Neil Berryman

I manage a team of up to 120 Customer Service Assistants and 9 Supervisors across multiple piers along the River Thames, overseeing recruitment, training, and the professional development of all team members in a fast-paced, customer-focused environment. I am responsible for managing pier infrastructure and all Point of Sale (POS) systems to ensure seamless daily operations. Handling HR cases and resolving escalated customer complaints efficiently and professionally are key aspects of my role. I developed and implemented customer flow strategies to support the company's growth and evolving transport network. Prioritizing staff welfare and customer satisfaction, I foster a positive and motivated work environment while collaborating with cross-departmental teams to address and resolve operational challenges.

Responsible for opening and closing the venue, overseeing daily technical operations for 14 screens in a busy, town centre cinema. I managed a team of 40 Customer Service Assistants, five supervisors, and two duty managers. I conducted staff recruitment, training, and development, upholding customer service standards. I organized the staff rota, stock control, and incentives, fostering a positive work environment. I oversaw and progressed all HR cases and was solely accountable for health and safety implementation. Additionally, I liaised with head office departments to ensure smooth operations.

I managed a team of 25 Games makers, ensuring games run smoothly and customer experiences remain high, in one of the largest escape rooms in the UK. I oversaw stock levels, ordered props, promoted merchandise, and cash up daily takings. I addressed maintenance issues, liaise with owners, write the weekly newsletter, and handle various staff matters including probation, training, and disciplinaries. I successfully launched a staff incentive initiative and am responsible for opening and closing the venue as a key holder.

Working a Duty Manager at Wyndham's Theatre, a busy West End Theatre I gained extensive experience in managing and motivating a team of 30 FOH and bar staff members, ensuring the smooth day-to-day operation of a busy West End theatre. My responsibilities included hiring, training, and managing staff, organizing the monthly and nightly rotas, overseeing cashing up and money handling, maintaining a thorough knowledge of all POS systems, and ensuring all health and safety guidelines and risk assessments were followed. I was also responsible for the safety of the building, including regular evacuation drills, stock control, ordering, and overseeing monthly stock takes, as well as maintaining high levels of customer service. Additionally, I was involved in devising and implementing new selling incentives to meet sales targets, managing uniform upkeep and ordering, and coordinating with other Heads of Departments, such as Box Office, Lighting, and Backstage, to ensure seamless operations. I also handled first aid incidents, resolved problems with patrons and staff, and oversaw private events and one-off hires, ensuring they were delivered to the high standards expected by the company.