Richard Nortney
Sutton,UK
Summary
Dynamic professional with expertise in team leadership and conflict resolution. Demonstrates strong interpersonal communication skills, integrity, and accountability. Adept at fostering cross-cultural sensitivity and resolving conflicts effectively. Committed to leveraging these skills to drive organisational success and enhance team performance, service standards and morale.
Overview
23
23
years of professional experience
6025
6025
years of post-secondary education
Work history
Inflight manager
British Airways PLC
London, Heathrow
2020.03 - Current
- Utilising connected teams to improve customer experience when challenges occur
- Managed and mentored up to 22 crew members-aiding their professional development
- Maintained accurate reports about each flight – supporting effective management decisions
- Fostered a harmonious work environment through effective team coordination
- Led team briefings, improved communication and performance to ensure a better customer journey
- Line trainer SEP and SCCM at BA Global Learning Academy delivering new and innovative training
- Exhibited high standards of excellence as a role model
- Conducting insights for crew when requested for personal progression
NHS 111 Call Handler
London Ambulance Service
London, Croydon
2020.04 - 2022.01
- Multi-tasked effectively whilst maintaining a professional demeanour at all times.
- Managed high volume of calls daily for prompt service delivery.
- Showed resilience under pressure, handling challenging situations with composure.
- Prioritised urgent cases for immediate resolution or escalation.
- Adapted quickly to changing procedures or protocols whilst maintaining high performance levels.
- Offered empathetic listening ear to distressed callers, providing reassurances where necessary.
- Cultivated positive working relationships with team members to promote effective collaboration.
- 111 call handler trainer
Customer Service Manager
British Airways PLC
London, Heathrow
2017.07 - 2020.03
- Implemented company policies and procedures within OCG, ensuring compliance with crew.
- Evaluated team performance, identifying strengths and areas for development as measured by KPI and recognition reviews.
- Involved in BA recruitment of new cabin crew
- Customer service, SEP, and SCCM training delivery, coaching, mentoring and facilitating courses to colleagues and peer to peer.
- Championed continuous improvement and growth mindset through positive learning and interactions
- Lead CSM duties liaising with inflight business managers, duty managers, and union reps as required
Mixed Fleet Cabin Crew (Aspire)
British Airways PLC
London, Heathrow
2013.02 - 2017.07
- Completed 12-month Aspire programme, progressing towards Customer Service Manager role.
- Ensured compliance with EASA, British Airways standards, and relevant legislation for safety and security.
- Delivered world-class service excellence according to established service standards and behaviours.
- Fostered effective relationships with colleagues and service partners to promote teamwork and collaboration.
- Assessed crew performance by conducting in-flight assessments and providing constructive feedback.
- Managed aircraft operations as onboard manager for A380/777/787/A320/A319/A321, ensuring timely departures.
- Maintained composure under pressure while handling multiple responsibilities on long-haul and short haul flights resulting in high-quality service.
General Manager
Whitbread Group PLC
Epsom , Surrey
2009.01 - 2013.01
- Oversaw management and duty shifts as required.
- Led and developed team members across restaurant and hotel sectors.
- Increased sales through effective advertising strategies that boosted brand awareness and profits.
- Enhanced customer service to minimise complaints and meet guest response targets.
- Conducted performance management, including one-to-one meetings and personal development for all staff.
- Managed payroll, administration, and training of team members effectively.
- Administered on-site business operations, including preparation of management reports.
- Ensured compliance with health and safety regulations, financial procedures, and government laws.
Property sales negotiator
The Property Centre
Gloucester, UK
2008.01 - 2009.01
- Registered and administered new clients on database, ensuring accurate updates.
- Achieved and exceeded sales targets consistently.
- Resolved customer complaints to enhance service quality.
- Planned and managed diaries to meet deadlines.
- Conducted house viewings, arranged valuations, and collected client feedback.
Holding Manager/ Deputy Manager
Greene King
Various, UK
2006.01 - 2008.01
- Managed business operations in accordance with company guidelines and targets.
- Increased sales turnover through strategic management while reducing costs.
- Controlled business performance via Profit & Loss and Gross Profit reports.
- Oversaw stock and order management for optimal inventory levels.
- Administered personnel management, including interviewing, training, and administration.
- Enhanced customer service to minimise complaints and improve satisfaction.
- Liaised with head office, suppliers, and senior management to ensure alignment.
Police Constable
Gloucestershire Constabulary
Gloucester, Gloucestershire
2003.01 - 2006.01
- Collaborated with social services, prison services, and local support groups to enhance community relations.
- Administered crime reports, statements, and files within strict deadlines.
- Facilitated public relations initiatives to improve community engagement.
- Supported staff development through training and mentoring programmes.
- Handled sensitive information confidentially-respecting privacy rights of individuals involved in cases.
- Achieved resolution of disputes through effective negotiation and mediation techniques.
- Responded to emergency calls for improved public service.
- Upheld law and order through proactive policing strategies.
- Collaborated with local agencies to enhance crime prevention efforts.
- Completed detailed incident reports, providing comprehensive information for follow-up actions.
- Made quick decisions during high-stress situations, minimising danger to the public and fellow officers.
- Fostered public trust by maintaining high ethical standards and transparency.
- Participated in community outreach programmes to foster positive relationships between police and residents.
- Diffused potentially volatile situations by employing proven de-escalation and conflict management techniques.
- Responded quickly to emergency situations, leading calm and effective negotiations with suspects to diffuse highly charged situations.
- Maintained strict confidentiality through careful and correct storage of case documents, in line with internal policies.
- Offered compassionate victim support for minimised distress and upset.
Education
N.V.Q Hospitality Supervision Level 3 - Hospitality Supervision
The Wheatpieces
TewkesburyA/S Level - Business Studies
Tewkesbury School
Tewkesbury, GloucestershireGCSE'S - 10 including Maths, Double Science, English
Tewkesbury School
Tewkesbury, GloucestershireSkills
- Team Leadership
- Interpersonal communication
- Integrity and honesty
- Accountability and responsibility
- Conflict resolution expertise
- Training and development
- Customer service excellence
Timeline
NHS 111 Call Handler
London Ambulance Service
2020.04 - 2022.01
Inflight manager
British Airways PLC
2020.03 - Current
Customer Service Manager
British Airways PLC
2017.07 - 2020.03
Mixed Fleet Cabin Crew (Aspire)
British Airways PLC
2013.02 - 2017.07
General Manager
Whitbread Group PLC
2009.01 - 2013.01
Property sales negotiator
The Property Centre
2008.01 - 2009.01
Holding Manager/ Deputy Manager
Greene King
2006.01 - 2008.01
Police Constable
Gloucestershire Constabulary
2003.01 - 2006.01
N.V.Q Hospitality Supervision Level 3 - Hospitality Supervision
The Wheatpieces
A/S Level - Business Studies
Tewkesbury School
GCSE'S - 10 including Maths, Double Science, English
Tewkesbury School