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- Tasks: Lead customer service performance and enhance collaboration across Heathrow operations.
- Company: Join a dynamic team at Heathrow Airport, a hub of innovation and customer experience.
- Benefits: Competitive salary, career development opportunities, and a vibrant work environment.
- Other info: Be part of a culture that values safety, innovation, and employee engagement.
- Why this job: Make a real impact on customer satisfaction and terminal operations in a fast-paced setting.
- Qualifications: Management experience in retail or food & beverage and strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
Location: Heathrow Consolidation Centre (HCC)
Reports to: Head of Customer Experience
About the role
We are looking for a proactive and highly visible Customer Terminal Integration Manager to maximise terminal and customer service performance across Heathrow operations. This role is central to ensuring strong collaboration between departments, delivering against customer KPIs and SLAs, and building excellent relationships with retail partners and Heathrow Airport stakeholders. You will provide leadership at terminal level, champion company values, and act as a key point of contact for operational issue resolution, innovation and continuous improvement. The successful candidate will be an experienced people leader with strong operational knowledge, excellent stakeholder management skills, and the confidence to work across multiple terminals in a fast-paced environment.
Key responsibilities
- Use the AMIS system proactively and predictively to support delivery of all company KPIs, including DAP, Media Dwell, Returns, IBTs and Customer Service Survey expectations.
- Operate across multiple terminals to support the needs of the business.
- Ensure high standards of customer satisfaction through regular customer interaction, catch-up meetings and effective use of the RCF / ICA process to resolve issues.
- Work in conjunction with the Head of Customer Experience to create and deliver a Personal Development Plan (PDP), actively seeking opportunities to meet agreed objectives.
- Take accountability for ensuring high standards of safety and security are maintained at assigned terminals, with corrective actions implemented where required.
- Promote proactive hazard reporting and a strong safety culture.
- Resolve operational and service issues using the RCF / ICA process.
- Train, mentor and coach team members, including active involvement in the PDP process.
- Promote employee recognition initiatives and lead employee engagement activity.
- Identify opportunities for innovation and contribute to company projects as directed by the Head of Customer Experience.
- Actively support company sustainability projects and initiatives.
- Build strong, interdependent working relationships with retail concessionaires and HAL operations to support issue resolution, problem diagnosis, adoption of new solutions and continuous development of terminal retail performance.
- Work with the Head of Customer Experience and HR to resolve people management issues.
- Play an active part in Monthly Management Reviews and wider strategic projects as directed by the business.
- Act as a key point of contact for Heathrow Airport Ltd, ensuring issues are resolved effectively and professionally.
- Support business growth and innovation by acting as a strategic partner across the operation.
- Undertake other duties in line with the scope and level of the role.
Please note: this job description may be amended from time to time in line with changing business needs.
Key relationships
External
- Retail Business Partners
- Retail Inbound Suppliers
- Third-Party External Suppliers
Internal
- HCC Head of Operations
- Head of Customer Experience
- Compliance Manager
- Operational Managers
- Additional Services
- Transport Manager
- CTIMs
- HR
- Finance
- IT
- Line Level Leaders
Knowledge, skills and experience
We are looking for someone who is a proven team player with excellent interpersonal skills and the confidence to engage effectively with senior stakeholders. You will be a strong and logical communicator, both written and verbal, with the ability to influence, gain commitment and overcome objections. You will also be ambitious, self-motivated, target-driven and able to use your management experience to strengthen team capability, improve service delivery and support customer satisfaction.
Essential / desirable experience
- Previous management experience within food & beverage and/or retail operations would be highly desirable.
- Strong understanding of inventory management and goods replenishment practices.
- Solid experience using Inventory Management Systems.
- Ability to manage complex operational issues and deliver sustainable results.
- Exceptional customer relationship building skills with a proven record in customer management.
- Strong influencing skills with the ability to identify and drive positive change.
- Flexibility in shift patterns to meet the needs of the business.
- Strong written and verbal communication skills, including reports and presentations.
- Proficiency in Microsoft Word, Excel and Visio would be advantageous.
- Commitment to acting as a role model who lives and promotes company values.
What we’re looking for
- A visible and hands-on leader.
- Excellent stakeholder and relationship management skills.
- Strong operational problem-solving ability.
- A customer-focused mindset.
- Confidence working across multiple teams and terminals.
- A passion for continuous improvement, innovation and engagement.
Salary to be discussed
Why join us?
This is a great opportunity to take on a high-profile operational role within Heathrow, where you will have real impact on customer performance, terminal operations, team development and business improvement.
Customer Terminal Integration Manager in London employer: AVTAV LTD
Contact Detail:
AVTAV LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Terminal Integration Manager in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join relevant groups on social media, and don’t be shy to reach out to folks on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you showcase your fit for the role and demonstrate your enthusiasm for being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. Focus on articulating your experiences and how they relate to the Customer Terminal Integration Manager role.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. It shows your appreciation and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Terminal Integration Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Terminal Integration Manager role. Highlight your relevant experience in customer service, operational management, and stakeholder engagement to show us you’re the perfect fit!
Showcase Your Leadership Skills: We want to see how you’ve led teams and managed relationships in previous roles. Share specific examples of how you’ve motivated your team or resolved conflicts, as this is key for the position.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and structure your thoughts logically so we can easily see your qualifications and enthusiasm for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at AVTAV LTD
✨Know Your KPIs
Familiarise yourself with the key performance indicators (KPIs) mentioned in the job description, like DAP and Customer Service Survey expectations. Be ready to discuss how you’ve successfully managed similar metrics in your previous roles.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams and resolving operational issues. Think about specific situations where you’ve trained or mentored team members, as this role requires strong people management skills.
✨Demonstrate Stakeholder Management
Be prepared to talk about your experience in building relationships with various stakeholders. Share examples of how you’ve effectively communicated and collaborated with different departments or external partners to achieve common goals.
✨Emphasise Continuous Improvement
This role values innovation and improvement, so come equipped with ideas on how you can contribute to these initiatives. Discuss any past experiences where you identified opportunities for improvement and successfully implemented changes.