Helen Dormon-Chambers

A highly organised and safety-focused professional with extensive experience in critical incident management and operational leadership. Possesses a proven ability to develop and implement robust emergency plans, liaise effectively with emergency services and stakeholders, and drive organisational resilience. Adept at chairing planning meetings and ensuring operational safety excellence, with a strong background in airport operations.

Eager to contribute expertise to London Luton Airport Operations Limited in an Aviation Emergency Planning Lead role.

Duty Village Manager – Operational - Center Parcs UK - Millbrook

(2016-04)

• Directed daily operations across the village, ensuring seamless functionality across all departments.
• Formulated and enforced policies to uphold exceptional standards of customer care.
• Analyzed guest feedback to drive and implement targeted service enhancements.
• Managed critical incidents with proficiency, prioritizing guest and colleague safety.
• Orchestrated staff training and development initiatives to elevate team performance and service delivery.
• Served as the primary point of escalation for communication with Forest House, external bodies, and emergency services.
• Conducted detailed investigations and analyses for the Senior Team.
• Oversaw comprehensive debriefings of major incidents with Senior Management, ensuring all subsequent actions were completed.
• Continuously assessed the guest experience from both front-of-house and back-of-house perspectives.

Head of Department Guest Services - Center Parcs UK - Woburn

(2014-01 - 2016-04)

• Supervised a team of 38 Guest Services Shift Managers, Guest Services colleagues, Train Hosts, and Drivers.
• Monitored guest feedback and implemented strategic improvements based on gathered insights.
• Optimised the guest journey from village arrival through to departure.
• Managed training programs and conducted operational audits.
• Controlled all compensation expenditures, ensuring adherence to established guidelines.
• Provided expert advice and guidance to other business areas as required.
• Resolved escalated issues across all facets of the guest experience in a timely and professional manner during guest stays.
• Managed staffing allocations throughout the year to guarantee consistent departmental operational capacity.
• Undertook Duty Village Manager shifts bi-weekly in addition to primary role responsibilities.

Referencing Team Manager / Office Manager / Back Ground Screening Manager - Verifile Ltd - Bedford

(2012 - 2014)

• Managed a team of 20 HR Interviewers/Researchers responsible for obtaining candidate references for client hiring processes.
• Ensured background screening processes complied with and operated under data protection regulations.
• Maintained Service Level Agreement (SLA) targets and managed escalations through established procedures.
• Conducted staff performance management, appraisals, and recruitment.
• Oversaw the maintenance of the Verifile building and managed supplier relations.
• Reported directly to the Managing Director on departmental performance and operations.

Leisure Travel Team Leader - TUI UK & Ireland - Luton

(2011 - 2012)

• Directed the daily operations of the Leisure Travel Department, serving over 20,000 staff annually.
• Ensured all departmental calls were answered within the specified Service Level Agreement.
• Managed staffing levels and resource allocation to meet seasonal demands throughout the holiday year.
• Served as the first point of contact for departmental escalations and managed travel arrangements for Director-level personnel.
• Led a team of 20 staff members.
• Executed performance management, conducted appraisals, and oversaw staff training.

After Travel Customer Support Advisor - TUI UK & Ireland - Luton

(2009 - 2011)

• Addressed customer inquiries and complaints received after travel completion.
• Investigated customer issues in collaboration with Overseas Colleagues and Hoteliers.
• Awarded compensation for services that failed to meet customer expectations.
• Implemented and delivered training on Compensation Guidelines to approximately 80 After Travel Customer Support Advisors.
• Undertook business travel to overseas resorts and hotels to investigate specific concerns.

Baggage Facilities Agent - Servisair - Luton

(2006 - 2009)

• Assisted passengers experiencing issues with missing or damaged luggage.
• Utilised the WorldTracer System to log relevant details and facilitate the tracing, location, and return of missing property.
• Assessed luggage for damage and arranged replacements where appropriate.
• Met arriving flights to ensure passengers' safe onward transition.
• Contributed to the training of new staff members.

Principle and owner - DC Academy of Dance - Clophill

(2002 - 2009)

• Instructed Ballet, Modern, and Tap dance to students aged 3 to 16 years.

Chairperson - Chimney Tots Preschool - Marston Moretaine

(2007 - 2008)

• Led the volunteer management committee, serving as the primary liaison between staff and parents.
• Held legal and governance responsibility for the preschool setting as a registered charity.

Baggage Facilities and Claims Officer - Monarch Airlines - Luton

(1997 - 2002)

• Collaborated within the Airport Services division as part of a four-person team.
• Managed the tracing of missing luggage using the WorldTracer System, ensuring its safe return to owners.
• Arranged customs clearance processes in various international locations.
• Liaised with passengers to process claims in accordance with the Warsaw Convention/Hague Protocol, strictly adhering to company guidelines and procedures.
• Verified that all claims were settled appropriately by Loss Adjusters.
• Supported the processing of personal injury claims against the airline, including negotiations for damaged clothing and personal effects.

Duty Travel Clerk - Monarch Airlines - Luton

(1992 - 1997)

• Scheduled internal and international flights for crew, ensuring complete aircraft staffing.
• Managed the booking of all staff vacations using the Cosmos and AVRO computerized booking systems.
• Served as the point of contact for tour operators, addressing all queries related to staff travel.

GCSE - Maths, English and Business Studies - Redbourne Upper School (1988 - 1992)

NVQ Level 1 + 2 - Business Administration - Barnfield College (1992 - 1994)

RSA Grade 1 + 2 - Typing - Barnfield College (1992 - 1994)