John Fishwick Email and Phone Number
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I am an experienced Additional Assistance & Accessibility Manager, with a proven track record of delivering enhanced customer experiences in heavily regulated environments such as Airport, Rail & Bus networks with the ability to develop and implement strategies which improve equality, diversity and inclusivity. I engage with 3rd party Government departments, forums and charities to drive improvements for customers and I am highly experienced at managing key interfaces in process driven and customer focussed environments to maintain operational requirements. Futhermore, I understand global legislative standards and compliance across global networks and feed into new legislative decision making to influence outcomes that benefit customers and business. I also develop processes and procedures to improve customer experience and operational efficiencies.During my career I have worked for many aviation companies, including Virgin Atlantic, Premier Work Support and British Airways. My achievements include: ✅ British Airways: As Additional Assistance Manager, led wayfinding trial to investigate a large volume of customers incorrectly booking additional assistance, establishing number of booked wheelchairs could be reduced by 20% on high volume arrival flights and received 80% customer satisfaction from initiative.✅ British Airways: As Additional Assistance Manager, managed transitioned to new Additional Assistance supplier within Heathrow T5, including development of transition and communication plans, enabling 18,000 front line agents to understand changes and negative feedback fell by 65% within 1 month.✅ British Airways: As Additional Assistance Manager, led accessible aviation tours programme to promote airline with health care professionals and received outstanding customer experience reviews from attendees of course.My Specialities:• Additional Assistanace & Accessability• Operations Management• Airport, Rail & Bus Transport• Human Resources• Project Management• Customer Service• Data Analysis• Process Management• Process Architecture• Process Governance• Contract Management• Scoping Process• Hidden / Invisible Disability• Disability Awareness• Stakeholder Management• Contractor Management• Learning & Development• Team Leadership• Disability confident• Equality & Diversity• Disability Rights• Wayfinding• Equality & Confidence• Mobility Screening
Virgin Atlantic
View- Website:
- virginatlantic.com
- Employees:
- 7213
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Customer Accessability ManagerrVirgin Atlantic Sep 2023 - PresentLondon Area, United Kingdom
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Additional Assistance ManagerBritish Airways Jan 2017 - Oct 2023Heathrow AirportI am currently employed as an Additional Assistance Manager and report to the Global Accessibility Manager, working autonomously and managing 2 third party contractors, delivering additional assistance requirements across terminals 3 and 5 for 2500 additional assistance customers per day. • Ensuring that customers who book assistance at Heathrow receive a seamless and dignified service.• Conceiving and leading continuous improvement projects such process improvement, additional facilities and customer satisfaction and positive customer journeys.• Acting as central point of contact for all equality, diversity and inclusion matters.• Developing networks with legislative bodies and external stakeholders to drive operational excellence and customer satisfaction.• Managing partners at Heathrow and service delivery contractors against SLAs and BA service standards.• Engaging and understanding key legislation to ensure BA operations at LHR remains compliant.• Managing internal feedback, analysing trends and implementing action plans to rectify problems.• Participating in forums and workshops, helping to drive forward accessibility best practice on a global scale. • Working to encourage customer to consider travel by air as a viable option.Key Achievements:• Investigated delay cause and trend, working with suppliers to minimise customer dissatisfaction and operational disruption. • Identified pinch points with operations and designed / delivered improvements programme alongside new service provider and Heathrow airport management, leading to improved customer service ratings of 4.1 out of a scale of 5 within a 3-month period. -
Customer Operations ManagerBritish Airways Jan 2013 - Jan 2017Heathrow AirportI was employed as a Customer Operations Manager and reported to the Head of Terminal, managing a team of 32 direct reports and 300 indirect staff, delivering smooth day to day running of customer facing operations across terminals 1 and 3.• Ensured all processes were adhered to and exceptional issues were dealt with in a timely manner to protect daily flight schedules.• Led project team focusing on BA81 departure to Accra, Ghana.• Motivated team to excel at all KPI’s and formulated contingency plans during disruption.• Introduced new IT application to enhance working practices at departure gates and devised roll out plan and continual learning strategies to ensure application was of benefit to gate staff.Key Achievements:• Managed initiative to improve customer behaviour throughout check-in, transit and boarding process, leading to 26% reduction in flight time delays and increased on-time departure by 6%. • Mentored, coached and developed 300 personnel and addressed performance issues that arose after acquisition of BMI.
