Arran Ward Email & Phone Number

Leeds, West Yorkshire, United Kingdom

Leeds & Bradford Airport

- Respond to issues with conduct and management of building condition- Deal with HSE reports across several large contracts (DVLA, AVIVA and BT)- Analysis of customers’ quality audit data and report analysis. - Managing company services out of hours ensuring the completion of Work Orders, effective liaison with service partners and contractors to adhere to SLAs. - Ensure the mitigation of risk where possible.

Birkenshaw, West Yorkshire

Responsibilities included - • Ensure robust & acceptable resolutions are reached to problems encountered by customers• Ensure the smooth day to day running of the UK Duty Office• Be a leading co-ordinator as part of an emergency response team• Manage any incident from a UK perspective• Manage & support a team of Duty Officers • Train, mentor and coach my assistant.• Maintain strong working relationships • Provide statistical and Management information when required.• Develop KPI’s• Make sure the Duty Office continues to meet & exceed Service Level Agreements • Authorise passenger welfare for on the day disruption, in line with EU regulations.

• Assist all Thomas Cook customers .• Form part of the of the emergency response team in the event of a major incident.• Action emails & telephone calls that come into the Duty Office • Promptly & accurately advise overseas staff of flight delays/no shows/missed flights • Accurately log the daily charter & scheduled flying programme onto a database• Professionally communicate incidents to the business by email escalation using set procedures & guidelines.• Collate of passenger figures from Duty Office applications• Log and follow up any authorised passenger welfare or costs incurred • Recharge any costs where necessary.• Maintain awareness of all Thomas Cook policies

West Yorkshire

• Monitor the charter flying programme for the in house airline.• Liaise with 3rd party airlines when Flying Colours had chartered aircraft for their own use.• Assist UK airport ticket desk staff with any customer problems that arose.• Inform the UK management team of any incident or emergency that involved Flying Colours passengers.