Greg Hamling Email & Phone Number

Canterbury, England, United Kingdom

Supporting the Store Manager driving the performance and day-to-day operations of the store. Responsibility of the store and team in their absence.Driving store performance by maximising sales opportunities, both retail and commercial. Optimise KPI performance in store by identifying focus KPIs and building plans to improve them and exceed targets.Delivering exceptional customer service to drive business growth through customer loyalty & repeat purchasesOffering customers a VIP… Show more Supporting the Store Manager driving the performance and day-to-day operations of the store. Responsibility of the store and team in their absence.Driving store performance by maximising sales opportunities, both retail and commercial. Optimise KPI performance in store by identifying focus KPIs and building plans to improve them and exceed targets.Delivering exceptional customer service to drive business growth through customer loyalty & repeat purchasesOffering customers a VIP service by actively contacting them with updates on products and tastings.Demonstrating and sharing a passion for products with customers through in-depth knowledge of product range. Coordinating the quarterly tasting programme, which involves managing and hosting varied tasting events and executing an enticing and commercially savvy weekly store tasting counter.Supporting the recruitment, management & development of my team. Being a sounding board and source of support for more junior team members, feeding back to Store Manager as appropriate.Supporting more junior team members to develop their product knowledge and pass their WSET (Wine & Spirit Education Trust) qualifications and taking responsibility for my own continued professional development. Taking accountability and pride for the physical appearance and maintenance of the store both internally & externally - ensuring swift reporting and escalation until resolved.Continuously identifying opportunities to make improvements which will optimise the operational running of the store.Supporting and cascading store, regional and business updates and communications. Show less

Chislet, England, United Kingdom

Ashford, England, United Kingdom

Ightham Mote

• Manager of property Visitor Welcome team, line managing 9 staff and 20+ volunteers.• Overseeing daily operations of visitor reception ensuring team welcome visitors as expected and promote membership or upselling to Gift Aid single admittance.• Monitoring team performance against individual targets and addressing or incentivising to achieve these.• Create annual roster for full coverage of the property using part time staff hours with limited flexibility.• Handling visitor… Show more • Manager of property Visitor Welcome team, line managing 9 staff and 20+ volunteers.• Overseeing daily operations of visitor reception ensuring team welcome visitors as expected and promote membership or upselling to Gift Aid single admittance.• Monitoring team performance against individual targets and addressing or incentivising to achieve these.• Create annual roster for full coverage of the property using part time staff hours with limited flexibility.• Handling visitor complaint escalations.• Collaboration with other departments to deliver the annual programme of events.• Ensuring property and organisation literature is in stock constantly and available for visitors.• Weekly reports on team performance on membership sales to Regional Membership Consultant and discussing problem areas and potential resolution methods.• Ensuring start/end of day cash handling procedures are followed and documented in accordance with organisation procedures.• Manage team budget and expenses.• Post Covid-19 property lockdown and re-opening:o Oversee property alterations and requirements in preparation for re-opening.o Manage team of property staff able to return from furlough, consisting of staff from other areas of the property, unfamiliar with visitor welcoming role.o Ensure all team familiar with new process for visitor visit to property and are informed of changes as soon as possible in a very fluid situation.o Ensure full coverage of property throughout day with limited staff available and considering break entitlements.o Report actual daily visitor numbers against those pre-booked to visit daily.o Advise visitors of new booking procedure on arrival if unaware.o Creator of visitor dwell time (length of visit) analysis to determine if any trends or patterns to enable alterations to processes and bookable visitor numbers. Also documenting visitor habits during visit. Show less

London, United Kingdom

• Based in the Integrated Operational Control Centre (IOCC), the operational hub of the airline• Monitor the Virgin Atlantic flying programme for disruptions.• Write SMS, airport letters and emails to Communicate effectively with the business and passengers in the event of a disruption situation.• Ensure the company remain lawful with both EU and DOT regulations when commercial decisions are being made by the IOCC.• Collate reports relating to Tarmac Delays and be responsible… Show more • Based in the Integrated Operational Control Centre (IOCC), the operational hub of the airline• Monitor the Virgin Atlantic flying programme for disruptions.• Write SMS, airport letters and emails to Communicate effectively with the business and passengers in the event of a disruption situation.• Ensure the company remain lawful with both EU and DOT regulations when commercial decisions are being made by the IOCC.• Collate reports relating to Tarmac Delays and be responsible for timely filing of reports.• Communicate with and assist global airports in time of disruption by writing letters for passengers and providing advice.• Investigate CAA compensation claims and respond accordingly.• Build reports on all disruptions in preparation for defence against claims and complaints. • Write copy for the website and update when flights divert en-route.• Liaise with the IOCC manager and provide help and support regarding changes to the flying schedule. Provide advice to ensure decisions made by the IOCC manager abide by EU and DOT legislation.• Build and provide managerial and departmental reports.• Monitor and respond to the Virgin Atlantic Facebook and Twitter page queries.• Reduce incoming claims by issuing pre-paid credit cards to airports when compensation is due.• Use ECJ 261/2004 case law to determine when compensation should be issued for flight delays on a case by case basis.• Attend daily meetings to provide feedback on customer issues to our stakeholders.• Monitor, respond and offer resolution to comments, postings, questions and complaints involving Virgin Atlantic in social spaces. • Proactively communicate service, operational and business updates as appropriate to fit a social space. • Engage with our social audience in a positive and friendly manner promoting our products and services and acting as a brand ambassador. Show less

