Neil Newton

Lead and motivate a team of customer service officers to meet performance targets.

Allocate workloads effectively to maintain high service levels.

Provide coaching and constructive feedback to enhance staff performance.

• Conduct regular meetings and one-to-one discussions, including performance reviews.
• Ensure consistent delivery of high-quality customer service across all channels.
• Manage and resolve customer complaints and escalate enquiries professionally.
• Investigate issues to guarantee timely and fair resolutions.
• Ensure compliance with relevant legislation, policies, procedures, and data protection requirements.
• Prepare reports and management information relating to service performance and complaint handling

• Support a customer-focused culture aligned with Waterstones’ values.
• Ensured compliance with health, safety, security, and legal standards.
• Monitored stock availability and accuracy, reducing shrinkage and loss.
• Collaborated on planning stock levels for promotions and seasonal peaks.
• Led and motivated the store team, setting clear expectations.

Supported recruitment, induction, training, and performance.

• Managed staff rotas for optimal coverage and cost efficiency.
• Handled customer queries to maintain a customer-focused culture.

Planned and executed diverse events, including author talks and workshops.

Coordinated venue setup and breakdown for in-store and off-site events.

• Ensured smooth event operations to deliver exceptional customer experiences.
• Liaised with authors, publishers, and local organisations to cultivate partnerships.
• Negotiated dates, formats, and fees with stakeholders to optimise event success.
• Acted as host or moderator when required, enhancing audience engagement.