The Security Team Manager (also known as Front Line Leader) is a critical role providing leadership and management across the operation of the world’s most efficient single runway airport and the second largest in the UK operation. As an inspirational leader, I am responsible for enabling teams of operational employees to deliver exceptionally high level of service that promotes the Gatwick Brand and ensures that the customer experience (both internal & external) is second to none in a challenging, yet fun environment. I set clear goals and expectations for each individuals in the team, by coaching and providing consistent feedback. I also ensure the fair and consistent application of all Gatwick people policies and processes. I also communicate and support the team through periods of change as well as demonstrating and leading a health and safety based culture within the team.

Responsible for the day to day running of Gatwick Station in accordance with the Network Rail Station Services Contract, including:• Ensured the welfare and safety of staff and customers, that all activities are carried out in accordance with Network Rail rules and company standards and regulations,• Responsible for the highest operational and customer service standards to meet agreed specification,• Safety Critical competent – ability to dispatch train.

• Designed & developed a new internet website, http://www.espace-ocean.com ,• Ensured it was in top position in search engines for maximum visibility at a low cost, • Established strong, efficient & useful partnerships both in France and UK, • Developed the internet business,• Created an advertisement campaign in UK and dealt with english speaker

• Assured a smooth and effective opening of a brand new International train station: Ebbsfleet International (Kent), • Managed the safe and efficient deployment of facilities, systems and equipment to meet corporate, commercial, quality and safety standards, • Responsible for the management of all operational team within Ebbsfleet International (staff & contractors), • Liased with the contractors and the owner of the building (Network Rail) and resolved any issue that could arise,• Safety Critical competent – ability to dispatch train.

• Managed Eurostar Paris gare du nord on a shift basis, including all aspects of the Terminal Operation, ensuring safe and efficient working conditions, compliant with departmental, company and industry standards,• Worked to business and people plan for the operation of the Terminal, includingall aspects of customer handling and revenue collection. Reacted to event and adjust plan as necessary,• Ensured that all staff followed working procedures for the Terminal and that trains were despatched on time and correctly loaded,• Ensured human resources and equipment were used efficiently to ensure that the business specification was met, in terms of service to the customer, quality and safety; and ensured that the staff was well motivated and working to their potential. To include disciplinary issues, performance management and staff welfare,• Maximised revenue opportunities by using the knowledge of the Eurostar yield management system,• Managed the safe and efficient deployment of facilities, systems and equipment to meet corporate, commercial, quality and safety standards.

• Responsible for the indirect line-management of all operational teams within Waterloo International, including the security screening team,• Key role in driving the teams to deliver exemplary customer service that was commensurate with high quality international passenger service,• Sole responsibility for the deployment of staff effectively throughout the operation to meet the needs of the business and to best utilise their skills and strengths,• The role also required active involvement in direct coaching, training and recruitment of all Team Members and alongside this, the responsibility in addressing any issues of poor performance when necessary,• Responsible for resolving passenger disputes across the Terminal as well as playing a lead role in the implementation of service recovery procedures during times of disruption,• Member of the Terminal Control backup team (Permanent equivalence in Paris).

• Greeting customers, resolving issues and dealing with complaints,• Sales of eurostar tickets and ancillary products.