Baggage Services Manager

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Job Description

Join us in revolutionising baggage management at Heathrow! As the driving force behind end-to-end baggage performance, you'll oversee operations across the entire campus, ensuring seamless and efficient service. Harness the power of data to enhance performance within airlines, handlers, and third-party organisations. Your mission: to deliver a safe, efficient, and exceptional baggage experience for every passenger. You'll be at the forefront of operational excellence, engaging with senior stakeholders, ensuring compliance with safety and security policies, and spearheading continuous improvement. Be prepared to tackle contingency planning, implement innovative solutions, and manage risks effectively. Step into a role where every day brings new challenges and opportunities to make a real impact!

This is a shift-based role based at Heathrows Airport Operations Control Centre (APOC)

4 days on and 4 days off, early start 05:00 and latest finish is 22:30

Please click below for the JD:

Baggage Services Manager.pdf

Responsibilities

• Oversee Heathrows Airport Operations Control Centre (APOC) service delivery for Baggage, utilising real-time data to drive decisions to drive key performance metrics.
• Act as the single point of escalation for baggage operations, striving to reduce the minimum connect rate by monitoring and intervening with 'At Risk' bags.
• Serve as the Baggage Lead and Product expert within APOC, managing dynamic operational delivery and collaborating with key departments and Strategic Partners to improve performance.
• Engage with senior operational managers and stakeholders to drive performance improvement, meet KPI targets, and enhance the baggage environment.
• Ensure compliance with safety policies, manage any new project integration, and oversee baggage facility management to optimise operations.
• Promote continuous improvement, manage contingency planning and implementation during incidents, and ensure effective supplier and operational management for seamless baggage operations.

Qualifications

• Experience in customer service or commercial environments, ideally in multi-site settings.
• Proficiency in Microsoft Suite especially Word and Excel.
• Ability to interpret and present complex data clearly.
• Strong communication skills (verbal and written) and the ability to work effectively under pressure.
• Demonstrable leadership experience in service operational roles, with strong negotiating and influencing skills.
• Ability to lead large-scale operations teams;

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.

About the Team

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.