Services Support - Passengers Requiring Support (PRS) London, England
Job description
This role will primarily be terminal based, working alongside our PRS (Passenger Requiring Support) supplier, Wilson James, stepping in to assist the service provider and solve problems as required.
- Working closely with the Services Lead – PRS Regulation and Relationships to ensure that they have proactive and meaningful relationships with the Heathrow Access Advisory Group (HAAG), Charities and the Civil Aviation Authority (CAA) to ensure Heathrow has an integrated, effective, and critical stakeholder.
- Monitoring and auditing the Assistance Service across a range of activities and drive continuous improvement both operationally and strategically working with the Services Lead – Implementation and Continuous Improvement team.
- Managing the on-going day to day relationship with our Assistance Service supplier.
- Working closely with the Assistance Service team to deliver a world class PRS Service.
- Actively increasing the visibility and understanding of PRS across the company and our stakeholders.
- Understanding the factors which impact the PRS operation performance, seeking to plan enhanced future performance and efficiency as well as clearly communicating these to others to all stakeholders.
- Good understanding of the PRS operational background and understanding of the Airport environment.
- Passion and interest in enhancing the Passengers Requiring Support experience.
- Experience of leading people, being proactive in a demanding and pressurised working environment.
- Experience working closely with external stakeholders.
- The ability to understand complex regulation and data.
Ideally, you'll also have:
- Experience working with customers with hidden disabilities.
Heathrow brings the world closer together. Our airport facilitates the global travel and trade that keeps the economy moving. It’s a place like no other – a city within a city – where colleagues connect around a common goal, giving our passengers the best airport service in the world.
There is a world of opportunity at Heathrow. You’ll reach your full potential within our inclusive and supportive culture, whilst helping us to deliver our ambitious plans. Not only are we growing to welcome millions more passengers each year, we’re also transforming our industry. Sustainability is at the heart of Heathrow and we’re leading global efforts on decarbonisation, so that aviation continues to be a force for good in our world.
Taking the journey with us means living our values. Doing the right thing. Keeping everyone safe. Working together. Treating everyone with respect. Giving excellent service. Improving every day. Our ever-changing airport runs on teamwork and creativity. A career at Heathrow is welcoming, diverse, challenging, exciting, and rewarding.
Join Heathrow and grow your career in an airport that matters to millions.
Our rewards
We offer competitive salaries and excellent benefits, along with performance-based annual bonuses, our longer-term Share in Success Bonus plans, 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 we’ll provide learning and development opportunities to help you reach your full potential.
Working Location
Our agile approach offers the opportunity to combine home working with meetings, events and training at the airport. All roles involve some on-site working each week, so 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 four diversity networks, we champion inclusivity and celebrate individuality.
