Lee Hicks

I stepped into this role from working as a CA at the site for many years and always had an interest in stepping up into the management ranks and progressing myself with the company.

Within this role I helped improve and drive sales with the sites targets also motivated the staff with incentive programmes to further improve the up-selling of items and at the same time the customers experience and to hit daily targets.

As well as running shifts along side other members of management I have the responsibility to open and close the site on shifts, handle and deal with any customer complaints and or any technical issues that may arise with any of the electronic equipment on site.

I took on this role initially as a part time job however found the experience of it being very customer facing very enjoyable meeting new people and having different social interactions.

I was in charge of maintaining the cleaning standards of the shopping centre through the day as well as doing a full floor scrub twice a week throughout the whole centre during the evening.

I would open up the site doors in the morning and then would also close up the centre doors to the main areas at night.

I saw this as an opportunity to maximise and improve my time keeping and scheduling skills by taking on a second job alongside my current job at the time.

In this role I provided fast and effective checkout service, maintaining high levels of customer care even during busy periods and sought opportunities to up-sell and add-on additional merchandise to
increase our daily sales and reach our targets.

I assisted customers by answering questions and solving problems in
relation to tickets, online bookings, error bookings and also had to clean screens in a timely and efficient manner to be ready for use
before the next showing starts this helped me massively with my time
management.

Taking on this role was a different experience for me as I had never worked in a charity shop environment by joining Sue Ryder I saw an opportunity to maximise my knowledge in customer service and sales.

I was in charge of sales in the shop and maximised the sales by
monitoring the KPI's weekly to see what areas of the shop was making money and what wasn't and then acting upon that data.

I worked alongside the manager in making the store a better place from
product placements to trying to push till "add on" sales (i.e lottery
tickets) for this we added an incentive system for the volunteers at the
end of each month. to help drive this.