Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Raymond Hayter

London

Summary

Results-driven operations and training manager with 52 years in transport and logistics. Designs and implements training programmes that enhance workforce performance and drive continuous improvement. Facilitates team development, compliance, and service quality through effective coaching and performance management. Leverages hands-on expertise to deliver solutions that elevate service standards and meet business objectives.

Overview

54
54
years of professional experience

Work History

Operations Standards and Training Manager

Tram Operations Limited
05.2017 - 03.2022
  • Reviewed training effectiveness through weekly feedback surveys and performance metrics, informing future training initiatives.
  • Coordinated with department heads to confirm training needs and align development.
  • Updated training records, tracking participant progress and certifications achieved each month.
  • Achieved service-time standards and upheld quality targets for each call.
  • Collaborated with team members to achieve daily service targets and enhance customer satisfaction.
  • Resolved customer complaints using calm, clear communication and practical problem-solving steps.
  • Maintained clean, safe workplaces, contributing to reduced accident risks during shifts.

Operations Manager

Tram Operations Limited
02.2008 - 05.2017
  • Led daily operations tasks to optimise workflow and lift efficiency by 20%.
  • Directed staff recruitment and training to build a skilled operations team.
  • Monitored staff performance and implemented improvement actions to enhance daily progress.
  • Oversaw quality control to keep high standards across products and services.
  • Investigated service delivery issues to identify root causes and propose fixes.
  • Reviewed and revised operational policies to align with best practices and regulatory requirements.
  • Advised senior management on facilities needs while ensuring smooth daily operations.
  • Facilitated continuous improvement initiatives to encourage innovation and service excellence.
  • Supported morale and well-being by promoting career development and job satisfaction.
  • Recruited and hired staff for vacancies and enforced workforce policies consistently.

Duty Manager

Tram Operations Limited
02.2003 - 02.2008
  • Managed and motivated large teams to meet daily operational targets.
  • Resolved customer complaints with empathy, ensuring quick resolutions to maintain satisfaction.
  • Demonstrated exceptional customer service and prompted staff to match standards.
  • Coached and mentored junior staff to build confidence and competence.
  • Applied proactive problem-solving to resolve issues fast and reduce disruption.
  • Scheduled team rotas to staff peak periods and maintain service quality.
  • Maintained professional demeanour while answering concerns and resolving problems politely.
  • Implemented health and safety checks to protect staff and customers.
  • Created a positive work environment to motivate staff toward targets.
  • Delivered process improvements that enhanced quality assurance and service speed.
  • Held regular briefings to motivate staff toward strong customer results.
  • Appraised staff performance, identified gaps, and arranged targeted training to enhance service quality.
  • Delivered first-class service by example, lifting team performance in surveys.
  • Opened and closed premises daily to keep operations running smoothly.
  • Followed compliance requirements and company and industry standards consistently.

Operations Controller

Tram Operations Limited
02.1999 - 02.2003
  • Reviewed and revised operational policies, aligning them with industry best practices and regulatory requirements to enhance compliance.
  • Developed and monitored key performance indicators to track effectiveness.
  • Analysed performance data to spot trends and support strategic decisions.
  • Optimised resource allocation to maximise productivity and reduce downtime.
  • Oversaw quality control processes, ensuring adherence to product and service standards to maintain customer satisfaction.
  • Facilitated continuous improvement initiatives to encourage operational innovation and excellence.
  • Investigated operational issues to identify root causes and corrective actions.
  • Conducted risk assessments to prevent issues before business disruption.
  • Developed and enforced health and safety protocols for a safe workplace.
  • Monitored staff performance, creating targeted improvement plans to enhance daily productivity.
  • Advised senior management on facility requirements and delivered ongoing support.
  • Cultivated a work environment for personal responsibility and quality outcomes.
  • Supported morale and well-being through career development and job satisfaction practices.
  • Prepared detailed operational statements and key performance indicator narratives.

