Julia Thompson Email and Phone Number
I am a Customer Experience Professional with an extensive career in Hospitality and Aviation. Starting out as a waitress, I further developed my customer service skills and qualifications as a Cabin Crew Member delivering a premium business class service on QantasLink flights and a more bespoke, specialized service, tailored to the client's requirements, on closed charter operations. Understanding, anticipating and exceeding the customer's expectations, is the key to providing exceptional customer service. Gathering customer insights, market feedback, developing customer service programs and initiatives, paired with team training and development are all crucial elements to achieve business growth and success.My strengths are my proven ability to build and lead successful teams, through creating a positive, inclusive and supportive team environment, providing clear leadership with open communication, defining team goals and objectives and working collaboratively. With formal qualifications in training and facilitation, I adopt a mentoring and coaching leadership style. I am passionate about developing and empowering teams to leverage their strengths, to drive KPIs and strive for continuous improvements. Honesty, trust and integrity are my core values, which is the key ingredient to my success in leadership roles.Throughout my career, I've been inspired and energized by new challenges and leading projects where I can collaborate with colleagues, leverage stakeholders, lead and guide the team to successfully achieve the outcomes. I enjoy working in fluid, fast paced environments and I'm experienced in leading change and transformation activities, including the introduction of new aircraft into fleets, developing workforce strategies to accommodate changing market and business demand and developing training programs and manual suites. I'm a committed and self-motivated individual with an analytical and methodical approach to problem solving complexed matters and have the dedication to drive outcomes.I'm excited by the prospects of a new career opportunity whether it be in customer experience, hospitality, people management/leadership or aviation and can be reached via phone, email or Linkedin.
National Jet Express
View- Website:
- cobhamaviation.com.au
- Employees:
- 238
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Cabin Crew (Inflight Trainer)National Jet ExpressHahndorf, Sa, Au
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Head Of Cabin CrewNational Jet Systems May 2019 - Jun 2024Adelaide Airport, South Australia, AustraliaSafety is held as the core value in the Head of Cabin Crew role which is responsible for the safety and compliance of NJS Cabin Crew Operations to meet AOC regulatory and Qantas requirements. This includes the Cabin Crew Department's component of the NJS Safety Management System by reviewing, reporting and managing safety risks associate with the Cabin Crew Operation to comply with AOC safety compliance whilst actively driving continuous improvements in safety culture and practices.The role manages the development and implementation of strategic Cabin Operations initiatives and acts as a subject matter expert on Operational Policy, Emergency and Safety Procedures and Cabin Crew Resource Management. Responsibilities include:• Leadership of the NJS Cabin Crew strategic workforce plan, employee relations matters, and effective crew management to meet network flying commitments. • Ownership of the NJS Customer Experience deliverables and ability to influence stakeholders to address key areas of opportunity commensurate to customer and employee feedback. • Project Lead and implementation for continuous improvement initiatives to achieve Operational Performance targets in On-time Performance, Safety and Compliance and Customer Experience.• Lead the Cabin Crew Management Team, providing direction, overview of strategic requirements, policy and operational requirements in order for them to drive operational performance.• Oversee and governance of a large sub-contractor of Cabin Crew to ensure compliance to operating and safety procedures and policies whilst driving commercial deliverables.• Oversee the management of all Human Resources within the Cabin Crew Department to ensure compliance with Industrial Instruments, Operating Manuals and Regulatory Standards.• Lead Enterprise Agreement negotiations, investigate employee relations matters arising from staff grievances and represent NJS in any industrial disputes.
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Cabin Crew Operations ManagerCobham Aviation Services Australia Mar 2016 - May 2019Adelaide Airport, South Australia, AustraliaThe Cabin Crew Operations Manager deputizes the Head of Cabin Crew and is a subject matter expert and technical advisor in all aspect of Cabin Crew Operations. Responsibilities of the role include:• Lead continuous improvements to Cabin Crew Procedures, Policies and Manuals. Update and edit Cabin Crew and Emergency Procedures manual suite.• Facilitate and lead Cabin Crew Audit activity with regulators, clients and code share organizations and internal assurance programs.• Manage compliance to CASA regulations, client requirements and industry best practices.• Support all Cabin Crew related Safety activities including investigations, risk assessments, risk rating and responding to Safety Reports.• Consult and collaborate with the client and key stakeholders to obtain alignment and standardization in procedures, standards and customer service delivery.• Implement Customer Experience initiatives to achieve deliverables and meet Net Promotor Score targets.• Drive improvements in Operational Performance, including On-time Performance, Operational Resilience and Safety Standards.• Support and guide the Cabin Crew Management Team with technical and people management expertise and knowledge.• Cabin crew communications, including notices, newsletters, safety alerts and crew feedback.• Support the Cobham Leadership Team in oversight and governance of change management processes.
