RICHARD JOHN MILLER
Bolton,England
Summary
An experienced Manager which a vast knowledge of customer service, management of colleagues and an excellent team player. Seasoned Centre Manager with background in inbound and outbound customer service. Proven success in leading and motivating teams to achieve targets and deliver exceptional customer service. Approachable, organised and committed team leader. Experienced managerial professional with proven success in managing staff, operations and processes. Leads development of centre initiatives, and improvements for effective delivery of programmes and services. Natural leader with strategic oversight to exceed goals and objectives.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Centre manager
The Churches Conservation Trust
Bolton, Greater Manchester
05.2019 - 09.2024
- Increased customer satisfaction by resolving complaints promptly and professionally.
- Implemented new operational systems for smoother centre functioning.
- Streamlined procedures with team collaboration resulting in improved efficiency.
- Managed staff rotas, ensuring full coverage during opening hours.
- Oversaw all administrative tasks for efficient centre management.
- Coordinated events to improve community engagement.
- Developed strategies, leading to better service delivery.
- Fostered a positive working environment through effective leadership techniques.
- Conducted regular audits for maintaining high standards of cleanliness and safety.
- Built strong relationships with local businesses resulting in beneficial partnerships.
- Handled budgeting responsibilities to ensure financial sustainability of the centre.
- Facilitated communication between staff members encouraging open dialogue about ideas or concerns.
- Performed risk assessments, ensuring safe environment for both staff and visitors.
- Introduced innovative marketing strategies promoting centre's services effectively.
- Ensured compliance with health and safety regulations creating safer workplace.
- Led facility upgrades enhancing overall appearance and functionality of premises.
- Delivered excellent service standards attracting more users to the centre.
- Attended management meetings to develop new initiatives for centre.
- Supervised and trained staff to complete projects and tasks for centre.
- Conducted evaluations to improve process of centre.
- Organised events and activities to enhance projects.
- Responded to emergency situations to support safety measures.
- Monitored expenditures to manage allocated budget.
- Submitted periodic reports to inform management regarding status and progress of centre projects.
- Supervised daily activities and performance of up to 2 regular employees.
- Booked rooms and equipment to hold centre events.
- Wrote, edited and distributed newsletters to share information and updates.
- Communicated with organisations and departments to develop new projects.
- Drafted proposals to request for funding of new projects.
- Maintained strong working relationships with colleagues and senior management.
- Liaised with senior management and provided ongoing reports to share business performance.
- Answered queries and handled complaints to provide outstanding customer service.
- Set and managed budgets, controlling expenditure and keeping efficient use of resources.
- Kept up-to-date knowledge of and upheld compliance with health and safety regulations.
- Managed finances and administrative requirements to keep centre operating according to targets.
- Implemented promotional strategies to drive centre traffic and meet profit goals.
- Planned centre activities and recreational programmes based on identified patron needs.
- Created safe working protocols and assessed employee capability levels to keep all staff safe.
- Followed company standards for service and facility quality to improve repeat customer rates.
- Oversaw centre inventory and placed new orders to keep levels within targets.
- Coordinated maintenance and cleaning work to keep facility in good condition.
- Planned medium to long-term business targets to optimise company performance and growth.
- Directed public-facing and support teams to complete quality, cost-effective work on schedule.
- Generated short and long-term marketing strategies and coordinated internal teams to implement them.
Aviation Security Officer
Manchester Airport Group
Manchester
01.2019 - 02.2019
- Temporary vacancy, to gain more experience with my employment history
- Increase exposure to aviation Security Legislation
- Increased knowledge of x-ray
- More confident in personal searches
- Improved airport safety standards by consistently adhering to aviation security regulations.
- Conducted rigorous checks on passenger baggage, ensuring enhanced flight safety.
- Prevented potential threats by identifying and reporting suspicious activities promptly.
- Managed access control points effectively to maintain secure environment in the airport.
- Provided excellent customer service, enhancing overall passenger experience during security procedures.
- Prevented illegal items from entering aircrafts by carrying out detailed luggage inspections.
- Kept updated with latest security trends for improved efficacy in role.
- Conducted random screenings on passengers and crew members, maintaining high level of vigilance at all times.
- Worked with team to optimise screening and security checks.
- Identified dangerous and prohibited objects by conducting physical inspections and operating x-ray machines to screen cargo.
