Jonathan Griffiths Email & Phone Number

Waterside, Heathrow

Working with the Customer Service Transformation and Customer Standards create and embed teams, I was to support bringing thoughtful service to life through our service hallmarks and customer standards. The service hallmarks and customer standards are fundamentally important in ensuring we meet our brand promise ‘To Fly. To Serve’. The objective is to embed the service hallmarks and customer standards throughout the organisation to ensure that all interactions across the end-to-end touch points provide a seamless experience that meets, and where possible exceeds customer expectations. This role supported the delivery of world-class customer service for customers across the customer journey.

Working as part of BA's frontline customer service team within the In-Flight Customer Experience (IFCE) department. Responsible for delivering world class service in all our cabins and to all our customers. Accountable for the safety and security of customers and colleagues on the aircraft by adhering to CAA requirements. Working as part of a team which changed flight to flight, meaning that fostering quick working relationships was essential

Managed a team of 50 which included trainers, back of house and front of house colleagues. This included the training and coaching of the front line to achieve consistency.Preparing end of shift / day reports; end of week reports* Analysing hourly sales detail, product volume sales, amending and forecasting daily figures* Training, coaching and supporting team, with written and verbal feedback* Ensuring customer satisfaction* Preparing petty cash; reconciling cash movement; daily deposits; weekly banking preparation and collection* Inventory and cost of sales analysis* Forecasting and weekly sales analysis* Labour budgeting cost analysis* Local Store Marketing on the re-launch day of our store to increase the day shift sales by 400%. This included inviting local schools and businesses to attend giving them 50% off their meal. The Mayor of Crewe and Nantwich was invited to cut the ribbon to re-open our store.* 'Hut Hero' Award for Employee of the quarter 2010 Q1 for outstanding commitment to the job and always wanting to excel in my role.

2.1, Ba Hons Marketing Management

A Levels, A Levels

Gcse, Gcse