Joseph Osborne
York,YOR
Summary
Experienced customer-focused professional with a strong background in service, sales support, and complaint resolution. Known for building positive client relationships, communicating clearly, and staying calm in fast-paced environments.
Results-driven supervisor with experience leading teams, training staff, and keeping daily operations running smoothly across retail, hospitality, and member support settings. Strong in time management, problem-solving, and collaboration, with a consistent focus on service quality and team performance.
Overview
9
9
years of professional experience
Work History
Sales Marketer
York City Sightseeing
04.2026 - Current
- Promoted and sold sightseeing tours to visitors, highlighting routes, landmarks, and ticket options.
- Assisted customers with bookings, inquiries, and itinerary recommendations.
- Engaged travelers through friendly sales conversations and product explanations.
- Cultivated strong and successful client relationships by being a key point of contact for questions and concerns.
- Coordinated with team members to align messaging across service points.
- Passed out informational brochures at businesses to connect with potential customers and increase brand awareness.
- Handled Customer Complaints and Enquiries professionally using problem-solving and active listening skills to resolve issues effectively.
- Worked alongside a rival sightseeing company, developing resilience, confidence, public speaking, negotiation, and debating skills.
- Maintained a high level of awareness in a fast-paced public environment and responded quickly to changing situations
Barback Supervisor
Jalou
08.2025 - 08.2026
- Restocked beer, liquor, mixers, and glassware to keep bar stations ready for service.
- Replenished ice bins, garnishes, and bar supplies while maintaining clean and organised work areas.
- Assisted bartenders with glass collection, sanitation, and fast table resets during peak service.
- Monitored supply levels and communicated restock needs to support uninterrupted beverage service.
- Cleaned spills, wiped surfaces, and removed waste to maintain safe, guest-ready environments.
- Coordinated with bar staff to streamline back-of-house workflow and improve service speed.
- Maintained cleanliness of all bar areas according to health department standards through diligent sanitation practices.
- Refined multitasking abilities under high-pressure situations during peak business hours, contributing to seamless operation flow.
- Assisted with training new barbacks, sharing knowledge of bar operations and best practices, resulting in a more efficient team.
- Increased teamwork among staff members by proactively offering assistance whenever needed or requested from coworkers or supervisors.
- Coordinated bar back shift coverage by delivering guidance and support to bar back staff as the first point of contact.
- Coordinated staff break schedules and responded quickly to evolving demands within a fast-paced environment.
- Assisted colleagues in resolving problems or concerns, strengthening trust and effective working relationships.
- Cultivated leadership motivation, adaptability, and decision-making skills while overseeing staff responsibilities in a busy environment.
Member Advisor
Benenden Health
01.2026 - 04.2026
- Responded to member enquiries by phone, providing clear guidance on health plan benefits and services.
- Assisted members with healthcare enquiries by establishing cases and arranging appropriate diagnostic appointments, along with surgical treatment if required.
- Supported members seeking assistance within areas such as cancer and mental health cases through listening and signposting them to appropriate support.
- Developed strong active- listening communication and call-handling skills while supporting members from a wide range of backgrounds.
- Logged case details accurately in CRM systems, maintaining complete records for follow-up and resolution.
- Explained policy information using approved scripts, ensuring consistent and compliant member support.
- Managed sensitive conversations with empathy, helping resolve concerns while maintaining professional service standards.
- Supported members with claims, payments, and account updates, improving first-contact resolution.
- Coordinated follow-up actions with internal teams, tracking outstanding tasks to ensure timely member updates.
- Developed comprehensive knowledge of products and services to better assist members in reaching their financial goals.
- Delivered exceptional customer service through active listening, empathy, and timely communication with members.
- Used specialist digital systems to record and manage member information and case details accurately.
Barback
Jalou York
06.2023 - 08.2025
- Restocked liquor, beer, wine, ice, and garnishes to maintain bar readiness during peak service.
- Supported bartenders by preparing service stations, glassware, and mise en place before shifts.
- Removed used glassware and debris to keep bar areas clean, safe, and organised.
- Rotated stock and monitored inventory levels to prevent shortages and reduce waste.
- Transported kegs, cases, and supplies efficiently between storage areas and service points.
- Assisted with opening and closing duties, including setup, breakdown, and replenishment.
