British AirwaysHeathrow Customer Service Team ManagerOctober 2000-September 2017Key responsibilitiesLead and performance manage a team to deliver a world class, cost effective and continuously improving customer service.A direct report for a team of 10 and up to 60 staff on a working operational dayAccountable for ensuring myself and team deliver first contact resolution to all customer issuesCreate and lead a performance driven organisation through effective formal management processesDevelop a strong working relationship with key service partnersAccountable for managing all stages of people management policies and processes up to and including dismissalAccountable for recruitment, training, ongoing coaching and career development of colleagues, creating a culture of continuous learning and self-development to maximise potentialManaging revenue discretion and spend against financial targets, proactive in identifying and driving ancillary revenue opportunities. Accountable for all cash/credit sales and correct documentation and collection of such.Accountable for maintaining a safe working environment, reporting and investigation of incidents and ensuring conformance of the team to all mandatory training and safety procedures.To proactively use business performance data, drives self and team to improve operational performance and meet stretching targets.Key achievementsManaging the staff through two major changes in BA history, a terminal move, Check in system change.Management of several projects to improve the customer service experience, change operational procedures and company cost reduction.Year on year improvement in team attendance, consistent high scorer as an effective manager in the annual staff surveyAn ambassador for the company conducting tours, entertaining external and internal customers to showcase our brand.