Services Lead Customer and Communities

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 out communications, people and wider team to be the interface for Services.

With a continuous improvement mindset, you will seek this 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.