- Controlled and monitored access points to identify and report suspicious individuals and activities.
- Exercised concentration and initiative to identify and locate potentially life-threatening devices.
- Screened baggage to identify and remove threats.
- Screened passengers and belongings to clear for boarding.
Customer and Trading Manager
Sainsbury's Supermarkets Ltd
Manchester
02.2003 - 11.2018
- As Customer and Trading Manager I was responsible for leading a team of over 100 colleagues, who were motivated to deliver a great and personalised service for our customers
- Part of a leadership team that worked together to deliver consistently brilliant standards, working at pace and efficiency whilst providing a safe environment for our colleagues and customers
- Being positive and ready for change, embracing new ways of working, serving the customer and committed to developing the best colleagues in retail
- Good communication skills
- Excellent IT skills
- Good listener
- Excellent leader & motivator
- Team player
- Excellent planning & prioritising skills
- Leading a team of over 100 colleagues
- Achieving and increase of 12% lfl sales in the petrol station
- Achieving mystery customer measure for 5 years in a row, delivering bonus to all colleagues
- Delivering change management throughout my employment
- Delivering Commercial Review to decrease the team and make it more efficient
- Managing the P&L for the whole store
- Achieving Store Controlled Costs for the Store over the last 8 years
- Achieving savings in costs to the tune of £48k over 3 years
- Ensured regulatory compliance with meticulous record keeping and reporting.
- Designed effective sales strategies, leading to increased profits.
- Executed trade orders promptly for maximised returns.
- Identified potential investment opportunities with thorough market research.
- Maintained up-to-date knowledge of market trends to inform strategic decision making.
- Oversaw training programmes, enhancing team capabilities in trading practices.
- Created robust contingency plans to maintain business continuity during unforeseen circumstances.
- United employees through positive coaching and teamwork to improve trading department efficiency.
- Anticipated and planned for department seasonal needs.
- Developed creative and innovative visual merchandising solutions to support sales growth.
- Analysed sales reports against conversion KPIs and key input metrics to inform merchandising strategies.
- Managed in-season trading, balancing profit maximisation with risk management.
- Applied historical and seasonal analysis findings to inform range strategy development.
Retail Store Manager
BP Oil UK Ltd (Retail)
Manchester
09.1997 - 02.2003
Education
BA (Hons) - History with Business and Management Studies
St Martin's College
Lancaster 09.1994 - 07/1997
GCE 'A' Levels - History, Geography, British Government & Politics
Winstanley College
Wigan 09.1992 - 06/1994
GCSE - English, English Literature, History, Geography, Science (Dual Award), French, Mathematics, Media Studies
Standish High School
Wigan 09.1987 - 06/1992
Skills
- Operations oversight
- Operations management
- Sales expertise
- Sales proficiency
- Regulatory compliance
- Team supervision
- Team building
- Customer-focused
- Time management
- Leadership
- Communication skills
- Marketing
- Social media marketing
- Public relations
- Problem-solving
- People Management
Certification
- Emergency First Aid at Work
- Basic Food Hygiene
- Level 2 Food Safety and Hygiene
- Level 3 Food Safety and Hygiene
- BIIAB Level 2 Award for Personal Licence Holder
- Cyber Security Awareness
- Mental Health Awareness
- Stress Awareness
- Equality, Diversity and Inclusion
- Bullying and Harassment for Employees
- Effective Remote Working
- Health and Safety for Homeworkers
- Health and Safety Essentials
- Manual Handling
- Anti-Bribery
Hobbies and Interests
- Passionate cyclist who likes to complete the Manchester to Blackpool & Manchester to Liverpool bike races each year
- Completed the Great North Run and Manchester Half Marathon
Timeline
Centre manager
The Churches Conservation Trust
05.2019 - 09.2024
Aviation Security Officer
Manchester Airport Group
01.2019 - 02.2019
Customer and Trading Manager
Sainsbury's Supermarkets Ltd
02.2003 - 11.2018
Retail Store Manager
BP Oil UK Ltd (Retail)
09.1997 - 02.2003
BA (Hons) - History with Business and Management Studies
St Martin's College
09.1994 - 07/1997
GCE 'A' Levels - History, Geography, British Government & Politics
Winstanley College
09.1992 - 06/1994
GCSE - English, English Literature, History, Geography, Science (Dual Award), French, Mathematics, Media Studies
Standish High School
09.1987 - 06/1992
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