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Cabin Crew (Ground Trainer, Check Cabin Crew And Inflight Trainer)Cobham Aviation Services Australia Feb 2008 - Feb 2016Adelaide Airport, South Australia, Australia• Cabin Crew Member, operating private Fly In / Fly out regional flights on behalf of mining clients. Operate closed charter flights for government departments, clubs, charities and commercial clients, delivering a tailored flight schedules with bespoke services.• Instruct Crew Emergency Procedures Courses and practical training sessions for Pilots and Cabin Crew. • Facilitate Cabin Crew Initial Ground School training courses.• Conduct Cabin Crew In-flight Training Sessions.• Carry out Cabin Crew line assessments and train.• Design training courses and write modules, presentations and exams.• Work collaboratively with small training team to identify and execute training improvements and procedural amendments in manuals.• Conduct Cabin Crew Manual re-writes to support business transition into separate business units.• Train, coach and mentor new Ground Instructors in preparation for regulatory approvals.• Monitor and develop crew operating, safety and customer service standards.
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Manager Cabin Crew Training And CheckingCobham Aviation Services Australia May 2001 - Feb 2008Adelaide Airport, South Australia, AustraliaResponsible for managing the compliance of all Cabin Crew Training and Checking programs. Responsibilities include:• Lead and develop Cabin Crew Training Team to deliver training courses to an optimal and consistent standard across a fleet of 3 aircraft types.• Oversee standardization processes to maintain standardization of training methods, crew operating and safety procedures and customer service.• Design and develop training programs, including Emergency Procedures, Line Training, Upgrade Training, Fleet Conversion, and Customer Service Training Courses.• Manage cabin crew compliance to regulatory requirements and company policies.• Facilitate and support audit and assurance activities conducted internally and by the regulator.• Reformat and rewrite Cabin Crew Manual Suite. Write procedures and manual amendments.• Cabin Crew Lead for entry into service of B717 aircraft onto Cobham AOC.• Instruct and facilitate Emergency Procedures, Conversion and upgrade training courses for B717 and BAe 146 crew.• Facilitate Human Factors training courses.• Operate as Cabin Crew on B717 and BAe 146 aircraft.
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Cabin Crew AdministratorNational Jet Systems Sep 1999 - May 2001Adelaide Airport, South Australia, AustraliaAdministrative support to General Manager Cabin Crew. Responsibilities included:• Manage Cabin Crew Leave planners and approval processes.• Process Operating Crew Reports and action accordingly• Cabin Crew correspondence and feedback.• Manage Cabin Crew performance standards• Support the Cabin Crew Management Team• Capture data and feedback to support delay analysis• Minute department meetings• Operate as Cabin Crew on BAe 146 aircraft on both QantasLink and Charter operations
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Operations ControllerNational Jet Systems Oct 1997 - Sep 1999Adelaide Airport, South Australia, AustraliaMonitor operation of flight schedules, for domestic Qantaslink operation, FIFO regional operation and short-sector international flights for various clients. Recover crew sickness and co-ordinate schedule recovery whilst supporting maintenance requirements when aircraft are grounded. Maintain schedule integrity and inform clients of flight changes and advise on recovery options and action accordingly.
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Cabin Crew (Senior Base Cabin Crew And In-Flight Trainer)National Jet Systems Aug 1994 - Oct 1997Cairns Airport, QueenslandOperating Cabin Crew on BAe 146 aircraft under QantasLink contract. Delivering premium Qantas service in Business and Economy Class on regional sectors out of Cairns. Upholding company standard operating and safety procedures and maintaining competency in emergency procedures.Monitor standards, provide mentorship, leadership and support to base of approx 20 Cabin Crew, in the Senior Base Cabin Crew role. Conduct administrative tasks at base level, including writing crew notices, managing leave and providing crew feedback. Motivating crew and promoting a positive morale and base culture to create an environment where crew can perform at their best and operate cohesively as a team. Training new Cabin Crew in-flight to company, client and regulatory standards.
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Food And Beverage WaitressRose And Crown Hotel And Elizabeth Motor Inn Feb 1988 - Jul 1994Elizabeth, South Australia, AustraliaFood and beverage waitressing in a hotel and restaurant, role included taking orders, table service, pouring beverages, preparing deserts and assisting in the kitchen. Working with the kitchen and bar team and Manager to deliver a personalized, warm and attentive service to exceed the customer's expectations and promote customer loyalty.
Julia Thompson Education Details
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Natural Resource Managment
Frequently Asked Questions about Julia Thompson
What company does Julia Thompson work for?
Julia Thompson works for National Jet Express
What is Julia Thompson's role at the current company?
Julia Thompson's current role is Cabin Crew (Inflight Trainer).
What schools did Julia Thompson attend?
Julia Thompson attended University Of Adelaide.
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Julia Thompson
Greater Sydney Area1nsw.gov.au -
Julia Thompson
Communications Officer, Centre Of Research Excellence In Food Retail Environments For Health: Next Generation, Institute For Health Transformation, Deakin University - Visit: Healthyfoodretail.ComWarrnambool, Vic -
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