Nathan McCrohon

As a ZCLA advisor the job entails working towards providing an excellent customer service through initiatives such as 'find a better way' which is the pursuit of improving your services, products and processes for our customers to make energy costs more efficient and easy to manage, 'Do what's right' and 'Build something great' which I display by being providing excellent service by showcasing our products

, helping and managing energy accounts and providing support through advice, guidance through stressful situations. It also includes being able to work with, analysis and convey energy data.

Complaint Handler (August 2025 -December 2025)

During my time within OVO in the most recent months, I have been working alongside my ZCLA role to develop my skills in complaint handling. I have improved my essential qualities such as empathy, patience, decisiveness, strong and concise communication alongside industry and internal knowledge and processes. This role involves handling inbound communication, investigation/documentation, compliance and resolutions. It also involves being critical with managing expectations and process improvements to allow a better customer journey.

Outline

I have worked as a retail shift manager for Lidl for a year, the job is role entails of an efficient supermarket which strives on working in a limited capacity to maximise profits and efficiency of colleagues. It is a very demanding schedule with there always being a constant workload and proficiency in doing tasks on time. For the duration of a shift as a manager it includes roles such as supervision of training, bakery specialist, freshness checks, fruit and veg spot checks, stock rotation/corrections and inventory management. All these key roles play a big aspect in keeping with the flow of the environment and keeping the customer satisfaction level high, they also help to contribute to key interpersonal skills such as leadership, reliability and interaction/communication.

Key Responsibilities

Inventory Managament - stock corrections, minimising waste and ensuring rotation are key in a supermarket as deliveries are daily, based on projections and require

KPIs - analysis of sales data, identifying opportunities to maximise profits

Date rotation - Daily checks on fresh sections of the store and freshness control checks for BBD

Specialist - as a manager being a specialist in all areas such as freshness, dates, audits, bakery and analysis of store sales data

Outline

I had worked in the role of a shift manager in Mcdonald's for 3 years to do date, the contents of this role are significantly more demanding and require dedication, motivation and efficiency. The job entails being able to successfully lead teams through various areas of service whether that be customer service, customer care or production, being in charge of all these areas and overseeing this for the duration of the shift can be straining and demanding. Key skills such as clear communication establishing goals and specific tasks for individuals result in a successful shift, being adaptable as McDonald’s is an environment which includes changeover shifts so being decisive and strategic to change individuals positions on the shop floor can result in a greater service and production to the customers so being adaptable to these changes are key. Having a greater responsibility through cash management, cash processes, food handling, hygiene practices helps improve you personally as key skills such as leadership, problem solving and a strong work ethic are all on show during the shifts.

Key Responsibilities

Safe Managment - Controlling Money and Labour staying under the budget whilst providing excellent service

Organisation - Setting up the restaurant and communicating roles, targets and feedback on shift

Communication - Goals and expectations with the team, providing effective feedback on practices and valuable encouragement/support to help keep other motivated

Customer Service - Making sure customers are receiving an efficiently and friendly service

Cleanliness and Hygiene - Making sure the restaurant is always clean and practices are safe

Inventory Management - Making sure stock in rotated and stock corrections are controlled

Key Achievements

Sales - Helped achieve the stores record day at £18,600

Manager of the Quarter - Manager of quarter from January to March

Record times - Having the lowest customer wait times in the stores history at 75 seconds for the day on average

Inventory Auditory - Carring out audits on stock and saving the restaurant over £5000 on stock management

Received Customer Service Award - for providing consistent excellent service fast and friendly service

Overview

This job is in a fast paced environment which requires numerous individual skills such as resilience, discipline and adaptability to succeed to reach targets and goals. During my time here for this role I had been working at McDonald's as a Crew Trainer for 2 and a half years, I was successfully promoted to my new role within 4 months due to my commitment and attitude to develop both personally and professionally and push store goals alongside personal studies at university showing a desired application to succeed. During my time in this role I have established many key interpersonal skills which were crucial to success such as establishing great relationships with customers, crew and the management team. Key learnings include developing into a customer experience leader dealing with customer complaints in a friendly and respectful manner, offering support to crew by helping them learn and offering them advice and being a link between the crew and the management team. Another key skill was becoming an expert in food and hygiene safety, whether that be establishing temperatures of the food, making sure procedure were being performed at the adequate standard and being in charge of the calibration of the equipment used for testing the products maintaining great food quality. Whilst primarily was the responsibility of training, key skills such as cash handling - taking charge of store safe and cashing up tills and making sure procedures were being followed was another one of the tasks which helped me gain key leadership skills and establish myself in this role. This role for me was very rewarding as I have gained so much experience through learning and established myself as a confident individual with the ability to run stations and lead shifts and teams when required and making sure the business has the standards and set up required to be successful.

Key Responsibilities

Inclusion - Making sure all new starts were comfortable, trained and included in tasks

Training - actively training new staff new stations such as service and production areas to the gold standard.

Cash Management - Cashing up tills and doing bank deposits during my shifts

Time Management - being well organised and set up ready to train the new staff and being prepared with all the training materials.

Communication - being able to successfully communicate to all team member and use different styles of teaching to help other understand process and standards