Meet The Team

I started straight out of school as an apprentice for a tour operator as an administrator for two years, which was a great grounding, those were the days of paper files and manual tickets. From there, I joined British Airways at Birmingham Airport as a Customer Service Agent, I loved my time at the airport, meeting so many different customers in such a bustling environment. I then started Training their new recruits on all aspects of the role, which was really rewarding

British Airways unfortunately pulled out of Birmingham Airport, we were offered Cabin Crew roles, but as I’m not a great flyer, I knew this wasn’t the role for me

I joined TUI and spent ten fantastic years there, in a range of roles. I started writing the training for our apprenticeship programme, giving them the knowledge to be successful in their role. I then moved on the be the Training Consultant for the Midlands region, where I created and delivered a range of sessions to our retail network from train the trainer to HR. I was then the Virtual Call Centre Field Sales Manager, where I managed and developed a team of thirty-eight homeworkers to deliver on our service and sales KPI’s, which took me all over the UK

Followed by my final and absolute favourite role, as Retail Transformation Manager.

I was responsible for the creation, management and delivery of TUI service measurement programme across the entire retail estate. This gave us insight into our strengths and areas of opportunity. On top of this I looked after our customers instore experience, which consisted of the redesign on our existing retail stores and the design of any new stores. Aswell as the development and launch of TUI’s instore cruise and wedding event proposition, so it was a really fun and varied role

Unfortunately, our Coventry office closed as was relocated to Luton, so I took redundancy.

I saw the opportunity of a travel insurance company that wanted to set up its own call centre travel agency from scratch. Here I was Sales/Customer Support Operations manager, I supported on the creation, set up and roll out of the travel agency. I did that role for a year, but our vision and values weren’t aligned so I left

I then interviewed for my current role to create a franchise model from scratch. Over nine years later, I’m still loving the business that as a team we constantly develop for the greater good of our franchisees