PCV Driving Instuctor

Go Ahead London
05.1994 - 02.1999
  • Assessed individual learner needs, tailoring lesson plans for enhanced understanding and confidence.
  • Delivered comprehensive driving instructions to learners, focusing on road safety and vehicle control.
  • Adapted teaching methods to accommodate learners with special requirements, ensuring an inclusive learning experience.
  • Maintained calm, supportive teaching environment, effectively reducing learner anxiety and fostering success.
  • Completed vehicle safety checks before each lesson, prioritising the well-being of instructor and learner.
  • Participated in professional development courses to enhance instructional techniques and knowledge.
  • Supported and encouraged driving students through tailored coaching and mentoring, enhancing their learning experience.
  • Built student's driving confidence through regular practice and celebrating achievements.
  • Adapted communication techniques based on student needs.
  • Conducted mock driving tests to prepare learners for official DVLA examinations, improving pass rates.
  • Tested students theory throughout driving lessons by pointing out signs and discussing hazard perception.
  • Communicated with students and parents to schedule driving lessons.
  • Maintained working knowledge of up-to-date UK highway code.
  • Achieved high levels of customer satisfaction, reflected in numerous positive feedback and referrals from students.
  • Delivered specific feedback to students, highlighting strengths and areas for improvement., recommending areas for further practice.
  • Cleaned instructor vehicle thoroughly between students, upholding business standards.
  • Kept accurate records of learner progress, attendance, and payments, upholding professional standards.
  • Instructed students to drive to weather conditions, adjusting driving accordingly.
  • Used efficient quick-thinking skills to rectify faults during emergencies in driving lessons.
  • Chose appropriate routes and locations for driving lessons based on traffic, road junctions and student ability.
  • Provided support to student drivers and promoted safety and law compliance.
  • Guided students through diagnosing typical vehicle problems to enhance their mechanical knowledge..
  • Reacted calmly and gained control of vehicle during emergencies.
  • Fostered a positive learning atmosphere, encouraging questions and interactive participation.
  • Demonstrated advanced manoeuvres, including parallel parking and emergency stops, with clarity and patience.
  • Stayed alert and vigilant to anticipate and quickly react to hazards.
  • Retained thorough and accurate student records and verified conformance with DVSA requirements.
  • Utilised defensive driving techniques in instruction to cultivate safe and responsible driving habits.
  • Collaborated with other driving instructors to share best practices and improve teaching strategies.
  • Navigated diverse road conditions and settings, providing learners with a well-rounded driving experience.
  • Addressed and resolved learner concerns promptly, maintaining high levels of customer satisfaction.
  • Maintained knowledge of best driving practices and regulations to offer comprehensive instruction.
  • Developed updated course materials and content for refresher driving courses.
  • Provided constructive feedback after each lesson, highlighting progress and areas for improvement.
  • Stayed abreast of changes in driving laws and regulations, offering learners the most current advice.
  • Gained familiarity with new technology used in vehicles.
  • Conducted regular student assessments to determine readiness for both theory and practical driving exams.
  • Evaluated learners to develop appropriate lesson plans.
  • Taught bus, lorry and HGV safety and maintenance inspections.
  • Retained current and thorough knowledge of state driving laws and regulations, making sure students comply at all times.
  • Provided instructional sessions for bus drivers, including laws, policies and procedure compliance.
  • Taught students to drive vehicles weighing up to 12 tonnes with ease.