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Contracts ManagerPremier Work Support Jan 2011 - Jan 2013Gatwick & Heathrow AirportsI reported to the Regional Manager and led a team of 3 personnel, including business development manager, contract supervisor, payroll administrator, delivering personnel for short and long term contracts across Gatwick and Heathrow airports, including Ground Handlers, Drivers, Cleaners, Loaders and Check-in staff.• Managed relationship between key customers and suppliers.• Coordinated recruitment and candidate screening for large number of seasonal and permanent staff.• Managed customer / supplier relationship by employing a variety of approaches.• Oversaw bid preparation, scoping and delivery.• Managed forecasting and tracking of monthly invoicing against purchase orders.• Delivered cost effective, consistent and profitable product to the customer.Key Achievements:• Finalised contract negotiations with South African Airways, Diamond Air and Derisaborg, resulting in additional £750k per year revenue. • Implemented changes to temporary contracts for personnel to counteract the temporary staff law, resulting in mutually beneficial agreement with clients.• Delivered 300% Increase in revenue from key customers due to building the account with a focus on gaining customer insight. -
Project Manager - Business ChangeVirgin Atlantic Airways Jan 2007 - Dec 2008London HeathrowI was employed as a Business Change Manager, responsible for the successful and strategic introduction of a number of large-scale projects including the ‘T3 Futures’ ambition. • Delivered 6-week strategic implementation plan of the live check in area, that ensured that there was minimal disruption to the complex daily operation and to the customers experience during the project. • Designed new resourcing profile to ensure all new facilities operate in line with KPI and Brand values.• Facilitated recruitment days for new front line agents.• Contributed to Business Cases/Plans, stage boundary reports and budgetary monitoring.• Condusted trials and test studies of the projects; evaluating the points and working these back into the projects.• Delivered Customer satisfaction and schedule optimisation whilst working in a busy airport environment, dealing with flight disruption and cancellations. I did this through identifying the problem and applying the best resource to resolve the situation. • Investigated and resolved errors made by operational members of staff.• Closely worked with outside agencies, including the BAA, International Immigration Services, External Vendors and the UK Borders Agency.• Influenced and worked alongside Directors, Managers and operational staff.
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High Profile Client ExecutiveVirgin Atlantic Airways Apr 2005 - Jan 2007Heathrow AirportI was employed as a High Profile Client Executive and led a team of 10, ensuring the smooth running of daily operations and exceeding customer expectations.• Delivered customer service excellence in dealing with high yield passengers. • Frequently exceeded company KPI’s and personal objectives.• Monitored and improved service delivery standards.• Prioritised personal and team tasks within a varied and demanding workload.• Effectively and concisely communicated using a range of IT, verbal and written communication methods.
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Check-In AgentVirgin Atlantic Apr 2004 - Apr 2005Heathrow Airport
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Customer Account ManagerIdeal Standard International Bvba Jan 2002 - Jan 2004Heathrow AirportI was employed as a Customer Account Manager and facilitated the company’s new employee induction course for the Customer Service Department. • Provided new start staff with a through understanding of product knowledge and valuable customer service skills.• Oversaw training of the department and led a number of 1 and 2-day courses and workshop sessions. • Managed key customer account and dealt with their requirements, managing a service delivery team.• Coached new team members, supporting and giving them confidence on their new role.• Developed existing staff numbers, setting career goals, identifying training needs and focussing on KPI’s.• Listening, responding to and closing off staff queries and concerns during training and introduction of a new computer package.
John Fishwick Skills
John Fishwick Education Details
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Geography
Frequently Asked Questions about John Fishwick
What company does John Fishwick work for?
John Fishwick works for Virgin Atlantic
What is John Fishwick's role at the current company?
John Fishwick's current role is Additional Assistance & Accessibility Manager - Delivers Enhanced Customer Experiences for Airport, Rail & Bus Transport Organisations.
What is John Fishwick's email address?
John Fishwick's email address is jp****@****o.co.uk
What is John Fishwick's direct phone number?
John Fishwick's direct phone number is +4484449*****
What schools did John Fishwick attend?
John Fishwick attended Coventry University.
What skills is John Fishwick known for?
John Fishwick has skills like Training, Operations Management, Airports, Aviation, Change Management, Customer Service, Project Management, Airlines, Team Leadership, Team Management, Management, Budgets.
Who are John Fishwick's colleagues?
John Fishwick's colleagues are Sarah Wickham, Mihaela Stan, William Lawless, Priscilla Brunning, Nichola Phillips-Hemming, Abigail Torry, Sam Vigor.
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John Fishwick
Complaints Operations Manager At Lloyds Banking GroupGreater Cheshire West And Chester Area1bankofamerica.com -
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John Fishwick
Senior Lecturer In Dairy Herd Medicine, Royal Veterinary College, University Of LondonSt Albans1rvc.ac.uk1 +44 20 XXXXXXXXX
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