Chris Robertson Email and Phone Number
hayes, hillingdon, united kingdom
Chris Robertson's Location
Greater London, England, United Kingdom, United Kingdom
Chris Robertson's Contact Details
Chris Robertson work email
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Chris Robertson personal email
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Chris Robertson phone numbers
About Chris Robertson
A highly motivated Learning and Development Trainer with 20 years experience within the aviation industry, delivering a range of learning interventions at British Airways, AirTanker and bmi British Midland. Specialising in the ability to engage and inspire others to achieve the common goal of providing exceptional consistent safety focussed customer service. An ambassador and role model with a passion for continuous professional development. Highly developed communication skills, facilitation skills, mentoring, coaching and performance management experience within a Cabin Crew environment.
Chris Robertson Work Experience Details
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Global Learning Academy Trainer (Crew)British Airways Sep 2015 - PresentLondon HeathrowDesign, develop and deliver training interventions within the Crew Learning portfolio to the highest possible standard considering all possible approaches to delivery.Delivery of training interventions across the Global Learning Academy.Support the Learning & Development Manager in the initial implementation of new training interventions in particular assisting with the Training and Learning Needs Analysis.Liaise with the team Learning Compliance Executive to ensure all training interventions are compliant with all internal and external requirements.Responsible for the development and creation of materials to be used for the training interventions in the Crew Learning portfolio.Work with the Learning Innovations team to review training interventions and amend them to make them as effective as possible using innovative methods and approaches.Work with selected external vendors ensuring they understand the training intervention and are delivering it to the highest possible standard.Role model and use external and internal best practice. -
Cabin Crew Line InstructorAirtanker Oct 2014 - Aug 2015Raf Brize NortonResponsible for managing the cabin crew team utilising my training and coaching skills to develop individuals to reach their full potential and achieve AirTankers company objectives, completing cabin crew reviews including probation and PDRs on behalf of the Cabin Services Manager.I am responsible for delivering theoretical and practical elements of training both ground and airborne conducting training and check flights observation and appraisal duties to ensure compliance with regulatory bodies and company requirements. In order to promote the safety culture within the company I am required to remain operationally current as crew and maintain excellent customer service skills acting as an ambassador and role model for the cabin crew.I engage effectively with the cabin crew team supporting the Cabin Services Manager with all aspects of their welfare performance and discipline championing safety management systems. -
Learning Delivery Executive SecondmentBritish Airways Aug 2013 - Oct 2014London HeathrowTo deliver the learning products of the Customer Learning Academy to the client areas and all grades of staff within Brands & Customer Experience directorate enabling them to deliver consistent outstanding service to our customers.- Create an effective conducive learning environment, to meet the needs of the delegates and the business, providing a motivating experience to exceed expectations.- Delivering a portfolio of courses including Airbus A380, Boeing 787, First Class and recurrent delivery, manual handling supporting the SEP/Avmed department.- Ensure that objectives and standards are met and address any performance issues with delegates.- Act upon feedback given from delegates and also stakeholders providing clear communication between the departments within the CLA.- Complete project work that may be required for the development of learning products.- Provide peer-to-peer coaching to new colleagues with regards to delivery.- Enable open communication with a constant feedback process at all levels.- Promote the CLA across the business creating a positive and proactive working environment.
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In-Flight Business ManagerBritish Airways Nov 2012 - Oct 2014London HeathrowIn-Flight Business ManagerTo lead, performance manage and coach a team of senior cabin crew (SCCM) and cabin crew in the air and on the ground, creating a high performance culture to ensure consistent delivery of world-class customer service. Responsible for approximately 150 cabin crew. - Lead and manage communities of crew focusing on performance management, listening to views and leading continuous improvement activity.- Set performance standards and drives performance management processes, regularly reviewing & monitoring performance across their team including attendance and behaviour.- To contribute to the effective running of the Fleet through the management and delivery of Fleet initiatives – for example, culture change and engagement strategies.- To act as role model for the Fleet at all times, particularly seeking to build an environment that includes, develops and recognises individual contribution from all Fleet colleagues.- Ensure that customer service, people and operational targets are achieved, acting in compliance with all aspects of safety and quality and British Airways policies. - Trained to operate as part of cabin crew adhering to all CAA and EU-OPS legislations, contributing to the service whilst providing feedback and coaching to the SCCM and cabin crew. (Trained to operate on the 747-400 and 777 aircraft).
