Baggage Services Manager

Introduction

Be part of this city within a city. Every year, millions of people travel through Heathrow. Joining our Engineering team means being at the heart of a complex operation whose size, scale and reputation for innovation are unique. We make sure the airport is always running smoothly and keep passengers and planes moving.

Our team touches all aspects of airport life – from water to energy, rail to roads, baggage systems to runways. The scope and variety of what we do is vast, spanning mechanical, electrical, water, civil, rail and environmental disciplines. Together we are responsible for the performance of 500,000 assets worth £14bn. It means there are always a wide range of interesting development, construction and maintenance projects to get involved with. And a lot of ways to develop your skills, career and reputation.

You’ll be part of a close-knit, driven team, taking on work that you can take real pride in and feel passionate about. It’s an exciting place to be, where every day, you’ll discover a world of fresh possibilities and you’ll be mentored by world-class experts every step of the way.

Job Description

To lead the delivery of end-to-end baggage performance across the Heathrow campus during operational hours. The role leverages operational data, insight and stakeholder engagement to drive continuous improvement in baggage performance across airlines, ground handlers and third-party partners, while ensuring safe, secure and efficient baggage operations that support an excellent customer experience.

Key accountabilities include the delivery of operational performance targets, effective senior stakeholder management, compliance with safety and security standards, continuous improvement initiatives, contingency planning and implementation, and the proactive identification and mitigation of operational risks.

This role profile supports recruitment for either a Terminal Baggage Services Manager or an APOC Baggage Services Manager. While both roles share the same purpose and core accountabilities, they differ in operating environment, reporting line and day-to-day focus.

The Terminal Baggage Services Manager provides operational leadership within a terminal environment, ensuring facility readiness, operational resilience and on-the-ground support for baggage operations.

The APOC Baggage Services Manager provides campus-wide oversight of baggage operations, coordinating resilience activities, enabling data-driven decision making, and delivering dynamic operational control through the Airport Operations Centre (APOC) and extended APOC teams.

Shift Work / Variable Shifts

Financial & People Leadership – Deliver improvements within agreed budgets, maintain accurate operational resource records, and provide day-to-day leadership and support to Baggage Operations and O&M teams on a shift basis.

These Skills Are Essential

• Strong analytical and IT skills, with the ability to interpret complex operational data and communicate insights clearly to different audiences.
• Proven ability to perform effectively in a fast-paced, high-pressure operational environment.
• Excellent verbal and written communication skills.
• Strong stakeholder management, influencing and negotiation skills at all levels.
• Demonstrable leadership experience within a complex operational environment.
  
  
  

Desirable

• Level 3 Aviation Security compliant.
• Leadership experience within an aviation, transport or service operations environment.
• Experience working in a customer-focused, multi-stakeholder and/or multi-site operation.
  
  
  

About Us

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 come home 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

This is an airport-based position. Every day, you will play a critical role in helping us to give our passengers the best airport service in the world.

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, and through our diversity networks, we champion inclusivity and celebrate individuality.