Lance Bown

As a self-employed courier, I manage end-to-end delivery operations across the UK, supporting various clients with fast, reliable, and professional logistics services. The role demands flexibility, initiative, and excellent time and route management to meet both regular and urgent delivery needs.

Key Responsibilities:

• Collect and deliver parcels nationwide, ensuring timely, secure, and efficient transportation.
• Plan and optimise delivery routes daily using GPS and traffic tools to meet strict delivery windows.
• Manage a busy and variable schedule, including same-day and long-distance jobs, adapting quickly to changes.
• Handle all goods with care, including fragile, high-value, or time-sensitive deliveries.
• Maintain accurate logs and electronic proof-of-delivery using handheld devices and courier apps.
• Deliver excellent customer service, communicating clearly with clients and recipients at every stage.
• Conduct regular vehicle checks and carried out basic maintenance to ensure safety and legal compliance.
• Independently handle business admin including invoicing, budgeting, scheduling, and fuel tracking.
• Follow all road transport laws and health & safety procedures consistently.

• Co-ordinate and manage the day to day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.
• Motivating, coaching and developing the team to deliver a first class service.
• To assist the team in identifying areas for continuous improvement to maximise service quality.
• Provide support and resolution to escalated issues within Technical Support.
• Conduct monthly one to ones with individual team members as well as formal 6-monthly performance appraisals.
• Monitor and record attendance and manage issues as appropriate.
• Contribute to the on-going development of the Technical Support function by sharing knowledge, experience and expertise with other managers.
• Recognise opportunities for improvements to procedures and practices by pro-actively offering ideas and solutions.
• Encouraging team input into procedures and practices assisting them in developing their ideas.
• Supporting the team in achieving service goals and targets (SLA's).

• Continually drive improved performance through all casino departments, coaching and addressing development needs. Engaging the team by leading individuals and role modelling to the companies values.
• Ensure each department of the casino is resourced efficiently where absences of the team may occur. Balancing team resources to ensure efficiency of the department and customer needs are met, whilst maximising income.
• Carry out initial investigations and disciplinary / grievance action in line with both company procedure and employment laws.
• Conduct all staff appraisals and reviews.

• Adopt and implement agreed customer service standards across all departments, ensuring the team is empowered to continually look for ways to develop all products and services provided.
• Resolve all customer complaints and issues using all available information, reaching decisions that treat customers consistent and fairly.
• Ensure brand standards for all departments are maintained, setting the direction for the teams to create an environment where all customers who wish to game, are given assistance to allow them to participate.

• Ensure all decisions regarding the availability of all gaming products focus on satisfying and driving customer demand to maximise profits.
• Support achievement of targets and actions in accordance with the business plan.
• Gather and deliver full profit and loss accounts and analysis to regional managers and shareholder delegates.
• Ensure all operations of the casino are kept within laws and guidelines of the gaming act 1968.
• Ensure all departments are kept updated on legislative, company procedure and policy changes.
• Ensure all procedures are adhered to in relation to cash and banking to and from the casino.

• As a gaming inspector, my job was to ensure all games offered were run smoothly, fairly and within the limits of the law. Also to deal with problems and disputes with customers quickly and efficiently.
• As a gaming dealer / inspector, my job was to ensure all games offered were run smoothly, fairly and within the limits of the law. Also to deal with problems and disputes with customers quickly and efficiently.