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Recruitment PanelistBritish Midland International Apr 2005 - Oct 2012London Heathrow- Involved in recruitment events assessing applicants for the position of cabin crew in group exercises and then in 2:1 interviews - Working as part of a team to ensure that the company standards and ethos are met. -
Company AmbassadorBritish Midland International Feb 2005 - Oct 2012London Heathrow- As a company ambassador I am required to represent the company at corporate events, media and internal events promoting the company at all times which vary from golfing events to the London Mela.- Representing key business messages to both external and internal audiences
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Flight Supervisor/ Cabin CrewBritish Midland International Jul 2001 - Jan 2008London Heathrow- Able to communicate effectively with cabin crew, flight crew and ground staff to create strong teamwork and customer focus- Responsible for inspiring crew to deliver the highest standards of safety, security and service on all flights when operating in charge. - Maintaining up to date knowledge to ensure on board product is consistently delivered to laid down standards and provide feedback when felt improvements can be made- Effective coaching style and able to give and receive feedback, both verbal and written, taking appropriate follow-up action when required- Responsible for all service recovery actions to recover customer goodwill when they experience a service failure- Develops and maintains a thorough understanding of on board procedures and service standards and able to take on all bmi crew roles when necessary - Being part of a team of crew ensuring the safety, welfare and comfort of our guests on board the aircraft to the bmi standards, CAA and safety regulations- Dealing with any medical or other situations that may arise on a daily basis.- Able to create an immediate rapport with customers, anticipating and responding to customer needs with energy and enthusiasm
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Learning And Development TrainerBmi British Midland International Jul 2001 - Oct 2012London Heathrow AirportTo provide all training activities within Cabin Services, in order for Cabin Crew to deliver consistently excellent in-flight service to bmi customers.- To design, develop and implement service and role development training.- Ensure that the professional profile of newly appointed and existing cabin crew is consistent with the bmi brand, the brand values and with business requirements.- Ensure that company requirements are met within the boundaries of current legislation.- Ensure that company standards, brand values are reflected within all the activities of the Recruitment and Training department.- To remain current on all appropriate aircraft types inline with regulatory and Company standards.- To regularly fly to experience onboard service delivery ensuring any training issues are incorporated into recurrent training programmes.- Design and implementation of career development programmes for existing cabin crew.- Ensure the protection of confidentiality of others and all documentation and data retained by the Recruitment and Training department.- To maintain the development and administration of all training notes and any documentation relevant to the training process. - To manage the welfare, motivation and discipline of cabin crew whilst involved under training or in the recruitment process. Report and feedback to the Recruitment and Training Manager on any relevant welfare or performance issues. - To communicate effectively across all mediums with all customers, new entrants, existing personnel and third party suppliers.- Maintain the company’s policies, ethics and cultural diversity
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Cinema Supervisor/ Customer Service Sales AssistantOdeon & Uci Cinemas Sep 1999 - Jul 2001Guildford, United KingdomCinema Supervisor- Promoted to the role from Customer Service Sales Assistant, responsible for a team of over 50 within one of the busiest cinema multiplexes in the country. Duties included the opening, running and closing of the building with the support of the General Manager. The ability to manage money; cashing up, including meeting sales targets. Involvement in recruitment within the company; conducting of interviews and then the induction process with the successful applicants and training to provide excellent customer serviceCinema Customer Service Sales Assistant- Duties included the preparation and serving of food both hot and cold, after being trained in food and hygiene. Box office sales along with cash handling on tills in retail areas. Hands on customer service experience when seating screens, taking the customers personally to their seats. Required to be part of a team to ensure the smooth running of the cinema.
Chris Robertson Skills
Training
Training Delivery
Communication
Staff Development
Customer Service
Customer Satisfaction
Personal Development
Presentations
Presenter
Public Speaking
Airlines
Interviews
Management
Employee Training
Flights
Coaching
Aircraft
Recruiting
Aviation
Commercial Aviation
Human Resources
Airports
Iata
Chris Robertson Education Details
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Work Place Achievments -
Guildford CollegeA-Level Theatre Studies
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More House School8 Passes Grades A-C Including Maths And English
Frequently Asked Questions about Chris Robertson
What company does Chris Robertson work for?
Chris Robertson works for British Airways
What is Chris Robertson's role at the current company?
Chris Robertson's current role is Global Learning Academy Trainer at British Airways.
What is Chris Robertson's email address?
Chris Robertson's email address is ch****@****l.co.uk
What is Chris Robertson's direct phone number?
Chris Robertson's direct phone number is +121271*****
What schools did Chris Robertson attend?
Chris Robertson attended Work Place Achievments, Guildford College, More House School.
What skills is Chris Robertson known for?
Chris Robertson has skills like Training, Training Delivery, Communication, Staff Development, Customer Service, Customer Satisfaction, Personal Development, Presentations, Presenter, Public Speaking, Airlines, Interviews.
Who are Chris Robertson's colleagues?
Chris Robertson's colleagues are Phil Buxton, Lizzy Fernandes, Progsy Prog, Alan Bannister, Matthias Moraes, Callum Tisdell, Brett Silver.
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Chris Robertson
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