In 2012 Linda Moir led the front of house Event Services team at the London Olympic and Paralympic Games where 15,000 volunteer game makers hosted 9 million spectators, disproving the myth that the British ‘don’t do service’.
During her five years at Virgin Atlantic, Linda oversaw significant business growth whilst consistently driving the Virgin Atlantic customer service promise of ‘Brilliant Basics, Magic Touches’ She revised the recruitment, training, promotion and performance management of 5,000 Cabin Crew that led to the highest recorded customer satisfaction scores.
Before joining Virgin she was HR Director for National Air Traffic Services during the period of transition from public to private ownership. She started her career at British Airways and was involved in the organisation’s transformation to a customer-led business.
Linda demonstrates how the connection between high levels of staff engagement leads to increased customer satisfaction and business success. Using the example of the 15,000 unpaid ‘games-makers’, she shows, even in the public sector, customer service is a key area that can often be overlooked.
Linda uses her experiences from London 2012 and Virgin Atlantic as a backdrop for her presentations. She draws clear parallels for senior audiences who want to develop in a customer-centric organisation.