Security Protection Officer - Team Leader in London

The role is responsible for leading an on shift briefing to our duty team and is our first line of safety leadership for time and attendance engagement, service productivity, monitoring behaviours, whilst also having overall visibility of the Security Protection Officers in all areas. Maintaining assurance of all Heathrow policies and procedures.

Your responsibilities will include:

• Provide strong on‑shift leadership and support to duty teams, role‑modelling Heathrow’s values and ensuring teams feel guided, recognised, and accountable.
• Acknowledge and recognise colleague effort and performance, while addressing performance gaps related to timekeeping, attendance, and behaviours.
• Ensure all colleagues have appropriate PPE and are equipped to carry out their duties safely.
• Promote a strong safety culture by taking personal responsibility for identifying unsafe behaviours and taking corrective action.
• Allocate work breaks in line with agreed procedures to maintain fairness, wellbeing, and operational continuity.
• Deliver daily shift briefings and execute the on‑shift operating plan, adjusting resources dynamically in response to operational changes.
• Use performance data (e.g., QSM, ASQ, social media insights) to drive best practice, service consistency, and continuous improvement across teams and business partners.
• Produce an End of Shift Report that summarises operational performance, highlights improvement opportunities, and recognises excellent work.
• Facilitate effective shift handovers to ensure continuity and enable the next team to deploy resources efficiently.
• Act as the on‑shift point of contact for teams and communicate issues to the Security Manager – Protective Security when required.
• Maintain accurate logs of conversations with colleagues related to attendance, timekeeping, and behavioural matters.
• Make dynamic decisions, prioritise workload, and adapt to changing operational demands in a fast‑paced and often pressured environment.
• Manage challenging situations, including interactions with vulnerable or aggressive individuals, using probing and detailed questioning techniques.
• Provide support to SPO colleagues following difficult or challenging engagements.

These Skills Are Essential:

• Leadership or Supervisory Experience: Experience in leading on‑shift service delivery within a fast‑paced operational environment, demonstrating the ability to guide teams effectively.
• Relationship‑Building Skills: A passion for building strong, positive relationships with team members and consistently promoting Heathrow values and behaviours.
• Continuous Improvement Mindset: Proven ability to identify opportunities for improvement and successfully implement changes that enhance service, safety, or efficiency.
• Operational Resilience and Confidence: Demonstrated capability to remain calm, confident, and adaptable in response to a wide range of operational challenges and demands.
• Strong Time‑Management Skills: Ability to balance multiple priorities in a customer‑focused operational environment, ensuring tasks are completed efficiently and to a high standard.

This is an airport-based position. Every day, you will play a critical role in helping us to give our passengers the best airport service in the world.

As an equal opportunities employer, we encourage applications from all. 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.