Cavan Gosden

Position Overview: As Production Lead I was responsible for overseeing and managing a team of Pharmacy technicians and warehouse operatives of up to 50 employees to ensure smooth, efficient, and compliant operations. This role involves leading the team to provide excellent customer service and ensuring SLA agreements are being met, maintaining the safety and quality of prescriptions, ensuring adherence to regulatory standards and optimizing operational performance.

Key Responsibilities:

• Leading and developing team of Pharmacy Technicians and Warehouse Operatives to delivery high-quality service to customers and comply with company KPI's
• Providing training, coaching, ongoing support to team members, ensuring job responsibilities are understood, regulatory requirements and customer service expectations.
• Tracking team performance, including key metrics such as order processing time, accuracy rates, and customer satisfaction.
• Conduct regular performance reviews and provide feedback to improve team efficiency and morale.
• Ensuring that all pharmacy operations are conducted in compliance with relevant laws, regulations, and industry standards (e.g. GPHC guidelines).
• Manage workflow and prioritize tasks to ensure timely and accurate processing of orders.
• Collaborate with other departments (e.g., IT, logistics, customer support, pharmacy prescribers) to resolve operational issues and improve systems.
• Ensure all pharmacy staff adhere to industry-specific regulations, including prescription verification, recordkeeping, and confidentiality.
• Conduct audits and quality checks to maintain high standards of safety and professionalism in all operations.

Position Overview: As Senior Warehouse Manager my key responsibility was overseeing the day-to-day operations of several sites. The role involves managing teams, optimizing processes, ensuring the timely and accurate delivery of products, and maintaining a high standard of service with strict KPI's. Also driving continuous improvement initiatives, implement best practices, and handle operational challenges in a fast-paced, high-demand environment.

• Directing and leading a team to achieve company goals and hit
  target KPI’s
• Training and upskilling staff - Visited several sites around
  London and Manchester to assist with launching new sites
• Monthly performance reviews to highlight positives and find areas of improvement for all employees.
• Full P+L responsibility.
• Full accountability of warehouse health and safety
• Analysing hour data on teams performance to manage any
  outliers - also to find ways of assisting/improving operations
• Scheduling for stores with over 100+ employees to meet
  company demands
• Collaborating and communicating with different stakeholders
• Managed companies flag ship store whilst being the
  youngest manager employed within company.
• Full oversight of warehouse inventory and aliasing with supply chain to support where needed.

• Main POC for any employee when present on shift as well as
  being responsible for keeping operations sailing.
• Daily briefings with around 20 - 25 employees for performance
  and general updates.
• Weekly scheduling for all Warehouse staff
• Licensing and training for machinery and trucks. All in-house
  training provided by team leaders.
• Upfront customer service ensuring all orders are 100% as well as
  quality check being completed. Assisting customers with any
  queries or issues.

• Joined the company as a Warehouse Associate - main
  responsibility was picking, checking and packing orders
• Gained a strong understanding of operations which allowed me
  to start training new starters
• As Training TL my main responsibility was to assist management
  with keeping smooth operations and dealing with/foreseeing
  any bottlenecks
• Direct contact with suppliers and keeping strong relationship
  between us
• Inducting all new starters and providing full trainer for their necessary role including continuing to support until they are ready for independent work.