Location: Heathrow Consolidation Centre (HCC)

Skills, Experience, Qualifications, If you have the right match for this opportunity, then make sure to apply today.
Reports to: Head of Customer Experience

We are looking for an experienced and proactive Ancillary Services Manager to lead and develop operational teams across multiple departments at Heathrow Consolidation Centre.

This is a varied leadership role with responsibility for Multiuser Warehouse operations, Additional Services, Customer Service, short-term strategic delivery, and quality assurance. You will play a key role in ensuring safe, efficient, compliant day-to-day operations while also driving process improvement, financial control, service excellence, and revenue growth.

The successful candidate will be a strong people leader with excellent operational knowledge, commercial awareness, and the ability to turn business priorities into clear, actionable plans.

• Manage day-to-day Multiuser Warehouse operations, ensuring safe, efficient and compliant performance.
• Act as the subject matter expert for OMNI and SOM systems, troubleshooting issues and resolving them wherever possible before escalating to IT.
• Maintain system data integrity and ensure adherence to operational workflows.
• Create, update and maintain training documentation, SOPs and process guides.
• Deliver training where required, while coaching and mentoring colleagues to improve capability and performance.
• Regularly review warehouse processes, identify inefficiencies and implement improvements.
• Work closely with the Heathrow Retail Account Manager, Senior Account Manager and Reach teams to support business-as-usual operations.
• Monitor KPIs and operational performance, addressing inaccuracies and underperformance proactively.
• Act as the escalation point for operational issues, investigations and stock discrepancies, ensuring timely root cause analysis and resolution.
• Ensure compliance with health and safety, company policies and audit requirements.
• Maintain accurate reporting and operational documentation for review by the Head of Customer Experience.

• Lead and manage day-to-day BAU operations within the Additional Services department, including parcel deliveries and oversight of monthly financial invoicing processes.
• Ensure services are delivered efficiently, accurately and in line with company KPIs and contractual agreements.
• Provide hands-on operational support where needed to maintain continuity and performance.
• Oversee financial reporting for Additional Services, ensuring accuracy, transparency and timely submission.
• Create and maintain a monthly review dashboard, providing analysis of revenue performance, trends and growth opportunities.
• Monitor revenue generation against targets, identifying risks and underperformance.
• Identify and develop new Additional Service opportunities across the business and Heathrow Airport to drive revenue growth.
• Collaborate with internal stakeholders to introduce and implement new service offerings.
• Ensure compliance with operational, financial and governance standards.
• Maintain accurate documentation, reporting and audit trails for all Additional Service activity.
• Act as escalation point for operational issues, including delivery investigations where applicable.

• Lead and manage the day-to-day operations of the Customer Service department.
• Manage holiday approvals and coordinate sickness and holiday cover.
• Create, maintain and adjust staff rotas to ensure appropriate cover at all times.
• Monitor attendance and address absence issues as required.
• Oversee accurate logging and maintenance of call records in AMIS.
• Manage shared email inboxes, ensuring prompt and professional responses to external correspondence, including booking requests.
• Maintain high office standards, ensuring organisation, professionalism and compliance.
• Develop and implement customer service procedures and best practices.
• Identify and drive process improvements across the department.
• Ensure adherence to company policies and the BSL Labour Agreement.
• Monitor team performance, provide coaching and drive continuous improvement.
• Produce accurate operational reports for review by the Head of Customer Experience.

• Lead the development and execution of short-term strategic plans aligned with business priorities and operational objectives.
• Translate strategic goals into clear, actionable plans with defined timelines, deliverables and ownership.
• Monitor performance against targets, identifying risks and implementing corrective actions where needed.
• Analyse operational and financial data to support informed decision-making.
• Coordinate cross-functional teams to ensure aligned delivery of key initiatives.
• Provide regular progress updates and performance reporting to the Head of Customer Experience and Head of Operations.
• Conduct post-implementation reviews to assess impact and capture lessons learned.
• Remain flexible and adapt plans in response to evolving business needs and external factors.

• Provide guidance to management on process development, process support and conformance.
• Oversee Root Cause Failure (RCF) initiatives to address process anomalies, identify non-compliance and support corrective action.
• Oversee implementation of Irreversible Corrective Actions (ICA) to reduce non-conformities, minimise operational disruption and improve resilience.
• Work in partnership with relevant Heads of Department to support strong internal and external audit results.

• Actively participate in Monthly Management Reviews (MMRs) and customer meetings, including monthly and quarterly reviews with HAL where required.
• Coach, mentor and support all levels of management in achieving operational excellence in innovation development, innovation execution, project management and process control.
• Act as the gatekeeper for knowledge-based solutions stored in the AMIS system.
• Support European deployment opportunities as they arise.

• Retail Business Partners
• Retail Inbound Suppliers

• HCC Head of Operations
• Head of Customer Experience
• Operational Managers
• Additional Services Team
• CTIMs
• HR
• Finance
• IT
• Line Level Leaders

• Strong operational leadership experience across warehousing, customer service or multi-function service environments
• Excellent people management, coaching and mentoring skills
• Strong commercial awareness and confidence working with financial and performance data
• Experience in process improvement, compliance, audits and operational reporting
• Ability to manage multiple priorities and departments effectively
• Confident communicator with strong stakeholder management skills
• Experience using operational systems such as OMNI, SOM and AMIS would be highly advantageous

This is an exciting opportunity to take ownership of a broad and impactful role within a fast-paced operational environment at Heathrow. xbpsjku You will have the chance to lead teams, improve performance, support strategic initiatives and help shape future service growth.