Services Lead – Customer and Communities

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.

The role also supports the delivery of the services engagement plan. This includes preparing and supporting with communication, working alongside Services Manager. You will need to work collaboratively with our communications, people and wider team to be the interface for Services.

With a continuous improvement mindset, you will seek feedback from our colleagues on our programmes and volunteers and ensure effective engagement with the programmes and improvements to the process involved. Whilst you are supporting the wider team in delivering activity around engagement and our strategic relationships, you will also be building strong stakeholder management to keep ongoing engagement with programme.

• Lead the day‑to‑day delivery and ongoing development of Volunteer and Welfare programmes.
• Develop programme strategies and ensure alignment with Heathrow’s customer proposition and business objectives.
• Coordinate welfare and volunteer resources to support operational requirements and customer needs across the airport.
• Own crisis and resilience planning for our programmes, working closely with Business Resilience teams.
• Build strong relationships with internal stakeholders, airline partners and third‑party suppliers to maximise programme impact.
• Drive continuous improvement through feedback, performance monitoring, training compliance and process enhancements.

• Excellent written and verbal communication skills, with the ability to engage and influence stakeholders at all levels.
• Strong IT proficiency and confidence using a variety of systems, applications and digital platforms.
• Ability to work effectively under pressure in a fast‑paced operational environment.
• Strong organisational skills with the ability to manage multiple priorities while maintaining high standards.
• Confident presenter with excellent stakeholder engagement and relationship‑building skills.
• Commitment to delivering exceptional customer service and continuous improvement.

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 end the day 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.

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.

Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow. Working arrangements vary from team to team and will be confirmed during the recruitment process. You’ll need to be based in the UK and within a commutable distance to Heathrow.

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

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. With five diversity networks, we champion inclusivity and celebrate individuality.