2013.05 - 2013.05