Route Controller

Go Ahead London
09.1993 - 05.1994
  • Followed traffic laws to protect vehicle and passengers.
  • Assisted passengers with limited mobility to safely enter and exit the vehicle.
  • Worked at night and on weekends demonstrating flexibility with scheduling needs.
  • Checked bus for cleanliness and lost property between routes to keep rides comfortable and hygienic for customers.
  • Upheld a clean driving licence and complied to road rules to provide a safe and enjoyable journey.
  • Carried out thorough quality inspections of vehicles before starting shifts, verifying an excellent and safe condition.
  • Maintained a record of zero incidents involving collisions during my tenure. involving collisions with vehicles or pedestrians.
  • Handled passenger queries with professionalism, providing timely information on schedules and services.
  • Obeyed rules and regulations of Driver and Vehicle Standards Agency in addition to local laws and stipulations.
  • Reviewed bus route and shift schedules regularly to observe any changes.
  • Maintained timely adherence to schedules and safety protocols.
  • Conducted pre-and post-journey safety checks to maintain vehicle roadworthiness and passenger safety.
  • Operated various types of buses on scheduled routes, adhering to strict timetables for reliable transport service.
  • Used local road knowledge to navigate unforeseen traffic, construction, or other obstacles.
  • Adhered to timetables and routes to maintain timely arrivals and departures.
  • Maintained a clean and orderly bus interior to uphold company standards and enhance passenger experience.
  • Provided information to passengers, including route, schedule and fare information.
  • Handled antisocial behaviour calmly and professionally, prioritising passenger safety.
  • Maintained relevant knowledge on travel, ticket types, fares or promotions by reading notices and updated fare books.
  • Upheld professional standards in uniform and personal presentation, representing the company positively in public.
  • Manoeuvred vehicles on narrow, busy streets and roads, maintaining passenger and pedestrian safety.
  • Welcomed passengers with a friendly smile, putting passengers at ease and providing an enjoyable experience.
  • Successfully completed training and obtained a PCV licence from qualified instructors. from qualified driving instructors and CPC training.
  • Assisted passengers with special needs, ensuring accessibility and support throughout their journey.
  • Monitored traffic conditions and weather reports to adjust routes or timings as necessary for safety and punctuality.
  • Reported any vehicle malfunctions or safety concerns promptly to the maintenance team for swift resolution.
  • Collaborated with control room staff to communicate delays or incidents, enhancing operational efficiency.
  • Monitored fuel levels to complete trips in full without any forced delays.
  • Coordinated emergency situations quickly and efficiently to minimise risk.
  • Kept vehicle performing optimally to meet emissions standards.
  • Participated in regular training sessions to update driving skills and knowledge of transport regulations.
  • Observed weather conditions and adjusted driving accordingly for passenger safety and other road users.
  • Minimised delays within journeys by arriving and leaving stations on-time following timetables.
  • Remained alert at all times scanning potential hazards to reduce unexpected situations.
  • Satisfied riders with professional, friendly and knowledgeable service during trips.
  • Implemented crowd control measures during peak times to ensure a safe and comfortable journey for all passengers.
  • Processed card or cash fare payments for customers, providing tickets, receipts and change.
  • Demonstrated excellent time management skills to adhere to scheduled breaks without affecting service continuity.
  • Managed fare collection efficiently, processed travel passes, and provided accurate change to passengers.
  • Proactively assisted disabled passengers in boarding and exiting the bus.
  • Assisted parents and carers with buggies and prams, lowering the accessibility ramp for easy embarkation.
  • Recorded journey details accurately, including mileage and fuel consumption, for administrative purposes.
  • Verified passenger tickets for authenticity before boarding the vehicle. and passenger IDs when entering the vehicle.
  • Operated vehicles along designated routes in Surrey and South West London. along set Surrey, central and South West london routes within specified deadlines.
  • Maintained passenger comfort by controlling vehicle temperature and lighting.
  • Managed and dealt with emergencies occurring while driving the vehicle.
  • Anticipated traffic delays and construction obstacles to proactively ensure adherence to schedules.
  • Guaranteed the ticketing system worked properly for accurate passenger counts and cash collections, reporting issues to avoid faulty machines.
  • Used vehicle's integrated CCTV system to monitor passengers, vehicles and surroundings throughout journeys.
  • Instructed passengers travelling with luggage to store on overhead racks to minimise risk to passengers.
  • Fostered a positive atmosphere on board, addressing any behavioural issues to maintain a peaceful environment.
  • Operated navigation equipment and two-way radio while remaining focused on safety and efficiency.
  • Utilised strong geographical knowledge to navigate routes effectively, minimising delays and disruptions.
  • Facilitated the evacuation of passengers in emergency situations, following safety protocols effectively.
  • Made passenger announcements through the vehicle address system to share journey times and upcoming destinations.

