Albert Thomas Email & Phone Number

United Kingdom

Crawley, Gb

Leading Virgin Atlantic’s talented people oriented teams to deliver incredible internal service- HR shared services, Onboarding, Employee Relations, International People Operations, Performance Management, Payroll, People Systems, Staff Travel, Business Travel, People Projects & Transformation, ID facilitation and our award winning Recruitment.

Crawley, Gb

Crawley, Gb

A strategic People Leadership role that was critical part of the Cabin Leadership Team, with a team of Crew Performance Managers as direct reports. Ultimately, this role had accountability to ensure that the Plan on a Page and associated projects for the Productivity, Engagement and Performance elements of our Cabin team, are clear, add value to the wider Cabin Leadership plan, and are reviewed and measured using KPIs, that feed in to the overall performance of the team and our crew. Responsible and accountable for all People elements within the Cabin division and driving transformational organisational change, high performance and engagement.

Crawley, Gb

Responsible for managing the team of Managers - Performance and Development that oversee our Cabin Crew. This role was renamed in 2020 to Manager - Productivity and Performance.

Crawley, Gb

Responsible for global on-board service standards, evolving the customer proposition to drive NPS and support the Customer Experience Strategy ensuring the that our crew and onboard managers deliver consistently incredible experiences to our customers.

Crawley, Gb

- Responsible for the comprehensive performance management and leadership of circa 60 Flight Service Managers whom each manage a team of up to 14 Cabin Crew.- Implementing, steering and executing divisional strategy to ensure accomplishment of business objectives whilst embedding Customer Strategy and Vision, Service Principles and our Brand Values, ensuring these align with wider corporate planning. - To coach, develop, recognise, lead, motivate, inpsire and manage the team to ensure key metrics/KPIs are achieved and exceed as well as support the business objectives. -Through visibility and open dialogue the role seeks to drive employee engagement across the Cabin Crew function and airline as a whole. Through clear leadership, I am able to set standards expectations and support the business objective to be the number 1 airline for NPS.- I seek to identify trends within internal and external customer data, recommending improvements and implementing a number of changes collaboratively to improve customer satisfaction, increase route performance and raised overall Base performance. -As this role is responsible for development and coaching, it is also accountable for the identification of future talent within the team, taking a key decision making role in the selection process of future on-board leaders. -Inspiring leaders, I delivered the award winning 'Me and My Leadership' programme to our On-Board Managers, and wider managers within the division, impacting on attitudinal change.-During operational disruption I am in contact with Crew overseas ensuring that a duty of care is extended, and providing immediate support to On Board Managers. Undertaking the On-Call Manager function for Cabin, acting as Crisis Management Center representative during major disruption and representing our area during amber alerts are all part of my role.

Crawley, Gb

- Responsible for leading a team of up to 250 direct report Cabin Crew; including Flight Service Managers, Cabin Service Supervisors, Senior Cabin Crew, Cabin Crew and New hire/Ab-Initio.-I provided operational support at both London Heathrow and Gatwick airport and was responsible for the in the moment management of over 4,000 cabin crew of all ranks when on duty. I provided support to the crew following an incident onboard, in the work place or away from work. This included debriefing, emergency response, crisis management and ongoing support. -I was responsible for the performance, development and management of my team whilst at all times abiding by ER policies, procedures, Local Office Instructions, regulations and Industrial Agreements and ensuring a culture of accountability and ownership. -The role required me to monitor and reduce absence levels and off-line activity in line with Company targets, identify trends and take remedial action. I sought to improve performance of the senior on-board managers by coaching and developing their skill set.-I have introduced initiatives to reduce off-line activity, increase productivity and increase employee satisfaction.-I analyzed and acted upon key performance indicators, customer scorecards and trends to allow an understanding of the customer proposition and ensure customer excellence.- I conducted investigations and acted as Chair Person in disciplinary, appeal, attendance, and grievance meetings in accordance with Company policy and current legislation. -I represented Virgin Atlantic Airways overseas and during external processes such as tribunals, investigations and court hearings as well as consulting and negotiating with Trade Union Representatives. -I undertook recruitment of new hire UK and overseas Cabin Crew, as well as promotional interviews for current employees to managerial level in order to support planning and establishment requirements.

Crawley, Gb

•Operating as an On-board Manager, providing management, direction and motivation to the crew whilst being responsible for the safety and comfort of customers and crew in my cabin on board the Boeing 747-400 and Airbus A340-300/600 on long haul routes. •Ensuring the delivery of inspirational pre-flight briefings, I was entrusted to ensure impeccable standards of service are delivered to both the internal and external customer, by the cabin crew, through coaching, feedback, directing and developing crew whilst maintaining high safety standards, following procedures and retaining customer satisfaction and their loyalty to the brand. •Responsibility for identifying high achievers to aid the selection process in addition to managing poor performance appropriately. The role also requires feedback to be given to relevant departments, as well as liaising with ground staff, to improve standards as well as an understanding of company objectives and business challenges whilst ensuring an awareness of costs and subsequent impact upon profits. •As well as on-board duties the role requires the person to be a role model that can provide support, advice and guidance down-route and proactively promote the brand and its image. There is a necessity to provide continuous support to the Flight Service Manager, as well as being integral to achieving On-Time Performance.

Gb

•Responsible for the safety and comfort of customers on board the Boeing 737-800 and Boeing 767-200/300 on both long and short haul routes. •An extremely customer focused, dedicated role that included working within a remote workforce. •Key attributes were to be friendly, professional, approachable and accommodating. Working as part of the team, within a multi-cultural environment, it was essential to anticipate the customers’ needs and exploit opportunities to build and sustain exceptional customer service whilst following procedures and applying technical know-how. •Imperative to be immaculately groomed at all times. •The role involved a huge amount of trouble shooting, clear and confident communication whilst demonstrating an unrelenting enthusiasm.

London, England, Gb

•Responsible for the comprehensive performance management of a large team of part-time and remote sales advisors within a Contact Centre. •Duties included setting relevant targets and ensuring that they were met through the use of Key Performance Indicators, managing for poor and exceptional performance, identifying behaviours, as well as attending and providing coaching and feedback sessions both on the job and in the training room. •The role also entailed a large proportion of complaint handling and managing from the front line in a customer focused environment, whilst reporting back to relevant departments on improving existing standards and putting new initiatives into place.

Bachelor Of Arts (Ba), Hons, Social Policy

3 A-Levels, 2 A/S Levels, French, English, Citizenship, Business And Economics

10 Gcses

Education record