Sarah Newstead
Hemel Hempstead,Hertfordshire
Summary
Experienced operational leader with over 18 years' experience in customer service, team leadership, and service delivery across retail management and local government. Currently supporting residents across multiple services at Dacorum Borough Council, managing high-volume enquiries, resolving complex issues, and handling sensitive cases. Played a key role in improving service delivery through process innovation, including the successful transition of the complaints service to a digital platform. Skilled in stakeholder engagement, partnership working, conflict resolution, and building positive relationships. Recognised for strong communication, problem-solving, and a proven ability to deliver positive outcomes for residents, customers, and communities.
Overview
20
20
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Customer Service Representative
Dacorum Borough Council
Hemel Hempstead, Hertfordshire
2025.01 - Current
- Deliver frontline customer support across Council Tax, Housing, Waste Services, Electoral Services, Reception and general council services.
- Manage a high volume of customer enquiries via telephone, email, face-to-face and digital channels whilst maintaining excellent service standards. Manage over 80 calls per day as well as emails.
- Resolve complex customer issues through effective investigation, problem-solving and stakeholder engagement.
- Supported Complaints Team with implementation and ongoing operation of new digital complaints platform, assisting other colleagues through system and process changes. Support complaints team respond to complaints uploading on digital platform and assigning them to officers.
- Confidently following up with DBC officers on over due complaints in order to get a resolution for customers, meeting deadlines.
- Contribute to continuous service improvement by identifying opportunities to enhance customer journeys and operational efficiency.
- Share knowledge and support development of colleagues through coaching, guidance and collaborative working.
- Consistently receive positive customer feedback and compliments for professionalism, empathy and customer-focused service delivery.
- Maintain compliance with council policies, procedures and service standards whilst working across multiple service areas.
Customer Service Desk Lottery and Tobacco
Tesco Extra
Hemel Hempstead, Hertfordshire
2024.08 - 2025.01
- Worked flexible hours including nights, weekends, and bank holidays.
- Performed daily opening and closing routines, including cashing up and inventory checks.
- Provided customer service by listening to concerns and answering questions.
- Supported training of new staff members to facilitate onboarding process.
- Replenished lottery supplies to ensure availability of tickets for purchase.
- Managed high-volume sales periods while maintaining customer service standards increasing sales by 24%
- Ensured compliance with legal guidelines regarding sale of Lottery & tobacco products.
- Received Compliment hand written by Booker CEO complimenting exceptional customer service personally experienced.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Store Manager
Dunelm
Staples Corner
2014.02 - 2024.07
- I managed a flagship store with a £6.5 million annual turnover, consistently achieving KPIs and exceeding sales targets.
- Led and developed a team of over 100 colleagues, providing coaching, accurate scheduling, training, and opportunities for career growth.
- Maintained a high level of employee engagement through regular 121s and check-ins, focusing on mental and physical well-being.
- Became the area ambassador for Audits. Conducted audits on cash, stock, security, and health and safety for regional stores, ensuring compliant.
- Supported new store openings across the region, utilising various recruitment techniques and acting as a mentor and trainer for new managers.
- Took ownership of social media management for the store and region, promoting customer engagement and brand visibility.
- Drove the organisation to remarkable achievements, realising an exceptional growth rate of 180% over two years. Proactively identified solutions to enhance the sales team's capabilities.
- Collaborated with the HR team on employee relations, recruitment, and onboarding to support store and regional operations.
Assistant Store Manager
Dunelm
London
2011.03 - 2014.02
- Assisted in managing daily store operations to meet sales, customer service, and operational standards.
- Supported store expansion initiatives by collaborating with regional management and recruitment teams.
- Led training sessions and team meetings to enhance performance and uphold operational excellence.
- Fostered a positive shopping environment by maintaining a clean, organised, and inviting store.
- Implemented promotional activities to boost product visibility and awareness among customers.
- Coordinated staff meetings to improve communication and team morale.
- Aided in loss prevention efforts by ensuring compliance with security measures throughout the store.
Team Leader
Dunelm
Hemel Hempstead, Hertfordshire
2006.10 - 2011.03
- Developed skills in customer service, stock management, and store operations, rapidly progressing to leadership roles within the company.
- Worked closely with management to improve store performance and deliver a seamless customer experience.
- Volunteered for additional responsibilities, cash management, banking and made to measure manager to continue to develop my experience and knowledge.
- Reduced staff turnover with an effective motivation strategy.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
Education
NVQ Level 2 - Retail Customer Service
City & Guilds
Hertfordshire 2006.11 - 2007.11
BTEC National Certificate - Public Services Level 2, Distinction and Merit
West Herts Sports College
Watford 2005.01 - 2007.01
9 GCSEs - Grades A-D
Cavendish Sports College
Hertfordshire 2000.01 - 2005.01
Skills
- Leadership and team development
- Operational excellence
- Conflict resolution
- Employee engagement and wellbeing
- Client relationship management
- Communication and organisation
- Strategic problem solving
- Innovative thinking
- Resilience to stressful situations
- Awards and recognition
- Recruitment
- Stakeholder management
- Customer service excellence
- Complaints resolution and case management
- Public sector service delivery
- Change management support
- Performance improvement
- Training and coaching
- Communication skills
- Decision making
- Continuous improvement initiatives
- Diversity and inclusion champion
Certification
- MHFA - Trained mental health first aider
- St Johns Ambulance - Emergency First Aider in the workplace
- Full Clean British Driving License
INTERESTS & HOBBIES
Passionate about community involvement and child welfare through voluntary work with local schools. Enthusiast of personal development, continually seeking opportunities to learn and grow both personally and professionally. Enjoy socialising, planning and organising events. Reading, Personal fitness, health eating and well-being, Attending Music events, Watching Football and Formula 1.
VOLUNTARY EXPERIENCE
Nash Mills COFE Primary School, PTA CHAIR, 2024-01, Present, Lead and coordinate community events, fundraising activities, and school engagement initiatives to enhance the school experience for students and families., Work closely with school leadership and parents to foster collaboration and build strong community relations., Work closely with children conducting 121 reading, listening to them and giving feedback., DBS Checked and registered.
References
References available upon request.
Timeline
Customer Service Representative
Dacorum Borough Council
2025.01 - Current
Customer Service Desk Lottery and Tobacco
Tesco Extra
2024.08 - 2025.01
Store Manager
Dunelm
2014.02 - 2024.07
Assistant Store Manager
Dunelm
2011.03 - 2014.02
NVQ Level 2 - Retail Customer Service
City & Guilds
2006.11 - 2007.11
Team Leader
Dunelm
2006.10 - 2011.03
BTEC National Certificate - Public Services Level 2, Distinction and Merit
West Herts Sports College
2005.01 - 2007.01
9 GCSEs - Grades A-D
Cavendish Sports College
2000.01 - 2005.01