Head of Terminal

Location

Heathrow Airport

Assistance Service Director

Full Time

Competitive

The Head of Terminal is accountable for the team's performance and the terminal's operations, delivering objectives and legislative requirements of the PRS service. They must have a deep understanding of the PRS operation and the legislation supporting disabled travellers, lead with authenticity and influence to win hearts and minds, and drive commitment and performance across the organisation. They will be responsible for the continuous improvement of the service, implementing strategic plans, policies, and procedures to achieve our goals and objectives.

• Provide strong leadership and direction to your team ensuring that your terminals operate efficiently and effectively
• Build an inclusive and motivated team culture where people feel valued, inspired, and aligned to ABM's vision and customer goals.
• Lead managers and teams effectively to influence and win hearts and minds, driving commitment and performance across the business.
• Develop and implement strategies to optimise terminal operations, including productivity, safety, and cost-efficiency.
• Oversee day-to-day terminal operations, ensuring your management teams are proactively managing their teams and proactively driving consistent performance.
• Responsible for ensuring LHR is compliant with all elements of relevant legislation.
• Lead a culture of continuous improvement methodology across the terminal and share best practice across the contract.
• Maintain excellent customer/stakeholder relationships, responding promptly to inquiries and concerns, and ensuring that our customer/stakeholder requirements are met.
• Develop and manage the terminal's budget, ensuring that we operate within our financial parameters.
• Lead and develop your operational team to deliver the highest levels of performance. Set objectives and manage the team as appropriate.
• Lead on industrial and employee relations within your terminals.
• Responsible for proactive communication of your management team with airport stakeholders, driving constructive and collaborative ways of working. Lead on lessons learnt and wash‑up sessions as appropriate.
• Responsible for your terminal's governance information delivered daily, weekly and monthly to demonstrate your team's performance. Responsible for your team's action plans to respond to performance issues and drive service enhancements.
• Lead a safe and secure environment for colleagues and customers, auditing processes regularly and ensuring a ‘fit for purpose’ operation.
• Responsible for your team's compliance with corporate timescales on all investigations.
• Report directly to the Account Director and assist with managing the contract's financial performance.
• Support Account Director as required and deputise as appropriate.

• Support HSE Manager to record, implement, communicate and review a safe system of work to all personnel prior to the commencement of work activity and ensure this is continuously monitored.
• Ensure that the HAL and ABM safety image is reflected positively through own actions and those of the team and agency workers.
• Undertake monthly site and service inspections and identify areas of non‑compliance to Health & Safety and Quality Standards and take actions where required on all PRS services.
• Manage the safety & security performance of all personnel and sub‑contractors and take appropriate action for any breaches.
• You will be required to work closely with the HAL and the WJ Health and Safety teams who are available to provide safety advice and support. Furthermore, you will be required to ensure that safety initiatives are implemented within your areas of control.

• To be aware of policy and procedures owned and changed from time to time by ABM.
• To be aware of policy and procedures owned and changed from time to time by Heathrow Airport Limited.
• To positively participate in the Staff Welfare & Development Programme.
• Carry out any other reasonable request as required by HAL or ABM.

• Excellent leadership and…