Introduction
If you think you are the right match for the following opportunity, apply after reading the complete description.
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
The Engineering Help Centre Advisor is crucial for delivering exceptional customer service and resolving issues for Engineering stakeholders across the airport. As the first point of contact you will operate telephone, digital and administrative communications with efficiency. The main responsibility for this role includes using various computer systems to competently manage and resolve customer issues, ensuring adherence to service level agreements (SLA’s).
Please note this is a 12 month fixed term contract.
Your role will involve
- Working across a range of computer‑based systems and data platforms, including Maximo, Works Approval, Salto and historical databases.
- Applying sound judgement to determine when further action or escalation is required.
- Providing clear, accurate and meaningful updates on work progress via email, text message and telephone.
- Communicating confidently with a wide range of internal and external stakeholders, asking the right questions to gather essential information. Although most communication will be telephone‑based, face‑to‑face interaction is also an important aspect of the role.
- Liaising closely with delivery teams to continually review and adjust work allocations, ensuring optimal use of resources.
- Ensuring all calls to Engineering Operations are answered within agreed SLAs.
These Skills Are Essential
- Experience working with multiple applications. Eg; MS Word, MS Excel, Internet browsers.
- Strong customer service skills and a professional, confident telephone manner.
- Excellent written and verbal communication skills, with the ability to engage effectively at all levels and maintain professionalism with colleagues, customers and business partners.
- Flexibility to work 12‑hour core shifts, including both days and nights.
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.
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.
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. xwzovoh
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.
…