Heathrow is a city within a city. And there’s no place like it when it comes to the scale of our ambitions. You’ll be part of a Customer team that drives our profitability across everything from retail, property and airport transport, through to passenger services, forecasting and contracts with airlines. Customer insight is at the heart of what we do, supported by a strong commercial strategy. We have a pioneering agenda for digital, e-commerce and innovation, as we look to transform the way our passengers spend at our airport.
We believe the best way to drive growth across our iconic airport is by improving the services offered within it. So although we know generating income is critical to driving our business forward, we’re also passionate about delivering the best possible passenger experience. You’ll help us to get the balance right – not least so we can continue investing in an airport that leads the world.

The Customer Operations Manager will lead a service-led controls function to manage assurance on the Property estate and within third-party tenanted areas across Heathrow airport. This position will take the lead on Property fire, health, and safety-related projects, conduct investigations, and provide support during local authority audits. Additionally, the role will serve as the property interface with procurement, ensuring compliance with contract requirements, overseeing contract changes, amendments, extensions, requisition requests, and purchase order receipting. This role will entail working closely with internal and external stakeholders such as the Heathrow fire safety team, health & safety team, engineering, terminal services, contractors, consultants, tenants, and finance business partners.

• Leading a team to ensure property assurance activities are delivered efficiently and effectively.
• Ensuring efficient processes in place on health and safety, legal and other compliance, and diligence activities. Ensure accountabilities and responsibilities are well understood.
• Supporting effective decision making and conforming with Heathrow’s duties, governance, and controls.
• Oversee systems and data input, tracking, and performance reporting, while also managing stakeholders’ requests and expectations
• Responsible for maintaining the Property Risk Assessment and Risk Register, as well as leading workshops
• Integrated sustainability and resilience into property assurance by embedding environmental compliance, climate risk planning, and sustainable procurement practices into health, safety, and operational processes.
• Fire, health and safety compliance, business management, project management, risk management and/or working in a live project/property asset environment.
• Strong commercial and financial acumen, effective budgeting, and cost management
• Strong understanding of external compliance bodies and regulations essential
• Effective communication skills, written and verbal to enable reporting and presenting to 3rd parties, internal stakeholders and business partners essential
• Analytical and data management skills

• Leading a team to ensure property assurance activities are delivered efficiently and effectively.
• Ensuring efficient processes in place on health and safety, legal and other compliance, and diligence activities. Ensure accountabilities and responsibilities are well understood.
• Supporting effective decision making and conforming with Heathrow’s duties, governance, and controls.
• Oversee systems and data input, tracking, and performance reporting, while also managing stakeholders’ requests and expectations
• Responsible for maintaining the Property Risk Assessment and Risk Register, as well as leading workshops
• Integrated sustainability and resilience into property assurance by embedding environmental compliance, climate risk planning, and sustainable procurement practices into health, safety, and operational processes.
• Fire, health and safety compliance, business management, project management, risk management and/or working in a live project/property asset environment.
• Strong commercial and financial acumen, effective budgeting, and cost management
• Strong understanding of external compliance bodies and regulations essential
• Effective communication skills, written and verbal to enable reporting and presenting to 3rd parties, internal stakeholders and business partners essential
• Analytical and data management skill