Staff Support

We are seeking a Staff Support to provide effective administrative, organisational, and operational support to ensure the smooth day-to-day running of the Heathrow aviation operation, specifically supporting the Heathrow Passengers requiring Support (PRS) team.

The successful candidate will be working within a fast-paced, safety-critical environment, supporting managers, supervisors and shift-based teams with real-time rostering, attendance monitoring, and office administration.

Main Duties & Responsibilities

• Office Administration:
• Provide day-to-day administrative support to operational managers, supervisors and other departments.
• Maintain organised, secure physical and electronic filing systems to ensure information compliance.
• Prepare letters, operational reports, spreadsheets, presentations and other business documentation.
• Monitor office supplies and coordinate timely replenishment and stock checks.
• Maintain noticeboards, employee digital communication screens and general office information hubs.

• Rostering & Attendance Support:
• Manage real-time administrative support for holidays, sickness, shift coverage and rostering within the active operational window.
• Support Line Managers with the coordination of return to work meetings and absence review meetings, ensuring actions are completed in a timely manner and a consistent approach to absence management is maintained.
• Produce and maintain detailed operational floor plans to ensure optimum staffing levels.
• Confirm floor plan variances and proactively initiate additional resourcing in accordance with agreed procedures and policies.
• Accurately record and update the operational management team regarding any staffing variations to the operational plan.
• Ensure team members are booked onto mandatory training courses to ensure they remain compliant with airport requirements.

• Operational Support:
• Provide a professional, face-to-face contact point for administrative support to operational teams on shift.
• Liaise with airport departments, customers, airlines, suppliers, and contractors as required to facilitate smooth operations.
• Escalate any adverse operational situations, resourcing deficits, or emerging issues on a shift to the Terminal Delivery Manager (TDM) or appropriate managers.
• Carry out any other reasonable operational tasks or projects as requested by the Operational Managers or customer representatives.

• Employee Administration:
• Assist employees with general administrative and shift queries, directing complex HR-related matters to the appropriate department.
• Support the coordination and planning of employee terminal orientation, operational meetings and team briefings.

• Safety, Quality & Compliance:
• Work in strict accordance with company safety, security, and quality procedures at all times.
• Ensure all operational work is carried out in accordance with site-specific procedures, risk assessments and training provided.
• Report any health, safety, security or compliance concerns immediately through the appropriate company reporting channels.
• Maintain up-to-date awareness of and compliance with relevant airport security and airside requirements.
• Ensure all compliance documentation is maintained to an exemplary standard for internal and external audits.
• Promote a professional, safety-conscious and compliance-focused working culture across the team.

Requirements

• Previous experience in an office administration, business support, staff coordination, or similar role.
• Experience of working in a public-facing or high-volume event environment (e.g., airport, train station, museum, concerts) is highly desirable.
• Strong IT literacy, with advanced confidence and working knowledge of Microsoft Excel (for rosters and data analysis), Word, Outlook, and Teams.
• Excellent communication skills, both written and verbal, with the ability to communicate professionally at all levels.
• Exceptional customer service skills with a proven ability to handle staff and client queries calmly, politely, and confidently.
• Strong organisational and time-management skills, with a proven ability to manage priorities and meet deadlines in a high-pressure environment.
• Demonstrated reliability, with an exemplary record of punctuality and attendance to ensure team effectiveness.
• Ability to think and act quickly under pressure or during operational emergencies.
• A proactive approach to problem-solving and dealing with operational changes.
• Proven ability to work effectively as part of a collaborative team as well as independently.
• An understanding of and commitment to the principles of equality, diversity, and inclusion.
• High level of integrity, discretion, and confidentiality when handling sensitive employee, payroll and business information.
• Flexible approach to work, with full capability to support a 4 on 4 off shift pattern covering operational hours.

Benefits

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:
• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis