Passenger Experience Manager

Introduction

At Heathrow our purpose is to make every journey better and the Services team play a crucial role in this. We’re the ones who keep things moving for the millions of passengers who travel with us every year.

Together, we create a seamless experience across the whole passenger journey, from Heathrow’s road and rail network, to our award-winning terminals and VIP offering. First and foremost, it’s about delivering excellent operational performance, every day. For those in Engagement and Solutions Delivery, it’s also looking for new ways to drive improvement and push the boundaries of the service Heathrow can deliver.

You’ll join a team that instinctively knows how to keep things flowing and what makes people tick. It’s about being friendly, focused and helpful – stepping in before you’re even asked. You’ll be working in a rewarding environment, with training and support so you can always be at your best and grow your skills. Most importantly, you’ll be given real accountability and a chance to take ownership. This is an opportunity to make your mark on the experiences of countless passengers.

Job Description

As a Passenger Experience Manager you will help us deliver extraordinary service every day. How? By working closely with our strategic partners and airlines to make sure every customer flows through our terminals, whether they are connecting through our airport or require some additional support. That means liaising with teams across our airport including airlines and security. Across everything you do, you’ll look for new ways to drive improvements in service and safety and create even better experiences. That’s going to mean taking ownership, making your mark, and embracing our Service Signatures- Notice and Care, Share What We Know and Make Things Better.

These are shift-based roles. We currently have a mixture of shifts available. You will be allocated a roster prior to starting the role and we will require a level of flexibility. Shifts can start as early as 04:00 and can finish as late as 00:00.

Your role will involve

• Being instrumental in the performance of the terminal in partnership with our wider operational teams and stakeholders.
• Building relationships with our internal and external business partners (including but not limited to airlines, handling agents, Border Force and retailers).
• Working across all our terminals.
• Being the primary responder to operational incidents e.g., Medical, Fire, Safety or Operational.
• Leading the deployment of contingency plans with the aim to enable the full restoration of our operations quickly.
• Demonstrating real care and concern for passengers, staff, and other terminal users.

These Skills Are Essential

• Ideally some line management experience including internal and external stakeholder engagement.
• Previous experience responding to operational incidents demonstrating capability, confidence, and resilience.
• Good knowledge of the UK aviation industry, with understanding of airlines’ business models and challenges.
• A good level of fitness as you will spend your shift out and about, attending medical and safety incidents and interacting with our customers.
• Ideally experience managing and delivering performance in a large volume, complex and high-profile customer facing operation.

About Us

There’s something so special about working at the world’s most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.

Every day, you’ll discover a world full of fresh possibilities and come home buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.

It 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.

Our rewards

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.

Working location

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.

Sustainable Travel to work

Heathrow’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.

Equal Opportunities

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. #J-18808-Ljbffr