Rhys Jones

• Provide operational support to departments performing below KPI targets, stepping in to ensure service levels and deadlines are met.
• Manage high-volume workloads, including invoice processing, cheque administration (processing, envelope preparation, and logging outgoing payments), and administrative support during peak periods.
• Owned and managed a portfolio of 500+ warranty customers over the festive period, ensuring timely communication, issue resolution, and customer satisfaction.
• Support warranty customers directly and assist with snagging-related queries to maintain service continuity.
• Review, analyse, and report on all customer feedback for the Warranty and Snagging teams, identifying trends and areas for service improvement.
• Conduct quality assurance assessments across all Warranty and Snagging team members to ensure compliance with standards and best practices.
• Manage the administrative inbox, including reviewing account changes and processing “Recommend a Friend” payments accurately and efficiently.
• Designed, produced, and delivered training to the Warranty team on complaint handling, focusing on appropriate actioning, information gathering, and quality responses.
• Hold weekly review meetings with Warranty and Snagging advisors and managers to discuss feedback outcomes and recommend service improvements.

Managed a portfolio of customers, delivering high-quality service via phone and email

Coordinated between customers, installers, and internal teams to resolve order and installation issues

Ensured accurate ordering and account notes using industry-specific terminology

Investigated and resolved issues in line with company policies

Managed multiple communication channels while overseeing assigned orders

• I was promoted to the store manager within nine months of joining the Harlow store.
• As the store manager I was responsible for all aspects of the store management, setting goals and targets based on our sales forecasting for each day, Ordering products, ensuring we were working towards targets and following company polices as well as maximising profit with stock adjustments.
• I was also responsible for scheduling and adjusting staff rotas based on the stores activities..

• Due to my reliability and my willingness to assist other branches, my area manager offered me a senior role at another location within his area of coverage
• This allowed me to take on a more active role with the day to day running of the store including; training further improving my communication and leadership skills by being a senior point of contact in the management team dealing with issues from both customers and employees as well as other stores and our delivery teams. As well as further improving my skills gained from the previous two roles in the company.

• As well as the duties mentioned previously, my responsibilities increased following my promotion to senior team member
• A key responsibility was the training of new staff in order to ensure the companies policies and standards were met.
• I also took on the additional responsibility of cash management on behalf of the shop as well as the responsibility for the opening and closing of the store, including stock checking and ordering based on predicted sales.

• Customer orientated role, allowing me improve my communication and relationship building skills
• Working within a smaller team I was able to showcase my ability to multi task and take on greater responsibilities within my team which was ultimately recognised by senior management, including my regional manager.

• I worked as a productive and flexible member of a team including customer facing and food preparation roles
• Following brand standards in order to ensure a unique yet familiar experience for all customers
• As well as learning from all members of the team to ensure all jobs were completed following strict food preparation, cleaning and serving standards.