Scott Kimber Email & Phone Number

Manchester Area, United Kingdom

Manchester Airport, England, United Kingdom

Focus on delivering resources planning and services that meet or exceeds the needs of customer and employees too enable business success.Lead the S&B team at Manchester Airport and East Midlands Airport.Maintain an overview of logged incidents and ensure SLA’s are met and correct prioritisation in line with the Customers business priorities. Provide timely analysis of Incidents and provide responses to Customer requests that have been raised through Service Now or other… Show more Focus on delivering resources planning and services that meet or exceeds the needs of customer and employees too enable business success.Lead the S&B team at Manchester Airport and East Midlands Airport.Maintain an overview of logged incidents and ensure SLA’s are met and correct prioritisation in line with the Customers business priorities. Provide timely analysis of Incidents and provide responses to Customer requests that have been raised through Service Now or other communication methods. Ensuring processes followed are consistent with the rest of the organisation.Provide monthly SLA reports and present SLA reports at the monthly SLA meeting. Show less

Manchester, England, United Kingdom

Remote performance lead of a team of 20 agents to deliver a contact service on behalf of the NHS Track and Trace: Amber listed travellers and Covid-19 positive cases, by effective daily support, observations, coaching of agents to deliver against KPI’s and ensure compliance to NHS requirements is maintained through auditing.

Manchester Area, United Kingdom

Supporting medical professionals by meeting and greeting patients and supporting the vaccinators in delivering a seamless service from welcoming to centre to observation of patients to leaving.

Manchester, United Kingdom

Provided proactive support to top executives by conducting and delivering training needs analysis for terminal 2 operations. Crafted and compile training activity report in terms of cost, attendance, and quality complying with organisational strategy. Escalated ad-hoc issues and concerns to ORAT team leaders aimed at ensuring seamless workflowDesigned the familiarisation product to support stakeholders within baggage, check-in and special assistance based on training needs analysis… Show more Provided proactive support to top executives by conducting and delivering training needs analysis for terminal 2 operations. Crafted and compile training activity report in terms of cost, attendance, and quality complying with organisational strategy. Escalated ad-hoc issues and concerns to ORAT team leaders aimed at ensuring seamless workflowDesigned the familiarisation product to support stakeholders within baggage, check-in and special assistance based on training needs analysis results.Guided and supported the familiarisation delivery team to deliver familiarisation (FAM) for internal users on the new Terminal building ready for day one of operation. Introduced a electronic monitoring and reporting for training activity in terms of attendance, attendance feedback, cost and quality to the MAN-TP strategy.Testimonial’s ORAT People LeadScott it was an absolute pleasure to have you on my Team! What you delivered in the time you were here was amazing and should be incredibly proud of yourself!Special Assistance Services Manager, Customer Services TeamThank you for all your efforts in getting the special assistance familiarisation set up! It has been a great piece of work and one that will prove invaluable to the ABM team as they start operating in the new terminal.Fire Service & Operations Training ManagerIt was a pleasure working with you on this. I know COVID has introduced other complexities into the mix for but I feel the work you put in has paved the way for a smooth transition for us, thank you. Show less

