LOCATION: London Heathrow Airport
SHIFT PATTERN: 4 on 4 off shift pattern (40.25 hours per week), 6 month Contract
SALARY: Competitive
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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
We’re proud to offer a great range of benefits including:
- 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
For more information about ABM’s benefits, visit our
About ABM:
ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.
ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.
For more information, visit .
ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.
