Job Description

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.


Together, we create a seamless experience across the whole passenger journey, from Heathrow's road and rail network, to our award-winning terminals and VIP offering. First and foremost, it's about delivering excellent operational performance, every day. For those in Engagement and Solutions Delivery, it's also looking for new ways to drive improvement and push the boundaries of the service Heathrow can deliver.


You'll join a team that instinctively knows how to keep things flowing and what makes people tick. It's about being friendly, focused and helpful - stepping in before you're even asked. You'll be working in a rewarding environment, with training and support so you can always be at your best and grow your skills. Most importantly, you'll be given real accountability and a chance to take ownership. This is an opportunity to make your mark on the experiences of countless passengers.



This role is integral in leading our regulatory assurance process and maintaining our regulatory relationships to support making Heathrow more accessible. You will liaise with internal and external stakeholders to obtain information that will help us create and maintain a more robust feedback resolution system. You can work collaboratively to find opportunities to improve the overall service offering of Heathrow for Assistance Service users.



Proactive day to day relationship management and consultation with 3rd parties and regulatory bodies. Working in partnership with the operational and customer care teams you will be the voice of Assistance Service users. You will attend all relevant meetings with the Heathrow Access Advisory Group (HAAG), Charities and the Civil Aviation Authority (CAA) where you will play a key role as the link between these groups and the Heathrow Assistance Service. You will take the lead role in managing meetings which form part of the regulatory framework and ensure issues are tracked, as required, through to resolution and all communication items are presented.

Experience of audit and assurance activity, preferably with interaction with external customers and regulators. Experience of audit and assurance activity, preferably with interaction with external stakeholders and regulator Knowledge and passion for making air travel more accessible and inclusive for all Strong data analytics skills and confident working with large datasets Proven track record of engaging with and responding to customer demands

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.