Introduction
Be part of this city within a city. Every year, millions of people travel through Heathrow. Joining our Engineering team means being at the heart of a complex operation whose size, scale and reputation for innovation are unique. We make sure the airport is always running smoothly and keep passengers and planes moving.
Our team touches all aspects of airport life – from water to energy, rail to roads, baggage systems to runways. The scope and variety of what we do is vast, spanning mechanical, electrical, water, civil, rail and environmental disciplines. Together we are responsible for the performance of 500,000 assets worth £14bn. It means there are always a wide range of interesting development, construction and maintenance projects to get involved with. And a lot of ways to develop your skills, career and reputation.
You'll be part of a close-knit, driven team, taking on work that you can take real pride in and feel passionate about. It's an exciting place to be, where every day, you'll discover a world of fresh possibilities and you'll be mentored by world-class experts every step of the way.
Job Description
The Baggage Services Manager is responsible for overseeing the end-to-end delivery of baggage performance across the Heathrow campus during operational hours. This role plays a critical part in ensuring a safe, efficient, and customer-focused baggage operation by leveraging data insights to influence performance across airlines, ground handlers, and third-party providers. Whilst the main duties include monitoring operational performance metrics, engaging senior stakeholders, ensuring compliance with safety and security policies, and driving continuous improvement; the role also involves contingency planning, risk management, and implementing strategic initiatives to enhance the overall baggage product and passenger experience.
Please note this is a shift based role: Successful candidate will be required to commit to the following :
Shift Pattern:
* Working Schedule: 4 days on, 4 days off
* Shift Times: Earliest start at 05:00, latest finish at 22:30
* Weekly Hours: 40 hours per week
Assessments for this position will be held on the 3rd, 4th and 5th November. All shortlisted applicants will be contacted in the week commencing 20th October to discuss next steps.
Your role will involve
* Oversee baggage performance across the Heathrow campus during operational hours, ensuring safe and efficient delivery.
* Utilise operational data to identify trends and drive improvements across airlines, ground handlers, and third-party providers.
* Ensure the baggage product supports a seamless and positive passenger experience.
* Monitor and report on key performance indicators to assess and enhance baggage service delivery.
* Collaborate with senior stakeholders to align on performance goals, service expectations, and improvement initiatives.
* Ensure adherence to safety, security, and regulatory policies across all baggage operations.
* Lead contingency planning and risk mitigation strategies to maintain operational resilience.
These Skills Are Essential
* Proven experience managing operational performance in a fast-paced, complex environment.
* Strong understanding of baggage operations within an airport or aviation setting.
* Ability to interpret and utilise data to drive performance improvements.
* Demonstrated experience in stakeholder engagement at a senior level.
* Knowledge of safety and security compliance within operational environments.
* Experience in contingency planning and risk management.
* Strong communication and decision-making skills under pressure.
Desirable:
* Experience working with third-party service providers in an aviation or logistics context.
* Familiarity with Heathrow's operational systems and performance metrics.
* Exposure to continuous improvement methodologies (e.g., Lean, Six Sigma).
* Experience in leading cross-functional teams or projects.
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.