Manchester, United Kingdom

Innate ability to deliver proactive support to senior management by providing significant information regarding business analysis, product costing, and return on investment activities. Proven track record of managing changing needs of business, coordinating with stakeholders to identify areas for improvement, providing recommendations for service improvement, and implementing improvements for satisfaction of stakeholders. Capable of conducting research on software and hardware products for… Show more Innate ability to deliver proactive support to senior management by providing significant information regarding business analysis, product costing, and return on investment activities. Proven track record of managing changing needs of business, coordinating with stakeholders to identify areas for improvement, providing recommendations for service improvement, and implementing improvements for satisfaction of stakeholders. Capable of conducting research on software and hardware products for justifying recommendations and supporting purchasing efforts.Lead in the creation of a new centralised function, including once established, leading a team of four who provided support to 2200 Cabin Crew across the UK.Refocused approach of promoting consistency across the business area with the implementation of new processes and procedures to instigate change with support from Key stakeholders.Through effective liaison with a variety of internal stakeholders, identified, planned, measured, and reviewed MI on all group people metrics (sickness, reliability etc.) and provide regular reporting with insight and recommendations to Senior Managers to maximise efficiencies.Assisted with monitoring of performance and service across Cabin services to achieve consistency in achieving maximum customer satisfaction. AchievementsCrated and implemented the central support function, including the recruitment of the team, assessment and consolidation of regional processes and the development of new centralised systems and processes to create operational efficiencies within a four-month period. Initiated changed process for providing support to team in working areas, while enabling production working relationship with cabin crew by reducing administration duties by 20%. Aligned cabin crew absence procedures via defined communication templates and unified documentation for minimising lost day to business. Show less

Manchester, United Kingdom

Leadership of four Cabin Base Supervisors, two Cabin Support Administrators and a Cabin Crew community of approximately 600 across a number of regional bases. Supported the Cabin Base Supervisors and Base Administrators ensuring regular 1:1’s held with with clear meaningful agendas and discussion points.Maintain my own visibility at local bases with early and late shifts and provided crew welfare and operationally support. Held the position of departmental lead in the development… Show more Leadership of four Cabin Base Supervisors, two Cabin Support Administrators and a Cabin Crew community of approximately 600 across a number of regional bases. Supported the Cabin Base Supervisors and Base Administrators ensuring regular 1:1’s held with with clear meaningful agendas and discussion points.Maintain my own visibility at local bases with early and late shifts and provided crew welfare and operationally support. Held the position of departmental lead in the development of mandatory procedures and departmental objectives to support and motivate the Cabin Base Supervisors to deliver consistent and effective service delivery across the UK. Established and built rapport with the Cabin Crew Union to be able to negotiate, support and chair meetings to resolve Crew and Union issues to a successful resolution. This included being subject matter expert in Safety and Compliance for Cabin leadership team.Scoped and reviewed new ideas/ways of working that were aligned to the department strategy plan for being cost effective and easy to follow to promote consistency to achieve results for the department. Working closely with HR/Legal to ensure a full understanding of HR policies and relevant employment legislation when completing disciplinary, grievance and appeal hearings in order to ensure they are conducted in-line with Company policy and that any decision made came at a minimal risk to the business.AchievementsDeveloped and implemented a UK wide SharePoint database for the purpose of moving away from paper-based systems, ensuring all ER documentation was stored electronically and GDPR compliant. Introduced change in processes to support the team in ways of working, whilst allowing a more proactive working relationship with Cabin Crew. This included the alignment of Cabin Crew absence procedures through structured communication templates and a centralised documentation helping to reducing lost days to the business. Show less

Manchester Area, United Kingdom

Responsible for the design, development and delivery of innovative and inspiring Safety and Emergency Procedures that meet both mandatory and Company requirements and evaluated training and procedures.To supervise the training team to develop a workforce too understood and willingly accepted individual responsibility for outstanding safety delivery.AchievementsPart of the team in rewriting of safety manual, including new ways of working and ensuring compliance of procedure was… Show more Responsible for the design, development and delivery of innovative and inspiring Safety and Emergency Procedures that meet both mandatory and Company requirements and evaluated training and procedures.To supervise the training team to develop a workforce too understood and willingly accepted individual responsibility for outstanding safety delivery.AchievementsPart of the team in rewriting of safety manual, including new ways of working and ensuring compliance of procedure was met for the authorities.Managed and co-ordinated the delivery of third party training as part of wet lease operations, this included working closely with external stakeholders and being main point of contract whilst overseas with third party. This lead to effect relationship building for start of operations. Show less

Gatwick / Manchester

Gatwick

Cipd Certificate, Level 3 Training Practice

Btec, Hotel And Catering

City And Guilds, Hotel And Catering

General Certificate Of Secondary Education