Bus Driver

Go Ahead London
05.1977 - 09.1993
  • Followed traffic laws to protect vehicle and passengers.
  • Assisted passengers with limited mobility to safely enter and exit vehicle.
  • Adapted to night shifts to meet operational requirements. and on weekends demonstrating flexibility with scheduling needs.
  • Checked bus for cleanliness and lost property between routes to keep rides comfortable and hygienic for customers.
  • Upheld clean driving licence and complied to road rules to provide safe and an enjoyable journey.
  • Carried out thorough quality inspections of vehicles before starting shifts, verifying excellent and safe condition.
  • Achieved zero incidents involving collisions with vehicles or pedestrians.
  • Handled passenger queries with professionalism, providing timely information on schedules and services.
  • Obeyed rules and regulations of Driver and Vehicle Standards Agency in addition to local laws and stipulations.
  • Reviewed bus route and shift schedules regularly to observe any changes.
  • Maintained timely adherence to schedules and safety protocols.
  • Conducted pre-and post-journey safety checks to maintain vehicle roadworthiness and passenger safety.
  • Operated various types of buses on scheduled routes, adhering to strict timetables for reliable transport service.
  • Used local road knowledge to navigate unforeseen traffic, construction, or other obstacles.
  • Adhered to timetables and routes to maintain timely arrivals and departures.
  • Maintained a clean and orderly bus interior to uphold company standards and enhance passenger experience.
  • Provided information to passengers, including route, schedule and fare information.
  • Handled antisocial behaviour calmly and professionally, prioritising passenger safety.
  • Maintained relevant knowledge on travel, ticket types, fares or promotions by reading notices and updated fare books.
  • Upheld professional standards in uniform and personal presentation, representing the company positively in public.
  • Manoeuvred vehicles on narrow, busy streets and roads, maintaining passenger and pedestrian safety.
  • Welcomed passengers with a friendly smile, putting passengers at ease and providing an enjoyable experience.
  • Obtained PCV licence from qualified driving instructors and CPC training.
  • Reported any vehicle malfunctions or safety concerns promptly to the maintenance team for swift resolution.
  • Monitored traffic conditions and weather reports to adjust routes or timings as necessary for safety and punctuality.
  • Assisted passengers with special needs, ensuring accessibility and support throughout their journey.
  • Collaborated with control room staff to communicate delays or incidents, enhancing operational efficiency.
  • Coordinated emergency situations quickly and efficiently to minimise risk.
  • Maintained vehicle performance to comply with emissions standards. optimally to meet emissions standards.
  • Participated in regular training sessions to update driving skills and knowledge of transport regulations.
  • Observed weather conditions and adjusted driving accordingly for passenger safety and other road users.
  • Minimised delays within journeys by arriving and leaving stations on-time following timetables.
  • Remained alert at all times scanning potential hazards to reduce unexpected situations.
  • Satisfied riders with professional, friendly and knowledgeable service during trips.
  • Processed card or cash fare payments for customers, providing tickets, receipts and change.
  • Demonstrated excellent time management skills to adhere to scheduled breaks without affecting service continuity.
  • Proactively assisted disabled passengers in boarding and exiting bus.
  • Handled fare collection efficiently to ensure accurate passenger transactions. efficiently, processed travel passes, and provided accurate change to passengers.
  • Assisted parents and carers with buggies and prams, lowering the accessibility ramp for easy embarkation.
  • Operated vehicles on designated routes to ensure timely transport. along set Surrey and Central/South West London routes within specified deadlines.
  • Maintained passenger comfort by controlling vehicle temperature and lighting.
  • Managed and dealt with emergencies occurring while driving vehicle.
  • Guaranteed the ticketing system worked properly for accurate passenger counts and cash collections, reporting issues to avoid faulty machines.
  • Anticipated traffic delays and construction obstacles to proactively ensure adherence to schedules.
  • Used vehicle's integrated CCTV system to monitor passengers, vehicles and surroundings throughout journeys.
  • Fostered a positive atmosphere on board, addressing any behavioural issues to maintain a peaceful environment.
  • Applied strong geographical knowledge to efficiently navigate routes. to navigate routes effectively, minimising delays and disruptions.
  • Facilitated the evacuation of passengers in emergency situations, following safety protocols effectively.
  • Made passenger announcements through the vehicle address system to share journey times and upcoming destinations.

Sales Representative

Purnells
08.1976 - 07.1977
  • Achieved company targets by implementing successful sales strategies.
  • Consistently achieved or surpassed sales targets.
  • Generated sales by prospecting leads, cold calling and closing deals.
  • Grew customer base by acquiring new customers and identifying needs to deliver relevant products.
  • Maintained productive relationships with existing customers through exceptional follow-up after sales.
  • Demonstrated strong communication and time management skills to meet and exceed sales targets.
  • Overcame customer objections to maximise conversions.
  • Delivered exceptional customer service, resolving queries and complaints swiftly to maintain high satisfaction levels.
  • Resolved customer issues and complaints with quick-thinking problem-solving.
  • Addressed customer questions, problems and complaints in person and via phone to maintain positive relationships and support smooth communications.
  • Listened intently to customers to identify upselling opportunities.
  • Negotiated customer pricing within agreed guidelines to achieve margin targets.
  • Established clear communication channels with clients, keeping them informed about new products and services.
  • Maintained comprehensive brand and product knowledge to maximise sales opportunities and meet set targets.
  • Educated customers about brand and product features to enhance sales opportunities.
  • Provided accurate quotes and price information to inform customer decision-making.
  • Participated in weekly sales meetings, contributing valuable insights and feedback to drive team success.
  • Coordinated sales efforts with marketing teams to increase profits.
  • Collaborated with the marketing team to create engaging promotional materials that boosted sales figures.
  • Monitored competitor activity, adjusting sales strategies to maintain a competitive edge in the market.
  • Prepared detailed sales reports for senior management, highlighting achievements and forecasting future trends.
  • Developed a comprehensive client database, streamlining the sales process and improving client management.
  • Managed a portfolio of key accounts, ensuring optimal service levels and fostering long-term business relationships.
  • Cultivated long-term relationships with clients to accurately quote prices and terms, achieving customer objectives.
  • Highlighted financial discrepancies and interfaced with customers to resolve problems and meet diverse needs.
  • Analysed sales performance data to identify trends and areas for improvement, leading to a 15% increase in efficiency.
  • Followed brand guidelines to provide consistent customer experience.
  • Analysed sales performance data to identify trends and areas for improvement, leading to a 15% increase in efficiency.

