1. Neil Lilley.
Mobile – 07502 229323. neil.lilley@virginmedia.com.
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Personal Profile:
Persuasive, positive and decisive manager, able to demonstrate achievements through leadership,
solutions and evidence based decision making. Committed to the customer and internal stakeholders,
practical experience in change management within an ongoing operational environment.
2011 to present – Aviation Business Continuity (contracted to Heathrow Airport Limited)
Transition Manager
Achievements.
 Heathrow Terminal Two. Stakeholder management of twenty six airlines, ensuring the ai rline,
their handler and associated business partners were mobilised and prepared to move their
operation into Terminal Two following an agreed launch strategy.
 Delivery of individual support plans that ensured each handler was engaged to deliver
operating plans that confirmed headcount, skills and recruitment plans.
 Leading a delivery team responsible for training, logistic support, operational trials and
budgetary compliance, ensuring there was a concise audit trial of quotes, purchase orders
and invoices.
 Supported Heathrow Airport Limited through the construction of the Terminal Two project,
contributing to scheme design, production design and standard operating processes.
2008 to 2011 – Qatar Airways, London, Heathrow Airport
Airport Services Manager
Objectives
 Represent Qatar Airway`s interests within the wider business community, ensure
relationships and key stakeholders are recognised
 Build and manage a department profit and loss account to ensure operational and capital
expenditure is maintained and delivered within pre agreed parameters, including FTE budget,
overtime and equipment costs.
 Manage a KPI scorecard that delivers an accurate assessment of the Airlines performance,
and the performance of our third party suppliers.
 Develop strategy to provide 5 Star Customer Service and operational resilience.
 Develop internal staff to allow constructive delegation and succession planning.
Achievements
 Performance scorecard delivered year on year improvements in operational delivery and
increased secondary revenue sales.
 Raised effectiveness and awareness of operational team by structured coaching, introducing
allocation and completion of owned projects and individual personal development
 Proposed, recruited and implemented an internal customer service baggage department,
achieved 40% year on year improvement on internal performance, recognised through
decreased costs and increased customer satisfaction.

2. 2006- 2008 – Virgin Atlantic, London, Heathrow Airport (also 1998-2002, below)
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Head of Customer Services
Objectives
 Manage and develop 250 operational staff to deliver Virgin Atlantic`s progressive and unique
approach to Customer Service.
 Achieve internal corporate and local KPIs, ensure compliance and continued improvement
through performance reviews with internal and external stakeholders
 Manage customer service budget to deliver maximum efficiency with allocated resource.
Achievements
 Delivery of Vi rgin Atlantic`s “T3 futures” proj ect, a change management programme
overhauling the operational structure at Heathrow, including consultation with internal working
groups and delivery of progressive working practices.
 Introduced an operational role responsible for improving performance, included consultation
with staff forums, ratification with HR and a planned roll out, resulted in a 55% reduction in
controlled delays.
 Implemented a structured local operating practice to maximise secondary revenue
opportunities, generated 300K in the financial year.
2002-2006 – Heathrow Express Rail Services, Paddington/Heathrow.
Customer Services Manager
Objectives
 Management and recruitment of 150 operational staff.
 Adherence to industry safety regulations via training and service reviews.
 Awareness of BAA internal QSM scores, responsibility to adapt to t rends and changes in
customer behaviour.
Achievements
 Introduction of a secondary rail service into Heathrow, increased services by 50%, managed
via consultation with unions and staff forums.
 Raised the profile of Heathrow Express within the ai rline community via attendance of BAA
forums and airline working groups.
 Introduced a sickness management programme within the business, short term sickness
decreased by 48%.

3. 1998-2002 – Virgin Atlantic, London, Heathrow Airport
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Operational Duty Manager
1989-1998 – British Midland Airways, Heathrow Airport.
Operational Duty Manager/Supervisor/Aircraft Dispatcher/Customer Service Agent.
Education
 A levels English/Geography
 O levels English/Maths/Commerce/History/Geography.
Personal
 Married with two daughters
 Regular visitor to London for sports, contemporary arts and music.
 Jogging and cycling.