Joseph Westhead
Manchester,Urmston
Summary
Dynamic and results-driven professional with extensive experience as an Independent Travel Agent and Events and Marketing Executive. Demonstrates exceptional skills in customer service, travel coordination, and client relations, consistently delivering tailored travel packages and managing successful events. Adept at leveraging social media to enhance brand visibility and engagement, while maintaining strong stakeholder communication. Proven track record in crisis resolution and problem-solving, ensuring seamless operations in high-pressure environments. Committed to achieving excellence in service delivery and fostering long-term client relationships.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Independent Travel Agent
West One Travel
Manchester
06.2026 - Current
- Managed bookings for flights, hotels, and excursions, securing competitive rates and confirming reservations accurately.
- Balanced customer requirements and budgets against travel goals and industry trends to create optimal packages.
- Planned and coordinated all travel for clients based on budgets, departure times and travel needs.
- Designed customised travel packages tailored to client preferences, maximising satisfaction and value.
- Printed tickets, passes and brochures for customers and explained terms of each.
- Resolved booking issues and complaints efficiently, minimising inconvenience and maintaining client trust in the agency.
- Managed complex travel bookings, including multi-destination trips and special access arrangements, with meticulous attention to detail.
- Leveraged social media platforms to share travel tips and destination highlights, enhancing online presence and attracting new clients.
- Advised clients on travel documentation requirements, including visas and passports, for seamless international travel.
- Educated customers about visas and documents required for specific travel destinations.
- Maintained up-to-date knowledge of travel advisories, visa requirements, and health guidelines to inform clients accurately.
- Informed clients regarding travel costs and collected deposits and balance to serve as payment for services.
Events and Marketing Executive
Glass Times
Manchester
02.2023 - Current
- Managed small and large events, conferences, and seminars scheduling and coordination.
- Managed crisis situations, resolving unexpected issues quickly to minimise disruption.
- Managed event logistics end-to-end, covering venue selection through transportation planning.
- Developed and maintained key stakeholder relationships, including sponsors, vendors, and clients.
- Managed multiple social media accounts across platforms such as Facebook, Twitter, and Instagram, increasing brand visibility and engagement.
- Responded promptly to comments and messages on social media platforms, fostering a positive community and enhancing customer service.
- Analysed social media metrics to evaluate performance, identify trends, and inform future content strategies for improved results.
- Created and curated engaging content, including images, videos, and blog posts, to drive interactions and increase followers.
Customer Service Agent
CAVU
Manchester
02.2026 - 08.2026
- Resolved customer queries over phone and by email.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Developed customer service guidelines and procedures, standardising response times and quality of service across the team.
Passenger Service Agent/Team Leader Workplace Uni
Menzies Aviation
Manchester
08.2023 - 06.2024
- Collaborated with team members to coordinate activities toward target results.
- Managed customer complaints using calm, clear communication and structured problem-solving.
- Achieved service time and quality targets through consistent operational performance.
- Engaged with customers to identify needs and deliver high-quality service.
- Identified issues, analyzed information, and developed problem-solving solutions.
- Handled customer concerns using active listening and clear issue resolution.
- Developed team communications and meeting information, clarifying agendas and key updates.
- Organised and led meetings with union members to discuss workplace issues, updates, and strategies.
- Actively participated in union conferences and workshops, representing member interests and gaining insights into broader labour movements.
- Analysed employment contracts and policies to ensure compliance with legal standards and best practices.
Passenger Service Agent
Swissport
Manchester
10.2021 - 04.2023
- Checked-in passengers for departure, accepted bags and shared important requirements.
- Handled baggage check-in processes, including weighing, labelling, and ensuring safe transfer to aircraft, adhering to airline regulations.
- Met and greeted arriving, departing and transferring passengers and communicated relevant updates.
- Collected baggage charges and accepted baggage for check-in.
- Verified carry-on baggage, enforcing restrictions related to size and number of allowable parcels.
- Greeted passengers and provided boarding instructions.
- Checked boarding passes against reservations and flight records to verify accuracy.
- Conducted pre-boarding announcements and coordinated with cabin crew to prepare for on-time departures.
- Printed tickets, passes and brochures for customers and explained terms of each.
- Managed gate, ramp and cabin services for each flight.
- Responded to flight delays and cancellations by rebooking passengers and providing compensation services in line with airline policies.
Education
Higher National Diploma - Level 5 Event Management
Event Crowd
Remote2024
B-TEC - Cabin Crew
Trafford College
Manchester2021
GCSEs - GCSE
UTC@MediaCityUK
Salford2019
Skills
- Customer service
- Travel coordination
- Sales techniques
- Client relations
- Problem solving
- Reservation systems
- Itinerary planning
- Client relationship management
- Crisis resolution
- Stakeholder communication
- Shift operations management
- Incident reporting
- Customer relations
- Service recovery
- Team leadership
- Decision making
- Stock management
- Staff motivation
- Cash handling
- Customer orientation
- Office and administrative tasks
- Training and Development
- Leadership aptitude
- Leadership excellence
- KPI management and goal setting
Certification
- Alcohol Licence
Timeline
Independent Travel Agent
West One Travel
06.2026 - Current
Customer Service Agent
CAVU
02.2026 - 08.2026
Passenger Service Agent/Team Leader Workplace Uni
Menzies Aviation
08.2023 - 06.2024
Events and Marketing Executive
Glass Times
02.2023 - Current
Passenger Service Agent
Swissport
10.2021 - 04.2023
Higher National Diploma - Level 5 Event Management
Event Crowd
B-TEC - Cabin Crew
Trafford College
GCSEs - GCSE
UTC@MediaCityUK