Tim Capon

• Duty Manage a team of 250 plus colleagues and concierge teams across Heathrow Terminal 5.
• Organise, schedule and deliver support for Passengers with reduced mobility, or disability needs through the Airport and on and off flights.
• Liaising with Airlines, Security, Immigration, Police and Emergency services, to ensure passengers are supported and any incidents are properly escalated, supported and recorded in a timely manner.
• Planning and implementing services, using live data feeds to ensure we have the right level of staffing in the right places through out the shift and ensuring passengers are supported on their journeys in an organised and timely manner and within Company and Heathrow SLA expectations.
• Performance managing teams to ensure high levels of customer service are maintained. As well as sickness, absence and disciplinary investigations are completed
• Investigating and reporting any incidents, such as missed flights, security breaches, medical emergencies, SLA and ECAC breaches and ensuring a complete record of incidents are recorded and escalated to the relevant airport stakeholders.

Operational Duty Manager of all admissions ticketing operations across Buckingham Palace.

• Managed Ticketing and Merchandise, gift aid and Email subscription operations over three sites in Buckingham Palace, these included the Buckingham Palace State Rooms, Summer Opening from July to September with a daily footfall of 9000 people. As well as The operations of the Royal Mews and The Queens Picture Gallery which are open all year round.

• Wrote and delivered the ticketing and customer service training to 60 Summer Staff recruited for the Buckingham Palace Summer opening, emphasising the high standards that must be maintained given they are representing H.M the King.

• Managed a team of five team leaders and 60 staff. Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.

• Initiated inventory control measures to manage and replenish stock, maintain costs and meet customer demands.

• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

• Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.

• Addressed customer issues calmly and professionally, delivering quick, successful resolutions.

• Duty Managed The Royal Collection Trusts call centre team, selling tickets to all Royal Venues and merchandise over the phone and online, answering customer enquiries and dealing with customer issues and complaints.

• Worked along side Buckingham Palace visitor service team, retail team, Police and security team to deliver a seamless customer service experience.

• Manage a Customer Service Team of 40
• Duty Manage a team of 70
• Responsible for recruitment, induction training, coaching and development, performance and sickness management, disciplinary processes, monthly 121's, daily rosters and holiday planning. Cash office and all money processes, as well as commercial team, security team, and cleaning team.
• Duty manage store, responsible for store standards and presentation, management of all teams, customer safety, logging faults and repairs, store first aid, point of contact for all outside agencies including police, and contractors
• Manage all store promotions and advertising, and legal compliance

• Terminal Duty Manager responsible for the staffing, service levels and infrastructure of all stores and teams on a shift basis.
• Positions Held: Replenishment Team Manager 2013-2014, Customer Service Manager 2014-2020.
• Managed and led teams in all Heathrow Airport Terminals. with a customer footfall of around 30,000 a day and a daily turnover of around £600,000, and a yearly turnover of 30 to 40 million pounds
• Managed all Customer Service, Replenishment, and Liquor Teams, Agency staff and Brand ambassadors in multi site retail stores.
• Recruited, coached and trained shop floor teams to deliver bespoke world class customer service, including personal shoppers and concierge services.
• Supervised brand promotions and key activities in our promotional areas, including tasting bars, front of store and fragrance promotional sites.
• Line managed a customer service team of 40 and duty/service managed a customer service team which averaged 400 over seven retail areas.
• Coached and developed teams to deliver company budgets and KPIs, through daily/hourly briefings, continual feed back and target setting and monthly 121's.
• Ensured teams maintained shop floor standards, merchandising and ticketing standards in line with company policy.
• Managed and supervised stock deliveries, returns, stock checks, stock rotation and stock loss processes, supervised stock loss teams.
• Cash handling and end of day banking, opening and closing of Terminal stores.
• Managed security protocols in line with BAA and DFT requirements.
• Direct line manager of 40 Staff, Duty manager of 400 plus staff.
• Responsible for staff roster, and performance management, sickness management, and disciplinary processes

• Sales Manager Terminal 5, 2008-2011 Stock Room Manager Terminal 3, 2011-2013.
• Managed large sales and stock room teams over multi site environments.
• Set and briefed all Store KPI's and Budgets
• Manage cash and stock loss processes
• Supervised and sense check Planogram, Point of sale and pricing standards.
• Review stock levels and ensure daily reordering in line with sales.
• Ensure customer service is at the heart of everything we do, and resolve customer complaints.
• Coach and develop staff through training programs, one to ones and performance management, Advertise, select and recruit staff
• Investigate and conduct disciplinary processes in line with company performance management policies

• Recruited and managed a team of 15 staff in a busy High Street environment
• Responsible for all aspects of a retail business.

• Duty/Assistant Manager.
• All duties associated with managing a high street store
• Organise Author talks and signings to audiences of 200 every week to ten days.
• Organise and staff and events for the twice yearly Windsor Festival.

Field Archaeologist, working on a variety of Archaeological sites through out the South of England.

• Subcontractor to Higgs and Hill Construction on the Windsor Castle Fire Restoration Project.

• Archaeological Site Supervisor on the Windsor Castle Fire Restoration Project

• Field Archaeologist, excavating and recording archaeological evidence in the Round Tower at Windsor Castle.