Stephen Ritchie Email and Phone Number
A motivated and accomplished professional with 24 years’ training, leadership and operational experience in the aviation and corporate facilities industries. Customer centric and focused people’s person who specialises in delivering the highest of standards within regulatory, safety and security and customer service excellence training. An experienced manager who can confidently lead by example and motivate a team to ensure the best performance is achieved by either the individual or a cohesive team. Engaged and passionate about personal development, with the ability to strike the balance between effective coaching and inspiration whilst managing poor performance with an assertive and supportive approach. A skilled communicator who interacts on many levels, experienced in dealing with mediation, negotiation, diversity and inclusion and a proven advocate of an open just culture. Empowered to aspire team members to be motivated, engaged and demonstrate personal resilience within the customer journey. Passionate in delivering end to end exceptional customer service ensuring the customers journey is problem free resulting in positive outcomes. Education, Qualifications and Professional Memberships:• Over Thirteen years of Safety Emergency Procedures, Dangerous goods and Security Trainer.• DFT National Aviation Security Programme Trainer- CAA/CIN (2002-2014) • Pristine Condition Health & Safety (passing of the principles skills trainer, 2001- Present day)• CRB checked as per UK regulations.• NLP practitioner course attended and passed October 2016 - The brain people. • People’s 1st WorldHost Principles of Customer Service trainer.• Duradiamond National Aviation Automated External Defibrillation Certified Trainer. • Duradiamond Healthcare Aviation Immediate Care & Advanced Life Support Certified Trainer. • Microsoft PowerPoint Intermediate Course - 2016 • Microsoft Excel course - 2016 • British Airways Senior leadership programme - 2017 • Higher certificate in wine service - Winerite Leeds.• 7071/2 food and beverage service Thomas Danby College Leeds.• ACAS - Disciplinary & Grievance Procedures. • Bradford Factor attendance & performance training.
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Operational Regional TrainerCare & Custody, A Mitie CompanySalford, Gb -
Operational Regional TrainerCare & Custody, A Mitie Company Aug 2023 - PresentManchester Area, United Kingdom -
Help Desk ManagerMitie Jan 2022 - PresentManchester, England, United Kingdom
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Customer Service ManagerBritish Airways Apr 2017 - Jan 2022London, England, United KingdomKey Responsibilities:• I am dedicated, resilient and I have unwavering commitment to exceptional service. I embrace change, and I can demonstrate adaptability, and enthusiasm at all times. • Fostering a culture of high performance, which enables me to develop my personal, and professional skills at the same time as developing my team member on a day-to-day basis. • Managing poor performance through a fair and correct process; always ensuring the welfare of my teams is in the forefront of my mind. • Ensuring that our customers receive an exceptional care by my team understanding that as ambassadors of a truly iconic British Brand, our Cabin Crew instinctively know what the customer needs, and encourage them to achieve this where possible. • Problem solving and solution finding is key in my role, often thinking outside of the box and encouraging people to make individual decisions as long as it’s within safety and service recovery guidelines. • Initial and promotional training maintaining the standard required for our future talent.• I actively manage & support the transfer of knowledge from training to the line operation. • Coaching and developing my team members on our ASPIRE programme, setting SMART objectives and managing these through the process. • Giving constructive and candid feedback to our service providers to maintain a consistent high level of service and constantly improving the brand, to benefit the customer. • Completion of on-board assessments on all levels of crew ensuring effective transfer of knowledge is demonstrated and maintained. -
Learning And Development AdvisorMitie Nov 2014 - Mar 2017Manchester, England, United Kingdom• Managing the development of over two hundred team members of all levels from front of house team members and all level of management within the North West and Scotland areas. • Transform learning and development via coaching and training to enable team members to reach their optimum potential, in order to meet and exceed customer standards. • Create, design and deliver interactive courses from induction up to senior leadership level, and ensure the subject matter has landed. • Collate feedback from all training to ensure continuous development and brand growth. • Identifying internal talent to ensure personal growth, by using succession planning pathway. • Assist on-line managers provide SMART objectives and performance improvement plans to assist with team development. • Identify shortfalls and conduct Training Needs Analysis. • Deliver up to twenty different courses ranging from: Aspects of interviewing techniques; managing change, and all other aspects to improve the customers experience from end to end. • Maintain an inclusive workforce, by training on equality and diversity within an induction programme, which included external consultative training to different parts of Mitie.
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Cabin Crew Manager And TrainerMonarch Airlines Feb 1995 - Oct 2014Manchester, England, United Kingdom• Cabin Crew Instructor who delivers a variety of internal courses that are of a high standard in Safety & Emergency procedures, Immediate Care and Dangerous goods. • Lead assessment centre days to recruit potential candidates within our competence-based programme. • Operational Line checks on the Cabin crew & Cabin managers, responsible to ensure compliance and regulatory procedures were adhered to.• Effective directional and motivational training by developing and coaching individuals to achieve their optimum potential.• Invigilating mandatory exams within a classroom environment, including maintenance, administration & security of all of examinations and documentation. • After taking the ‘world host’ course in principles of customer care, I assisted Monarch Airlines in rolling out this methodology to all our cabin crew. This enabled Monarch to be the first accredited airline to have all their workers fully trained to deliver excellent on-board customer care with a significant increase in customer satisfactory and a real reduction in customer complaints. • I can identify and facilitate business-streamlining processes with the aim of achieving business savings. • Hajj secondment/ out station Safety & Security training delivered to Garuda Cabin Crew for Wet leased contract - 2008 • Compliance auditing completed on Garuda senior cabin crew, to certify operational procedures enforced• Hajj secondment / out station Safety & training delivered to Egypt Air Cabin Crew for Wet leased contract - 2010 • Compliance auditing completed on Egypt Air senior cabin crew to certify operational procedures enforced. • Base manager Malaga base- enforcing on time performance, build client relationships & team management - 2006.
Frequently Asked Questions about Stephen Ritchie
What company does Stephen Ritchie work for?
Stephen Ritchie works for Care & Custody, A Mitie Company
What is Stephen Ritchie's role at the current company?
Stephen Ritchie's current role is Operational regional trainer.
Who are Stephen Ritchie's colleagues?
Stephen Ritchie's colleagues are Rob Fernandes, Tracy Coote, Stacey Grant, Paul Morey, Denise Harris, Joseph Ferguson, Michelle Harrison.
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