London, England

• Based in the IOCC, to ensure we can be first responders to flight disruptions or unusual situations.• Engage, advise, support and recover our customers “in the moment” when they are in need via social media.• Monitor, assist, respond and offer resolution to comments and complaints involving Virgin Atlantic Airways (VAA) service and brand appearing in social media. • Maintain up to date knowledge of EC Regulation 261/2004, U.S. 14 CFR, Montreal Convention 1999, and the VAA… Show more • Based in the IOCC, to ensure we can be first responders to flight disruptions or unusual situations.• Engage, advise, support and recover our customers “in the moment” when they are in need via social media.• Monitor, assist, respond and offer resolution to comments and complaints involving Virgin Atlantic Airways (VAA) service and brand appearing in social media. • Maintain up to date knowledge of EC Regulation 261/2004, U.S. 14 CFR, Montreal Convention 1999, and the VAA conditions of carriage.• Work alone and have autonomy to make the right decisions that maintain VAA’s customer service image in front of a wide audience and protect it from exploitation and negative press in a public arena.• Inform and escalate any posts and conversations to the Press Office that may jeopardise VAA, its reputation or brand. • In emergency situations there are high demands on social media as a first response platform. This role therefore involves posting Press Statements regarding the incident and communicating with the Press Office any trends in social media, while assisting the immediate needs of customers.• Investigate, research, adjudicate and respond to complaints in writing, taking into account any potential damage the complaint, or unsatisfactory resolution may cause by press coverage.• Assist customers, as well as ground staff or crew, in the handling of individual incidents in real time. • Projects within this role:o Write the 5 person 24/7 roster to suit the new 6 person team. o Write the Emergency and Medical Onboard Procedures in the event of a death or medical issue in flight. This offers guidance of steps to take in a medical incident or death on board.o Write and conduct full training of new team members.o Create social flight delay activity guidelines. Written guideline indicating the actions required by the Customer and Social Relations Team, based on the number of individual customer that contact us from a disrupted flight via social media. Show less

London, United Kingdom

• I was asked by the Customer Relations Manager in 2010 to take individual responsibility for the VAA branded social media pages.• Listen, monitor, engage and respond to the comments, postings, questions and complaints involving VAA service and brand that appeared in these social media areas.• Investigate, research, adjudicate and respond to complaints in writing, taking into account any potential damage the complaint, or unsatisfactory resolution may cause by press coverage… Show more • I was asked by the Customer Relations Manager in 2010 to take individual responsibility for the VAA branded social media pages.• Listen, monitor, engage and respond to the comments, postings, questions and complaints involving VAA service and brand that appeared in these social media areas.• Investigate, research, adjudicate and respond to complaints in writing, taking into account any potential damage the complaint, or unsatisfactory resolution may cause by press coverage. • Maintain up to date knowledge of EC Regulation 261/2004, U.S. 14 CFR, Montreal Convention 1999, and the VAA conditions of carriage.• Distribute promotional and operational updates in a timely fashion, such as special offers, latest news and significant flight disruptions.• Work alongside the Social Relations Manager in creating and executing events that took place over social media.• Maintain a constant awareness of the evolution of these new channels and the opportunities they could bring to VAA. Attend conferences and seminars focusing on social media and marketing.• Identify VAA advocates and detractors and put in place actions to nurture or mitigate their actions. • Identify any travel bloggers who had a sphere of influence that could be potentially useful to VAA.• Take responsibility for decision making out of hours within social media.• Projects within this role: o Negotiate with the marketing department that the new advertising campaign in 2010 would launch on Facebook. Organise events on social media around the launch to build a social following.o Write and deliver training to employees to respond to customer queries, after highlighting the need for higher level of social media engagement. As such no additional budget was required by the social media team, which shows my commercial insight into the business.o Write and update the “On Call” roster to ensure fair distribution amongst the team.o Attend and complete the VAA “Managing Our People” Course. Show less

London, United Kingdom

London, United Kingdom

Bachelor Of Arts - Ba, Performing Arts

Education record

A-Levels: • Theatre Studies • Art • English Literature AS-Level: • Media Studies