Jo Robertson Northam

Jo Robertson Northam - Select Training and Management Consultancy LLC

Jo is a U.K. national with over 15 years of customer service and management experience, incorporating many years as a trainer. She has extensive experience in hospitality and customer service, initially starting out in the airline industry in 2000 with Virgin Atlantic as Senior Cabin Crew. Jo was then headhunted for the position as Head of Cabin Crew for a private airline where she was responsible for designing and developing training for First Class and Business Class Crew in Career Development, Interviewing and VIP Customer Care. In this role, Jo was exposed to the all the problems, processes and overall challenges facing any airline company.

Throughout Jo’s work experience with Virgin Atlantic for eight years, she worked with her colleagues to provide a foundation for the design, implementation and sustainability of improved business practices, and employee and management behaviours. Jo also participated and facilitated the induction and customer care training to airline crew covering aircraft knowledge, service routines, VIP First Class and Business Class Customer Care and Emergency Response.

In 2008, Jo joined the Colwyn Recruitment Group in the UK. In this role she re-designed the development programmes for the company and for their clients in the recruitment industry, working with cross functional teams at all times. The specific workshops that Jo worked on were related to Communication, Induction, Sales, Ethics, Problem Solving and Decision Making, training the HR team on how to conduct HR Investigations and Process Improvement and Simplification. In 2009, she returned to the airline industry as an In-flight Manager, managing and developing instructors for VIP Customer Service, Teambuilding, Recruitment, Planning and Organising and Handling Change.

All of Jo’s roles have allowed her to gain more exposure with multi-cultural organisations. With her clients comprising of national airlines, one private jet carrier and an international recruitment company, she is certainly qualified and experienced. Her main areas involved developing service to fit clients’ brands, as well as designing, developing and delivering training programs for managers and employees.

With a unique skill-set comprising of analytical, organisational and cultural insights, Jo is able to quickly identify performance issues and recommend solutions that achieve the desired results. She provides a foundation for the design, implementation and sustainability of improved business practices, employee and management behaviours. She supports these improvements by working closely with her clients to align and engage their people in cutting edge communications, training and coaching; areas that Jo enjoys training the most.

She provides an integrated, stimulating training arena that enhances individual learning styles; her objectives are to make the training enjoyable while addressing learning styles and communication barriers, making her a valuable trainer within the culturally diverse environment of the UAE.

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