Position: Operations manager
Age: 50
Nominated by: Business owner Lorraine Arnold, who says: “James is way more than an employee, he is a friend of many years. We have had many adventures along the road, we have travelled together, so who better to ask for help along the chippy route as I decided to expand? He is my eyes and ears, his collaboration and support are invaluable. As I get older and try to step away, I am confident the business is in good hands. James is the wind beneath my wings, a true unsung hero!”
How long have you worked at Pier Point?
I have known Lorraine for decades, but I joined Paignton Pier Chippy – her original fish and chips venture – in 2019 when she was looking to expand to a second venue. This ultimately became Pier Point, which I migrated to fully in 2021. She often says I was the only person she could wholeheartedly trust to run her original “baby” the way she would while she was almost fully consumed with setting up – and taming – the bigger, “monster” venue of Pier Point. All the knowledge she gained, she passed on to me, and, like her, I have gotten more and more enthused about the industry over the years.
What are your responsibilities?
I am fully involved in the day-to-day running of Pier Point: recruiting, rotas, payroll and supplier liaison, but the main focus is team management. I’m very hands on and like to lead by example, much like Lorraine, so am often on the fryer or jumping on a till, potwash or even rumbling and chipping potatoes if needed. There is always something to do in a chippy and I think if you show the team that you will get fully stuck in it inspires them to do the same.
What’s your favourite part of the job?
Seeing the team succeed both together and individually. It’s very rewarding to see people with potential who likely don’t have any experience in this field really come into their own and thrive. Similarly, we always try to promote supervisors and managers internally to show that hard work pays off. There is nothing better than an unexpectedly busy day when you look around and see the team you have finessed just throwing themselves into it, pulling together and supporting each other.
What’s your least favourite part of the job?
The worst part of the job is the quiet days! You would think that the relentless, full-on long summer days are the toughest to handle, but as I’m sure many others would agree, the hardest time is when perhaps the weather is against you, or for some unknown reason, footfall just drops and you are hanging on for that next order to pop up! We do, however, like to take the time in the quieter periods to dedicate more time to the customers in the restaurant or have a chat while they are waiting at the takeaway, as more often than not they are the locals who will help carry us through the fallow months.
What is it that you like about working at Pier Point?
Pier Point really stands for everything that is the best about the fish and chips world: high quality, sustainably sourced products, prepared and cooked with care, and served with a happy, welcoming smile. As I often say to the team, it’s not like you are selling insurance or a used car, it’s delicious, fulfilling, classic British food that we make sure is always top notch when it goes out.
How do you feel about being nominated as an Unsung Hero?
Very flattered! In a busy business like ours, you are always looking outwards and rarely take the time to look inwards and evaluate how well you are doing yourself. It’s nice to be acknowledged…and I don’t think I’m doing too badly!
