VIP Experience Coordinator

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

Heathrow VIP delivers a private, discreet and world‑class service to more than 60,000 high‑profile passengers each year through its three exclusive suites.

The VIP Liaison Officer plays a vital role in creating a seamless and personalised experience for VIP clients, airlines, embassies and agencies, ensuring exceptional service at every stage of the passenger journey.

This varied and rewarding role involves coordinating VIP arrivals and departures, managing suite reservations, providing operational and administrative support, and contributing to projects within a fast‑paced, dynamic and customer‑focused environment.

Shift pattern will be on a roster between 04:30am – 11:30pm, 7 days a week, 365 days per year.

Please note: this role requires CTC clearance, which requires residence in the UK for the past 3 years.

Your role will involve

• Delivering a personalised, discreet and efficient service to VIP guests, using client insights to create an exceptional customer experience and exceed expectations.
• Coordinating VIP arrivals, departures and transfers, liaising with airline partners, security teams, border authorities and suppliers to ensure a seamless journey.
• Managing check‑in, immigration, customs, security screening, baggage handling and airside vehicle movements, ensuring full compliance with all safety, security and operational procedures.
• Maintaining accurate records of VIP movements and service delivery, supporting operational reporting, customer billing and service performance monitoring.
• Administering suite bookings, responding to client enquiries, providing operational support and maintaining effective communication with clients, suppliers and key stakeholders.
• Leading and supporting operational projects, undertaking Duty VLO responsibilities and providing guidance on VIP security processes to drive service excellence and continuous improvement.
• These Skills Are Essential
• Extensive customer service experience with the ability to deliver a high‑quality, professional service in a fast‑paced environment.
• Excellent interpersonal, verbal and written communication skills, with the confidence to build relationships across a diverse range of clients and stakeholders.
• Experience handling sensitive and confidential information with discretion, tact and diplomacy.
• Proven ability to work collaboratively within a high‑performing team and remain effective under pressure.
• Strong operational, administrative and IT skills, including proficiency in Microsoft Word and Excel, alongside an understanding of compliance and safety requirements.
• Full, clean UK driving licence and willingness to obtain airside driving approval.
• Ideally, you will also have
• Foreign language skills and experience working with multicultural clients.
• 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.

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.

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