Indi Mackintosh

• Mentoring practice: Delivered practical mentoring with staff and students, gave clear feedback and encouraged ownership which supported steady improvement in session quality across schools. • Training content creation: Created checklists and templates for trip planning, incident response and risk assessments which made processes clearer for staff and reduced planning time. • Quality assurance role: Acted as internal quality assurer for first aid and mental health training, carried out checks and guidance which kept all courses aligned with qualification standards. • Religious sensitivity planning: Noticed barriers around residentials during Ramadan, adjusted dates, spaces and communication which opened access for students who previously missed these opportunities. • SEN access support: Worked closely with SEN teams on early information sharing, personal briefings and parent contact which helped pupils with additional needs take part in the annual outdoor education trip. • Wheelchair expedition access: Found no local off-road wheelchair hire options, contacted national providers and secured a suitable chair which enabled wheelchair users to complete DofE expeditions. • Funding acquisition: Secured funding for around 190 pupil premium students to cover expedition kit, transport and registration which helped remove financial barriers to the DofE award. • Residential trip leadership: Led large scale trips of up to two hundred students, set staff roles and timetables and dealt with issues on the ground which kept activities on plan and reduced pressure on teaching staff.

• Store operations support: Ran the footwear department during management absence, coordinated staff across the floor and managed customer issues which kept the store steady during busy shifts. • Merchandising delivery: Set up product displays for seasonal campaigns, maintained stock levels and layout which improved visibility of promoted items and supported stronger sales flow. • Complaint resolution: Handled concerns calmly on the shop floor, explained options and provided solutions which reduced escalation and created smoother customer experiences. • Trustpilot Score: Increased Trustpilot score from 1.9 to 4.5 stars out of 5 over a 6-month period, raising the company’s reputation

• Customer guidance: Supported customers in finding suitable outdoor equipment, asked the right questions and matched products to needs which encouraged repeat store visits. • Stock upkeep: Monitored stock levels and replenished displays which kept fast moving items available during peak hours. • Product knowledge building: Learned technical features of outdoor clothing and equipment which improved customer conversations and supported stronger sales across the department.

Providing a wealth of knowledge and advise to customers in regards to outdoor clothing and equipment for their every adventure

• Camp activity safety: Carried out daily safety checks on adventure kit, briefed groups clearly and monitored behaviour which supported smooth activity delivery and reduced incident likelihood. • Session delivery: Led adventure activities with young people, adjusted pace and instruction to keep groups engaged which contributed to strong feedback from campers. • New instructor guidance: Trained new staff on equipment and safeguarding practice which helped them settle quickly and raised overall session consistency.