Job Description

Job Title:

Operations Project Lead

Reports to:

General Manager

Location:

Heathrow Airport

Working Hours:

40 hours per week, typically Monday to Friday but with flexibility

Role Purpose:

To lead the operational delivery of our Customer Services (Heathrow Helper) non-core staffing and other key projects at Heathrow Airport with a focus on colleague experience, customer satisfaction, efficiency, safety and compliance.

Key responsibilities

Leadership

Lead and influence matrix teams to provide an exceptional employment experience and to enable delivery of high-quality outcomes. Inspire and provide meaning to teams so they understand the importance of our role, these projects and Heathrow's priorities. Identify trends, risks and opportunities and work with the General Manager to develop an appropriate response to mitigate risk and maximise opportunities. Deputise for the General Manager as required and represent Heathrow Customer Services at client and stakeholder meetings.
Operational Excellence

Develop resourcing and training plans to fulfil the requirements of the non-core projects and lead their delivery to meet agreed SLAs and KPIs across measures such as Quality Service Management (QSM), Customer Experience (CX), Resilience, Health & Safety. Produce documentation and reports as required such as project scopes, briefing documents, post implementation reviews and performance reports. Quality assure operational delivery, processes and ways of working to ensure quality delivery in accordance with the brief and KPIs / SLAS, and compliance with all regulatory requirements and company policy. Understand performance data and take action to champion strong performance, share best practise and identify the root cause of shortfalls o mitigate risk and drive improved and sustained performance.
People & Culture

Mentor and support others to help them fulfil their potential. Champion a high-performance culture centred on empowerment, accountability, and psychological safety.
Financial & Commercial Acumen

Manage resourcing levels, operational costs and reduce inefficiency to maximise commercial performance. Ensure the projects deliver value for money, scalability, and return on investment. Work in close partnership with others to identify new business opportunities.
Continuous Improvement

Identify opportunities for continuous improvement to drive improved outcomes, compliance, efficiency and performance. Work as part of matrix teams to deliver these improvements and communicate the outcomes to colleagues and stakeholders.
Collaboration

Manage the relationship with Heathrow senior stakeholders to ensure alignment and transparent communication. Collaborate with Heathrow and partners as appropriate to shape and deliver short and medium-term operational plans aligned with Heathrow's evolving customer and passenger strategies. Work collaboratively as part of the Heathrow Customer Service management team. Collaborate with stakeholders including Heathrow, airlines and partner organisations as required. Collaborate across internal teams and departments to deliver high quality outcomes and to ensure alignment and compliance with employment regulations and company policy.

Required knowledge, skills, experience, and behaviours

Proven experience in operational leadership roles within aviation, transport, or similarly complex customer-facing environment, ideally across multi-site locations. Understanding of compliance and safety requirements and the ability to operate compliantly. Ability to operate in complex, regulated and high-volume environments. Experience managing mid-senior-level client relationships, matrix teams and the ability to effectively influence. Strong commercial awareness and ability to lead within a contractual framework. Highly organised and efficient, with the ability to deliver through others. Ability to consistently demonstrate our Company Values.

About Ethos Farm

We're award-winning specialists in Employee Experience and Customer Experience, providing consultancy services, learning, people and data & technology solutions globally.

We work with leading brands across sectors including aviation, retail, rail and real estate, to cultivate and nurture thriving cultures and to overcome some of their most complex challenges.

We take pride in the fact that we're always making a difference and adding value. This means that we go above and beyond to provide our customers, clients, and our colleagues with an exceptional experience.

Our values are:

We work together We deliver the best for our clients, customers and each other. We deliver extraordinary service We inspire and leave a brilliant impact. We see opportunity We find solutions to exceed expectations. We are inclusive and kind We value the contributions and part we all play. We have fun We raise smiles and love what we do.

Working here

We're a certified Great Place to Work You'll get access to a range of benefits including our Employee Assistance Programme offering free and confidential support and advice; our health cash plan which provides money off medical treatments; our discounts platform providing offers for hundreds of retailers to save you money, our financial wellbeing tool to help you plan and manage your finances and our Mortgage advice service. We also operate a discretionary annual bonus scheme.
Job Type: Full-time

Pay: 48,000.00-55,000.00 per year

Benefits:

Employee discount Health & wellbeing programme
Schedule:

Monday to Friday
Ability to commute/relocate:

London Heathrow Airport TW6: reliably commute or plan to relocate before starting work (required)
Work Location: In person

Application deadline: 01/07/2025
Expected start date: 21/07/2025