Employee Relations Support Specialist

Join Heathrow’s Business Services team and you’ll help us deliver our bold ambitions, whilst supporting colleagues to achieve theirs. Our team is involved in every element of People and Finance activity. That includes payroll, casework, referencing and onboarding, through to billing, paying suppliers, and month end activities. It’s up to us to lead, support and deliver an excellent service across our core processes including Managing Revenue; Procurement; Project and Asset Management; Finance Processes; People Processes.

Our Business Services teams focus on three areas: Systems and Transformation, Service Delivery, and Business Intelligence. There’s no place like Heathrow when it comes to the scale of our ambitions. Our airport is in a period of rapid growth and change. To succeed, we need to be able to make decisions quickly, evaluate the financial, non-financial and carbon impact of our choices, and ensure they are supported by accurate data and insight. This is an exciting time, as we deliver a new Business Services vision that embraces technology, drives continuous process improvement and unlocks insights to drive our business. Join us and discover unlimited opportunities to make a difference.

Please note that this role does not meet Home Office criteria for Heathrow to offer visa sponsorship under the Skilled Worker route. Applicants must already hold the right to work in the UK. This is a 12 month Fixed Term Contract based in Glasgow.

In your role as Employee Relations Support Specialist, you will be acting as a subject matter expert, ensuring that the process is adhered to and that effective controls are in place across the team. You will lead on the more complex delivery and lead relationships with key internal stakeholders. Throughout, you will drive service quality through understanding and delivering against expectations, meeting objectives, effectively prioritising and initiating continuous improvement.

Your role will involve:

• Acting as a subject matter expert – acting as a first point of contact for queries and escalations from Team Members.
• Delivering own work activities to meet the service standards that achieve business requirements – for example satisfying quality requirements by minimizing re-work.
• Managing the quality standards delivered across the team, to ensure business requirements are met.
• Actively supporting and engaging with stakeholders.
• Supporting the Team Leader in developing the skills and knowledge of the team to achieve the level of service.
• Recording all incoming data accurately in Heathrow systems to maintain a trackable record of documents and actions with high level of accuracy.

These Skills Are Essential:

• Background within a customer service environment, delivering against set service standards with a focus on quality and customer experience.
• Strong organisation and prioritisation skills with ability to plan, prioritise and work to deadlines.
• Proven ability to successfully communicate with stakeholders, with strong interpersonal, written and verbal skills.
• Ability to provide support to team members and build knowledge and skills across a team.
• Flexible self-motivated team player with the ability to work on own initiative and as part of a wider team to work towards collective outcomes.
• Experienced user of Microsoft Office tools.

There’s something so special about working for the world’s most iconic airport. Heathrow is an amazing backdrop to a career filled with unique opportunities with no end of exciting prospects to explore. A team that feels like family, a place where you belong. Working for Heathrow brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability. Join us on that journey and we’ll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow.

We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions.

Your contractual place of work will be the Heathrow Business Services Centre in Glasgow so you’ll need to be based in the UK and within a commutable distance to work. We also have some hybrid roles with a working approach which offers the opportunity for colleagues to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow. Working arrangements vary from team to team and will be confirmed during the recruitment process.

As an equal opportunities employer, we encourage applications from everybody. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work, and through our diversity networks, we champion inclusivity and celebrate individuality.