- Restocked glassware, cleaned tables and organised supplies to meet demanding trading periods throughout shift.
Supervisor
Marks & Spencer
12.2021 - 11.2022
- Supervised daily store operations, maintaining service standards and smooth customer flow.
- Trained colleagues on tills, stock replenishment, and customer service procedures.
- Coordinated floor teams to deliver consistent merchandising and product availability.
- Monitored stock levels, escalating shortages and supporting accurate replenishment.
- Resolved customer issues promptly, protecting service quality and brand reputation.
- Checked compliance with health, safety, and store- housekeeping requirements.
- Scheduled and briefed team members to support efficient shift coverage.
- Reviewed performance feedback with staff, reinforcing expectations and operational consistency.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organise workflows.
- Demonstrated commitment to the organisation''s core values, leading by example and fostering a culture of excellence.
Customer Assistant
Marks & Spencer
02.2019 - 12.2021
- Resolved customer queries across sales floor, fitting rooms, and checkout, maintaining high service standards.
- Replenished stock, rotated products, and maintained orderly displays to support availability and presentation.
- Operated tills and self-checkouts accurately, handling transactions, refunds, and payment queries efficiently.
- Supported visual merchandising changes, ensuring promotions, pricing, and signage aligned with store guidelines.
- Assisted colleagues during busy periods, coordinating priorities to keep queues moving and service consistent.
- Guided new team members on store routines, customer service expectations, and safe working practices.
- Managed click and collect handovers, ensuring orders were processed accurately and ready for customers.
- Maintained a clean and organised store environment, promoting an inviting atmosphere for customers.
- Managed multiple tasks simultaneously while maintaining composure under pressure from busy store traffic.
- Improved customer satisfaction by addressing and resolving complaints promptly and professionally.
- Handled cash transactions accurately while adhering to company security protocols.
- Assisted customers in locating desired items, ensuring a positive shopping experience.
- Provided exceptional service by maintaining a thorough knowledge of products, services, and store policies.
- Collaborated with colleagues to ensure seamless customer service during high-traffic periods.
- Recognised for strong performance and reliability through selection for the company mentorship programme.
Football Manager
Local Team
06.2018 - 06.2020
- Oversaw local football team operations, including training session planning, team selection, and match tactics development.
- Facilitated player development by providing constructive feedback and enabling technical skill improvement and deeper game understanding.
- motivated players and created a positive, supportive team environment focused on teamwork, commitment, and discipline.
- Coordinated fixtures, training schedules, and other team activities, demonstrating strong organisation and time-management skills.
- Maintained effective communication with players, parents, and coaches to foster positive relationships and clarify expectations.
- Applied leadership communication, decision-making, and problem-solving skills by managing the team and making decisions under pressure.
Teaching Assistant
Clifton Green Primary School
09.2017 - 02.2018
- Supported classroom teaching by preparing learning materials and reinforcing lesson objectives.
- Delivered targeted small-group interventions in reading, writing, and mathematics.
- Monitored pupil progress and shared observations with class teachers to guide next steps.
- Assisted children with additional needs through tailored support and calm behaviour management.
- Supervised classroom routines, transitions, and activities to maintain safe, focused learning.
- Collaborated with teachers and support staff to strengthen inclusive practice across year groups.
- Promoted safeguarding, wellbeing, and positive behaviour expectations throughout the school day.
- Managed classroom behaviour effectively, creating a positive learning atmosphere conducive to academic success.
Education
Bachelors - History
York St John University
York, United Kingdom06-2024
Skills
- Mangement and Leadership
- Customer targeting
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving and Analytical abilities
- Multitasking
- Reliability
- Excellent communication
- Organisational skills
- Decision-making
- Detail-oriented
- Relationship building
- Sales strategy
Timeline
Sales Marketer
York City Sightseeing
04.2026 - Current
Member Advisor
Benenden Health
01.2026 - 04.2026
Barback Supervisor
Jalou
08.2025 - 08.2026
Barback
Jalou York
06.2023 - 08.2025
Supervisor
Marks & Spencer
12.2021 - 11.2022
Customer Assistant
Marks & Spencer
02.2019 - 12.2021
Football Manager
Local Team
06.2018 - 06.2020
Teaching Assistant
Clifton Green Primary School
09.2017 - 02.2018
Bachelors - History
York St John University