Wayne Saunders Email & Phone Number

Bracknell, Gb

United Kingdom

Feltham, England, United Kingdom

Heathrow Airport T5

Heathrow Airport

Heathrow Airport

Gatwick Airport

The Gatwick PRM Team provide assistance to customers with both visible and invisible disabilities arriving and departing through both terminals and ramp. The operation runs 24 hours per day, 365 days per year and employs a diverse workforce to deliver this detailed & dynamic service.The Operations Delivery Managers are responsible for overseeing the operational team to deliver services to a client requirement on seven day per week basis. The ODM will be the primary point of contact for partner airlines and customers to discuss performance. The ODM will be accountable for meeting and reporting on the financial performance of the operation and will support the Operations Manager to provide robust data for governance. The ODM will drive a customer focused culture in pursuit of excellent service to both internal and external customersThe ODM will promote and protect PRM operation through the LGW’s Single Command and Control CentreBe role model for the team and an Ambassador for the company, living the OCS values of Customers, relationships, value, responsibilities and innovationHealth & Safety Purpose: To take a direct interest in the health and safety of yourself, your subordinates and others who may be affected by your work activities

Gatwick

My role is to manage and oversee the Terminal Cleaning Operation to ensure that both terminals are ready for next day’s business along with the upkeep of areas that are open 24/7. Also to schedule nightly Deep Cleans of areas that see high passenger throughput. I am responsible for managing the recruitment and resourcing to ensure the correct staffing levels are provided on all shifts. I have accountability to ensure all staff are provided with the correct training and equipment to adhere to the safe working practices in line with the Company and Airport Authorities regulations. This is managed by regular audits and staff appraisals along with attendance and performance reviews.

I had responsibility for the PRM Operation at Gatwick reporting into OCS GAL Account Manager. My role is to ensure that the operation runs smoothly on a daily basis, there were in excess of 300 staff employed on the PRM Gatwick contract. The main aspect of my role is to oversee that the required staffing levels are implemented according to passenger requirements often at short notice. To liaise with other OCS departments in relation to equipment requirements and also IT solutions. I attend regular meetings where I am accountable for any passenger issues, complaints and compliments. The main priority is to ensure that all passengers receive the best service we can provide. This all has to be managed within a budget that is funded by the airline community and has seen an annual growth of between 10-15% of passengers with reduced mobilty which is by far much higher than the increase of passengers travelling through Gatwick.

Providing experience and knowledge of the PRM Operation to the PRM Manager

Managing the individual airline PRM Accounts within Gatwick