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- Tasks: Lead and develop operational teams at Heathrow, ensuring efficient and compliant service delivery.
- Company: Join a dynamic team at Heathrow Consolidation Centre focused on customer experience.
- Benefits: Gain valuable leadership experience and enhance your operational skills in a fast-paced environment.
- Other info: Opportunity for career growth and to shape future service offerings.
- Why this job: Make a real impact by driving process improvements and supporting strategic initiatives.
- Qualifications: Strong leadership skills and experience in warehousing or customer service environments.
The predicted salary is between 40000 - 50000 £ per year.
Location: Heathrow Consolidation Centre (HCC)
Reports to: Head of Customer Experience
About the role
We are looking for an experienced and proactive Ancillary Services Manager to lead and develop operational teams across multiple departments at Heathrow Consolidation Centre. This is a varied leadership role with responsibility for Multiuser Warehouse operations, Additional Services, Customer Service, short-term strategic delivery, and quality assurance. You will play a key role in ensuring safe, efficient, compliant day-to-day operations while also driving process improvement, financial control, service excellence, and revenue growth.
The successful candidate will be a strong people leader with excellent operational knowledge, commercial awareness, and the ability to turn business priorities into clear, actionable plans.
- Manage day-to-day Multiuser Warehouse operations, ensuring safe, efficient and compliant performance.
- Maintain system data integrity and ensure adherence to operational workflows.
- Deliver training where required, while coaching and mentoring colleagues to improve capability and performance.
- Work closely with the Heathrow Retail Account Manager, Senior Account Manager and Reach teams to support business-as-usual operations.
- Monitor KPIs and operational performance, addressing inaccuracies and underperformance proactively.
- Act as the escalation point for operational issues, investigations and stock discrepancies, ensuring timely root cause analysis and resolution.
- Ensure compliance with health and safety, company policies and audit requirements.
- Maintain accurate reporting and operational documentation for review by the Head of Customer Experience.
Additional Services
- Lead and manage day-to-day BAU operations within the Additional Services department, including parcel deliveries and oversight of monthly financial invoicing processes.
- Ensure services are delivered efficiently, accurately and in line with company KPIs and contractual agreements.
- Provide hands-on operational support where needed to maintain continuity and performance.
- Oversee financial reporting for Additional Services, ensuring accuracy, transparency and timely submission.
- Create and maintain a monthly review dashboard, providing analysis of revenue performance, trends and growth opportunities.
- Monitor revenue generation against targets, identifying risks and underperformance.
- Identify and develop new Additional Service opportunities across the business and Heathrow Airport to drive revenue growth.
- Collaborate with internal stakeholders to introduce and implement new service offerings.
- Ensure compliance with operational, financial and governance standards.
- Maintain accurate documentation, reporting and audit trails for all Additional Service activity.
Customer Service
- Lead and manage the day-to-day operations of the Customer Service department.
- Create, maintain and adjust staff rotas to ensure appropriate cover at all times.
- Maintain high office standards, ensuring organisation, professionalism and compliance.
- Develop and implement customer service procedures and best practices.
- Ensure adherence to company policies.
- Monitor team performance, provide coaching and drive continuous improvement.
- Produce accurate operational reports for review by the Head of Customer Experience.
Short-Term Strategy
- Lead the development and execution of short-term strategic plans aligned with business priorities and operational objectives.
- Monitor performance against targets, identifying risks and implementing corrective actions where needed.
- Analyse operational and financial data to support informed decision-making.
- Provide regular progress updates and performance reporting to the Head of Customer Experience and Head of Operations.
- Conduct post-implementation reviews to assess impact and capture lessons learned.
- Remain flexible and adapt plans in response to evolving business needs and external factors.
Quality Assurance
- Provide guidance to management on process development, process support and conformance.
- Oversee Root Cause Failure (RCF) initiatives to address process anomalies, identify non-compliance and support corrective action.
- Oversee implementation of Irreversible Corrective Actions (ICA) to reduce non-conformities, minimise operational disruption and improve resilience.
- Work in partnership with relevant Heads of Department to support strong internal and external audit results.
- Actively participate in Monthly Management Reviews (MMRs) and customer meetings, including monthly and quarterly reviews with HAL where required.
- Coach, mentor and support all levels of management in achieving operational excellence in innovation development, innovation execution, project management and process control.
- Support European deployment opportunities as they arise.
Strong operational leadership experience across warehousing, customer service or multi-function service environments.
Excellent people management, coaching and mentoring skills.
Strong commercial awareness and confidence working with financial and performance data.
Confident communicator with strong stakeholder management skills.
You will have the chance to lead teams, improve performance, support strategic initiatives and help shape future service growth.
Service Support Co-Ordinator (Temporary) employer: AVTAV LTD
Contact Detail:
AVTAV LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Support Co-Ordinator (Temporary)
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how you can contribute to their goals. This will help you stand out as a candidate who’s genuinely interested.
✨Tip Number 3
Practice your interview skills with friends or family. Get comfortable answering common questions and discussing your experience. The more you practice, the more confident you'll feel when it’s time to shine.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Service Support Co-Ordinator (Temporary)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Support Co-Ordinator role. Highlight your relevant experience in operational leadership, customer service, and financial management to show us you’re the perfect fit!
Showcase Your People Skills: Since this role involves leading teams, don’t forget to emphasise your coaching and mentoring abilities. Share examples of how you've developed team performance and fostered a positive work environment – we love to see that!
Be Data Savvy: We’re looking for someone with strong commercial awareness, so make sure to mention any experience you have with monitoring KPIs or analysing operational data. This will help us see how you can contribute to our goals at Heathrow Consolidation Centre.
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 get you into the process. We can’t wait to hear from you!
How to prepare for a job interview at AVTAV LTD
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Service Support Co-Ordinator. Familiarise yourself with the key aspects of the job, such as managing Multiuser Warehouse operations and ensuring compliance with health and safety standards. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As this role requires strong people management abilities, be prepared to discuss your previous leadership experiences. Think of specific examples where you've successfully coached or mentored team members, improved performance, or driven process improvements. Highlighting these experiences will illustrate your capability to lead operational teams effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle real-life situations related to the role. For instance, you might be asked how you would address underperformance in your team or manage operational issues. Practising your responses to these types of questions will help you articulate your problem-solving skills and strategic thinking.
✨Demonstrate Your Commercial Awareness
Since the role involves financial control and revenue growth, be ready to discuss your understanding of financial data and KPIs. You could mention any experience you have with monitoring performance against targets or identifying growth opportunities. Showing that you can connect operational decisions to business outcomes will set you apart from other candidates.