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Job Description

The Customer Operations Manager will lead a service-led controls function to manage assurance on the Property estate and within third-party tenanted areas across Heathrow airport. This position will take the lead on Property fire, health, and safety-related projects, conduct investigations, and provide support during local authority audits. Additionally, the role will serve as the property interface with procurement, ensuring compliance with contract requirements, overseeing contract changes, amendments, extensions, requisition requests, and purchase order receipting. This role will entail working closely with internal and external stakeholders such as the Heathrow fire safety team, health & safety team, engineering, terminal services, contractors, consultants, tenants, and finance business partners.

Responsibilities

• Leading a team to ensure property assurance activities are delivered efficiently and effectively.
• Ensuring efficient processes in place on health and safety, legal and other compliance, and diligence activities. Ensure accountabilities and responsibilities are well understood.
• Supporting effective decision making and conforming with Heathrow's duties, governance, and controls.
• Oversee systems and data input, tracking, and performance reporting, while also managing stakeholders' requests and expectations
• Responsible for maintaining the Property Risk Assessment and Risk Register, as well as leading workshops
• Integrated sustainability and resilience into property assurance by embedding environmental compliance, climate risk planning, and sustainable procurement practices into health, safety, and operational processes.

Qualifications

• Fire, health and safety compliance, business management, project management, risk management and/or working in a live project/property asset environment.
• Strong commercial and financial acumen, effective budgeting, and cost management
• Strong understanding of external compliance bodies and regulations essential
• Effective communication skills, written and verbal to enable reporting and presenting to 3rd parties, internal stakeholders and business partners essential
• Analytical and data management skills

Ideally, you'll have:

• Experience of developing Health and Safety regimes and strategies
• Knowledge or understanding of technical and engineering processes

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 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.

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

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.

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

About the Team

Heathrow is a city within a city. And there's no place like it when it comes to the scale of our ambitions. You'll be part of a Customer team that drives our profitability across everything from retail, property and airport transport, through to passenger services, forecasting and contracts with airlines. Customer insight is at the heart of what we do, supported by a strong commercial strategy. We have a pioneering agenda for digital, e-commerce and innovation, as we look to transform the way our passengers spend at our airport.

We believe the best way to drive growth across our iconic airport is by improving the services offered within it. So although we know generating income is critical to driving our business forward, we're also passionate about delivering the best possible passenger experience. You'll help us to get the balance right - not least so we can continue investing in an airport that leads the world.