Airport Control Shift Lead

Description

The Airport Control Shift Lead leads and coordinates Heathrow’s Airport Control operations in APOC, ensuring all day response to a wide range of incidents and enquiries across the airport. They are subject matter experts in SOPs, guiding the team during incidents, maintaining standards, and overseeing complex or high-impact situations while liaising with key stakeholders. They also manage team performance, act as a key escalation point, and serve as a link between operational teams and senior airport leadership.

Shift Pattern: 12 hour shifts, both early and late - 4 on 4 off pattern. Please note this role requires CTC clearance which requires UK residency for the past 3 years.

Responsibilities

• Lead and coordinate day-to-day Airport Control operations, acting as the primary link with AOM, ACM/ACOM, and wider stakeholders, while maintaining situational awareness during incidents. 
• Line manage and support the team (OLCs/OCs), overseeing wellbeing, performance, training, and ensuring adequate shift coverage and effective time management. 
• Oversee incident management, ensuring SOPs are followed, accurate records are logged, and appropriate responses/resources are deployed for alarms, emergencies, and enquiries. 
• Monitor systems, faults, and incident trackers (e.g. DORIS), ensuring timely resolution, escalation of critical issues, and operational readiness at all times. 
• Act as the key escalation point and liaison during incidents, coordinating communication between operational teams, senior management, and external partners. 
• Drive operational excellence through continuous improvement, consistent standards, stakeholder service, and effective handovers, briefings, and team coordination.

Qualifications

• Ability to remain calm and perform effectively under pressure in a complex, fast-paced environment.

• Strong organisational skills with the ability to manage multiple tasks and competing demands effectively.

• Effective communication and influencing skills across all levels, including internal teams, external partners and control authorities.

• Ability to demonstrate sound judgement and decision-making when handling sensitive incidents or challenging situations.

• Handles confidential and sensitive information with discretion, professionalism and integrity.

• Able to build strong working relationships, challenge constructively where appropriate, and ensure compliance with established procedures and standards.

Ideally:

• Experience in Airport Operations, ideally with at least 12 months in a multi-stakeholder operational environment.
• Familiarity with Heathrow’s terminal and airfield geography.
• Ability to identify and implement operational improvements and new ways of working.