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Daniel Edwards

Customer Service Manager @ British Airways

Commercial Customer Service Manager at Heathrow Express

London, Greater London, United Kingdom

Ranked #1,093 out of 21,860 for Customer Service Manager in United States

Section title

Daniel Edwards's Email Addresses & Phone Numbers

Daniel Edwards's Work Experience

British Airways

Customer Service Manager

January 2011 to Present

Flybe

Training Academy Sales Team (Customer Service) / Senior Instructor

February 2007 to January 2011

Flybe

Senior Cabin Crew (Purser)

June 2005 to February 2007

Daniel Edwards's Education

Exeter College

NVQ L3 Preparing to Teach in the Lifelong Learning Sector (PTLLS)

2010 to 2010

Exeter College

NVQ L3 A1 - Assessing Candidates using a Variety of Methods

2008 to 2009

Weston College

BTEC Performing Arts

1999 to 2001

Daniel Edwards's Professional Skills Radar Chart

Based on our findings, Daniel Edwards is ...

Loves life
Talkative
Planners

What's on Daniel Edwards's mind?

Based on our findings, Daniel Edwards is ...

52% Left Brained
48% Right Brained

Daniel Edwards's Estimated Salary Range

About Daniel Edwards's Current Company

British Airways

• Responsible for the delivery of the cabin service and accountable to the Captain for safety and security to ensure operational safety, security and health and safety. • Being operationally focused and working with all relevant parties to ensure on time departure and ready to go targets in line with operational policy. • Lead, manage, inspire and...

Frequently Asked Questions about Daniel Edwards

What company does Daniel Edwards work for?

Daniel Edwards works for British Airways


What is Daniel Edwards's role at British Airways?

Daniel Edwards is Customer Service Manager


What is Daniel Edwards's personal email address?

Daniel Edwards's personal email address is d****[email protected]


What is Daniel Edwards's business email address?

Daniel Edwards's business email addresses are not available


What is Daniel Edwards's Phone Number?

Daniel Edwards's phone +44 ** **** *190


What industry does Daniel Edwards work in?

Daniel Edwards works in the Transportation/Trucking/Railroad industry.


About Daniel Edwards

📖 Summary

A confident, positive and motivated team player, and a dynamic, engaging manager, with exceptionally high standards of customer care and experience of working in customer and target focused environments. Creative and innovative, yet proactive and logical, I aim to inspire and motivate others by leading by example and being an excellent role model. Specialties: Air cabin crew training, customer service training, embedding of qualifications, sales techniques training, middle management trainingCustomer Service Manager @ • Responsible for the delivery of the cabin service and accountable to the Captain for safety and security to ensure operational safety, security and health and safety. • Being operationally focused and working with all relevant parties to ensure on time departure and ready to go targets in line with operational policy. • Lead, manage, inspire and motivate a team of cabin crew to deliver a consistent in-flight customer service experience, productivity, cost performance and be accountable for onboard service recovery and any associated follow up. • Build and own relationships with a team, working flexibly both in the air and on the ground, supporting and leading initiatives such as training, engagement and recruitment. • Undertake recruitment training and take part in recruitment events for internal and external candidates including application screening, group exercises, role plays and 2:1 interviews. • Engage with VIPs and commercially important customers to ensure continued commitment to the BA brand. • Deliver training programs in order to support the customer proposition. • Accountable for delivery of objectives set by the business and a personal development plan in line with the corporate performance management framework, seeking to improve through continuous feedback. • Proactively explore opportunities to enhance/increase BA business through engagement with service partners and internal departments. Proactively seek opportunities to work cross-departmentally and with other areas of the business. • Contribute to meeting team/departmental financial and productivity targets. • Ensure compliance with all corporate policies and processes, procedures and relevant legislation, including Dignity at Work. From January 2011 to Present (5 years) Training Academy Sales Team (Customer Service) / Senior Instructor @ - Developing, selling and delivering the Flybe Training Academy portfolio of customer service courses to third party customers. - Assuming the role of Deputy Training Manager & Quality Assurance Coordinator and representing the department at executive level. - Developing a company induction programme, customer service training programme, and health and safety training programme delivered cross company and to third parties. - Equality, Diversity & Safeguarding champion. - Implementing fully the agenda to create a sales culture amongst employees, by developing and delivering sales specific training in order to increase onboard revenue. - Development and delivery of bespoke training courses for non-aviation customers. - To be involved in the training and development of courses for 3rd Party customers from around the world (Gulf Air, BA CityFlyer, Virgin Nigeria, Olympic Air). - Selling training provision to industry customers with a focus on generating ancillary revenue. - Designing and delivering soft skills training to middle management level, including Train the Trainer. - Responsible for the quality assurance, assessment and verification of NVQ2 Aviation Operations in the Air - Cabin Crew. - Responsible for mapping training courses to qualification standards and developing course materials as required. - Responsible for all HR issues relating to new entrant employees including discipline, line managing, appraising, development, coaching and TU/training relationships. Providing feedback on performance to relevant line managers. - Responsible for the classroom training of new entrant, and current, cabin crew in all areas of Safety & Emergency Procedures, First Aid, Service and Service Style. - To write and implement new training courses and update historic training materials as required, to ensure legislative compliance. - Fully proficient in the MS Office Suite From February 2007 to January 2011 (4 years) Senior Cabin Crew (Purser) @ - Responsible for safety, security and comfort on board regional airline. - Working as part of a small team to provide sensational customer service and to ensure customers perceive the brand as 'best-in-class'. - Motivating other crewmembers in order to achieve on-board sales targets and revenue responsibilities. - Coaching & developing the performance and skills of other crew members and managing their performance on a daily basis. From June 2005 to February 2007 (1 year 9 months) Sales Manager Designate @ - Managing a busy ladies accessories department including budgets, HR queries, payroll, rotas, timesheets, and promotions. - Ensuring sales targets are hit on a daily/weekly/monthly basis. - Assuming Duty Manager position in absence of senior management team. - Driving the business forward using my initiative and skills to achieve performance related targets & KPI's. From October 2004 to May 2005 (8 months) Chief Host @ - Resident compere in premier entertainment venue accommodating 2000 people. - Compiling a varied entertainment package to suit holidaymakers of all ages. - Assisting in the management of an entertainment budget in excess of £1 million. - Line supervisor & direct report for 16 bluecoat entertainers. From December 2001 to October 2004 (2 years 11 months) NVQ L3, Preparing to Teach in the Lifelong Learning Sector (PTLLS) @ Exeter College From 2010 to 2010 NVQ L3, A1 - Assessing Candidates using a Variety of Methods @ Exeter College From 2008 to 2009 BTEC, Performing Arts @ Weston College From 1999 to 2001 GCSE @ Priory Community School From 1994 to 1999 Daniel Edwards is skilled in: Customer Service Training, Training, Performance Management, Sales, Airlines, Aviation, Coaching, Leadership Development, Customer Service, Teamwork, Training Delivery, Change Management, Operations Management, Team Leadership, Tourism


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In a nutshell

Daniel Edwards's Personality Type

Extraversion (E), Sensing (S), Feeling (F), Judging (J)

Average Tenure

2 year(s), 10 month(s)

Daniel Edwards's Willingness to Change Jobs

Unlikely

Likely

Open to opportunity?

There's 88% chance that Daniel Edwards is seeking for new opportunities

Daniel Edwards's Social Media Links

www.ba.com
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