Staff Support

About this role

LOCATION: London Heathrow Airport
SHIFT PATTERN: 4 on 4 off shift pattern (40.25 hours per week), 6 month Contract
SALARY: Competitive
If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at [email protected]. We're here to help!
OVERVIEW OF JOB DESCRIPTION
The Staff Support role provides 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. Working within a fast-paced, safety-critical environment, the post-holder supports managers, supervisors and shift-based teams with real-time rostering, attendance monitoring, and office administration.
The role requires a high level of organisation, accuracy and professionalism, with particular emphasis on maintaining reliable records, resolving staff queries and supporting compliance with company, airport, and regulatory requirements. Operating on a site-based 4 on 4 off shift pattern (40.25 hours per week), this role is vital in delivering a consistent and high-quality passenger service across the 365-day operational schedule.
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
***Please note that obtaining an airside pass is an essential requirement of this role. As part of this process, the successful candidate will be required to complete a full five-year background check, including a criminal record check.***

• 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
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