LOCATION: Heathrow Airport
SHIFT PATTERN: 4 on 2 off, 40 hours per week
PAY RATE: £17.69 PER HOUR
ROLE OVERVIEW AND PURPOSE
You will utilise live feed systems, planning for disruption, monitoring changing airline schedules whilst being responsible for coordinating and monitoring the safe deployment of employees, vehicles and equipment for the Assistance program at Heathrow Airport, ensuring customer requirements are made in accordance with contractual and service level agreements. You will be the central point of communication for our airport partners, handling agents, airlines and our own staff. The ability to multi-task is key!
KEY RESPONSIBILITIES
* Using the computerised systems available you will constantly monitor the movement of customer aircraft and consider the requirements of every customer against the operational needs or limitations and assign the appropriate resource with the necessary skills and equipment to achieve the task within the required timeframe and to specification.
* You will ensure work is assigned in a fair and consistent manner.
* You must be confident in raising operational issues with the Senior Management team on duty, and colleagues in other supervisory positions that are customer facing.
* You must ensure you are up to date with operational changes after periods away from work and remain current for airside pass requirements.
* Brief staff on operational issues when required.
* Be available to attend training days.
* Ensure the health and safety standards are always adhered to.
* Ensure standards of personal grooming, time‑keeping, absence, attitude and behaviour are of a high standard.
HEALTH AND SAFETY RESPONSIBILITIES
* Ensure work is carried out in accordance with site/department procedures and training provided.
* Comply with the ABM Health and Safety Policy, procedures and protocols at all times.
* Ensure you have received the required training prior to commencing works.
* Work in accordance with the safe system of works, as briefed by your Line Manager.
* Confirm you are fit for work prior to reporting for duty each day.
* Report any health and safety concerns to your line manager.
* Once Personal Protective Equipment (PPE) has been issued ensure it is always kept serviceable and report any defects to your line manager.
* Always wear the correct PPE while at work.
* If operating machinery/plant/vehicles, operate safely in accordance with the instructions and training provided.
* Always set a good example.
OTHER DUTIES AND RESPONSIBILITIES
* Be aware of policy and procedures owned and changed from time to time by Wilson James Limited.
* Be aware of policy and procedures owned and changed from time to time by the Client.
* Participate positively in the Staff Welfare & Development Programme.
* Carry out any other reasonable request as required by the Client, Line Manager or Supervisor. (During quiet times you will be expected to help the Customer Care Contract assisting passengers in wheelchairs.)
REQUIRED SKILLS AND EXPERIENCE
* Previous Airline &/or Airport experience is preferable; allocation experience within another high‑pressure environment (e.g., emergency services) would also be beneficial.
* Fluency in English, both verbal and written.
* Self‑motivated and reliable with a conscientious approach to safety and security.
* Excellent communication skills with an empathic nature.
* Demonstrated customer service excellence.
* Intermediate IT skills; ability to work from multiple live feed screens.
* Ability to think and act quickly in emergencies or under pressure.
* Ability to deliver succinct and clear verbal and written reports where necessary.
* High standard of personal presentation.
* Reliability including punctuality and attendance to ensure departmental resource effectiveness.
* Teamwork ability; calm and confident dealing with public demands in a high‑pressure environment.
* Understanding of equality and diversity principles relating to team members.
QUALIFICATIONS
* Education to degree level (Desirable).
BENEFITS
We’re proud to offer a great range of benefits including:
* 24/7 GP – you and your immediate family can speak to a UK‑based GP from home.
* Mental health support and Life Event Counseling.
* Get Fit Programme.
* Financial and legal support.
* Cycle to Work scheme.
* Access Perks at Work – our innovative employee app where you can find:
o Perks: discounts, gift cards, cashback, and exclusive offers.
o Life: resources and tools on topics ranging from family and life to health, money and work.
o Support: online chat or telephone service for urgent support in a crisis.
ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.
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