Lucy Campbell

I started my position at Pentagon as a service consultant. After hitting budget and our customer survey index criteria I was then promoted to Service team leader. Throughout my time as team leader, I was in charge of 2 other service consultants and 8 technicians. After a successful period as a team leader, I was then promoted to Assistant service manager in October 2024. I am now in charge of 8 service advisors and 21 technicians. In this role I have achieved the following:

• Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
• Provided comprehensive onboarding training to reduce learning curve for new hires.
• Handled employee grievances professionally, minimising potential workplace disputes.
• Developed strategies for improved performance level across the team.
• Improved customer satisfaction through close collaboration with the team.
• Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
• Carry out monthly health & safety and environmental checks of workshops and site.
• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
• Coached team members through new or difficult workflows.
• Improved internal relationships between departments to grow profit.
• Reported on team performance to higher leadership, proactively offering action for areas of improvement.
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• Oversaw the service department and became senior service advisor.
• Seeing customers in and out, raising invoices, job cards and dealing with the WIP and debt.
• Stepped in as workshop controller for holiday/absence periods.
• Collaborated with team members for improved service performance.
• Utilised technical expertise to suggest appropriate solutions for vehicle issues.
• Delivered excellent customer service by understanding and meeting their requirements.

• Experience with Kerridge, pinnacle and VHC programmes.
• Guide customers through their experience in the dealership, raising work orders, invoices, upselling products and providing advice on maintaining vehicles.
• Experience using POLK and bamboo. Sending customers marketing reminders.
• I aided in the advertisement of an article on Abacus Motor Group, in the Bailgate Independant, which was published in December 2015.
• Responsible for cashing up at the end of the day, and making sure all the money/receipts are accounted for.
• Familiar with warranty procedures, and job card standards.
• Familiar with mystery shopping, and had the highest score in our region at 98% as R&D.
• Incredibly quick learner, and will give my full attention to any task given to me, and I always strive to be better at everything I do.

As assistant manager it was my responsibility to deal with the end of week cashing up, which included counting of all cash in the shop, as well as making sure all out goings and all incomings were correct.

I was also in charge of stock control, ensuring all stock was accounted for.

• In March 2011 I was trained as a fryer for Kedgeree Too and also as a supervisor, where I solely manage a busy shop, with a team of up to 4 staff.
• I manage the money intake, cashing up and safely secure the money at the end of every shift.
• I was in charge of any complaints that were made whether on the phone or in person.
• I also helped manage the stock take, though this is not my primary task.
• I was committed to making sure that all tasks were done, and that my staff were safe whilst doing this.
• Being a fryer meant I needed to get all customers food out in a reasonable time in a carefully prepared manner.
• Listening to a customers' needs in what they want in their food are always a must in case they have an allergy, or if they just prefer something different.
• I always made sure that the food I produced was of a top quality to ensure satisfaction and return of a customer.