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Terminal Baggage Business Manager

Company Heathrow Location Middlesex
Contract Permanent Position Salary Competitive
Sector(s) Automotive, Driving & Transport, Travel & Leisure

Job Description

This is a chance to build your career in an organisation that matters to millions. To join a city within a city – to create great experiences for the 210,000 (and counting) passengers who pass through our doors each day. Life with us means exploring unlimited opportunities. And making a real difference to people who are travelling to all sorts of places for all sorts of different reasons. 

As a Terminal Baggage Business Manager, you’ll help us to make every journey better. Our passengers give us their trust. They trust us not only to get them to their destination safely, but also their luggage – holding everything from
day-to-day items to family keepsakes. And in Baggage, you’ll uphold our promise to get every bag on every plane, for every passenger. So, whether you’re handling airline relations, ensuring our equipment is in order, or overseeing
the smooth-running of our operations, you’ll impact the lives of millions. That’s not all – we also want you to feel engaged and happy. We can give you all the training and support you need to grow your skills and thrive at Heathrow.

Our rewards:

As well as competitive salaries, we’re committed to providing a whole host of great benefits that make this an even more rewarding place to work. They include an excellent pension scheme, life assurance and access to private health
insurance. We also have a range of initiatives designed to help people in our surrounding communities get to and from work cost-effectively and sustainably, from free travel on local buses through to subsidised rail fares. Not only
that, when you get here, we’ll nurture your skills and do all we can to help you reach your full potential.

Be part of the 78 million passenger journeys we make happen each year. An incredibly important part.

Your role will involve:

  • Responsibility of managing the end to end delivery of the baggage product in terminal, whilst working jointly with the Operations & Maintenance provider in delivering the Baggage Key Performance Indicator’s and working within the agreed service level agreement
  • Providing knowledge and expertise at all levels and for all stakeholders, work collaboratively with Airlines, Handlers, Capital Projects, Technical baggage asset team, Baggage APOC, Planning and Performance and Terminal teams when required
  • Accountability for terminal budgets including operational, health and safety and baggage facilities
  • Being responsible for delivery of performance standards within agreed cost model in terminal of accountability
  • Accountability for stakeholder relationships to influence improved baggage performance across Heathrow

We’re looking for people who have:

  • Proven experience working in a customer service / commercial business environment in preferably a multi-site customer service environment 
  • A strong ability to problem solve through interpretation of data
  • The ability to work well as individuals or as part of a team
  • Literacy, numeracy and IT skills
  • Facilitation, organisational and presentation skills

Join us, and you’ll have everything you need to shine and explore the countless career destinations that are available here. 

As an equal opportunities employer, we encourage applications from people of all backgrounds. We believe that diverse talent makes us stronger – not least because we welcome all sorts of passengers from all corners of the globe, every single day. At Heathrow, we’re driven by inclusivity and we celebrate individuality.


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