Heathrow is the UK's premier international airport and one of the world’s major hub airports, flying people for business, tourism and to visit friends and relatives around the world. We provide the facilities and services for over 80 airlines flying around 75 million passengers a year to over 180 destinations worldwide and play an important economic role connecting the whole of the UK to global growth. As one of the largest single site employers there are over 76,000 people working at Heathrow, for over 400 companies, working together to achieve our vision of giving passengers the best airport service in the world. Heathrow is like a small city – fast moving, diverse, forward thinking – right at the heart of the nation’s global connections and with a world of opportunity.
The Resource Allocator plays a vital part in ensuring the effective operation of Security at Heathrow, under the direction of the Terminal Security Manager/Campus Duty Manager (TSM/CDM) and in collaboration with the Security Operations Manager - APOC and Security Flow Coordinator.
The Resource Allocator is responsible for the efficient deployment of Security Officers so that security compliance, safety, service and productivity targets are achieved and so that other activities such as training, engagement interventions and other adhoc requirements such as contingency plans are fulfilled; and in such a way that Security Officers are provided with a great level of service.
- Understand the Security Operating Plan and deploy Security Officers in accordance with that plan, standards and operating agreements and respond to any plan deviations which are instructed by the Terminal Security Manager or Campus Duty Manager; for example in a contingency event. The plan includes provision for all standard activities such as lanes, fixed posts, patrolling, breaks, training etc.
- Complete all necessary documentation to the required standard, for example shift and handover reports and provide feedback to support improvements to the Security Operating Plan for future shifts.
- Use the range of tools and information available to help you understand current operational performance and passenger flow and to effectively deploy Security Officers; also use this information to communicate effectively to Security Officers, local management team and APOC.
- Deploy Security Officers and communicate effectively to maximise operational performance in respect of: Security Waiting Time for passengers, stakeholders and vehicles (SQR, QSM and ASQ), Fast Track Security Waiting Time (SLA), Bag Search Waiting Time, Passenger Flow Rate etc.
- Support operational contingency plans as appropriate, for example: Security Officer deployment for events such as evacuations, cordons, patrolling and to provide expertise to in manual queue timing contingency events.
- Provide Security Officers with great service through the provision of information to explain how the plan is running and the rationale for decisions which may impact them, by making decisions which balance operational need and colleague experience and by operating in such a way that is fair.
- Where deviations to Security Operating Plan are required, make recommendations and provide information to the Terminal Security Manager / Campus Duty Manager to support their decision making. Consider factors such security compliance, protection of service, colleague experience, sustainability of the plan and compliance to operating agreements.
- In Campus Security, the Resource Allocator is required to review and to finalise Security Officer rotation plans for the following day/shift.
- Participate in projects and working groups as required, to support improvements in the operation and take part in personal development activities to develop your own skill set, capability and confidence.
Qualifications and Experience
- A ‘can do’ approach with experience of working in a customer service and commercial environment.
- Must be able to work under pressure in a fast paced and complex operational environment whilst delivering excellent service to customers and colleagues.
- The ability to work to a plan and to provide meaningful feedback to help make improvements.
- Must have a proven ability to successfully communicate with all levels and to deal professionally with colleagues, customers and business partners.
- The ability to demonstrate sound judgement when making decisions within a fast paced, complex and highly regulated environment whilst also understanding commercial implications of actions taken.
- The ability to consider information to make decisions.
Puts Passengers & Customers First
- Delivers high levels of passenger and customer service.
- Relates own activities to business performance.
Take the Lead
- Sets a positive example for colleagues.
- Works to high standards of performance and quality.
- Suggests improvements and adapts to change.
- Work together with the team.
Our plans are ambitious ones. And our people equally so. That’s why we recognise and value the contribution that everyone makes. In return we offer great benefits. These include our employee assistance programme, pension, healthcare and travel offers, plus a wide range of development opportunities to take your career further.