Warehouseman

Porter Bothers
08.1968 - 08.1976
  • Picked and packed customer orders accurately to meet daily productivity targets.
  • Picked and packed customer orders accurately to meet tight dispatch deadlines.
  • Loaded and unloaded stock from vans with hoisting equipment and forklifts.
  • Loaded and unloaded delivery vehicles to minimise damage and delays.
  • Maintained cleanliness and organised storage areas to ensure safety during daily operations.
  • Trained new warehouse operatives on best practices and safety methods to enhance team capabilities.
  • Trained new staff by sharing best practices and reinforcing safety teamwork.
  • Completed day-to-day warehouse duties carefully while following safety standards.
  • Checked inventory levels and completed stock counts to identify and resolve discrepancies swiftly.
  • Communicated with managers daily to confirm priority deliveries and tasks.
  • Understood product placement to support efficient picking and packing services.
  • Removed damaged products promptly and replaced them with quality stock.
  • Practised physical fitness routines daily to enhance lifting capability to lift and manoeuvre heavy orders safely.
  • Verified compliance with safety standards during daily warehouse activities.

Education

A-Levels - General Education

Wimbledon County Secondaary School
London

NVQ Level 3 - Managing Health and Safety

IOSH
London

NVQ Level 3 - Managing Health and Wellbeing in the Workplace

IOSH
London

Diploma of Higher Education - Employment Law

City of London Law
London

NVQ Level 3 - PCV Instruction

NVQ
London

NVQ Level 3 - Assessing candidates in the workplace

NVQ
London

NVQ Level 3 - Internal Quality Assurance

NVQ
London

Skills

  • Training coordination
  • Training design
  • Training delivery
  • New employee training
  • Training development
  • Training methods
  • Instructional design
  • Instructional techniques
  • Skills gap analysis
  • Data analysis
  • Audience engagement
  • Classroom experience
  • Operational training delivery
  • Team coaching
  • Coaching and mentoring
  • Conflict resolution
  • Adaptive problem solving
  • Change implementation
  • Constructive feedback
  • Interpersonal coaching
  • Training records

Interests

  • I restore old cycles from the 1960s through to the 1990s
  • I follow most professional cycle races throughout the year

Timeline

Operations Standards and Training Manager

Tram Operations Limited
05.2017 - 03.2022

Operations Manager

Tram Operations Limited
02.2008 - 05.2017

Duty Manager

Tram Operations Limited
02.2003 - 02.2008

Operations Controller

Tram Operations Limited
02.1999 - 02.2003

PCV Driving Instuctor

Go Ahead London
05.1994 - 02.1999

Route Controller

Go Ahead London
09.1993 - 05.1994

Bus Driver

Go Ahead London
05.1977 - 09.1993

Sales Representative

Purnells
08.1976 - 07.1977

Warehouseman

Porter Bothers
08.1968 - 08.1976

A-Levels - General Education

Wimbledon County Secondaary School

NVQ Level 3 - Managing Health and Safety

IOSH

NVQ Level 3 - Managing Health and Wellbeing in the Workplace

IOSH

Diploma of Higher Education - Employment Law

City of London Law

NVQ Level 3 - PCV Instruction

NVQ

NVQ Level 3 - Assessing candidates in the workplace

NVQ

NVQ Level 3 - Internal Quality Assurance

NVQ

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Raymond Hayter