Description
About the role
Reporting to the Senior Manager, Home Relocation Services, this role is at the heart of delivering and shaping Heathrow’s Home Relocation Support Service (HRSS). The HRSS is a key part of our property acquisition approach for the proposed third runway, helping homeowners navigate compensation and relocation with confidence, in line with the Airports National Policy Statement (ANPS).
Why this matters
Over the coming years, Heathrow will need to acquire around 750 homes within the Compulsory Purchase Zone (CPZ) to support our expansion. Behind every home is a person, a family, and a story. For many, this may be their first move - or a move they never expected to make.
That’s why the HRSS exists. Our goal is simple: to make what can be a complex and emotional journey feel as straightforward, transparent and supported as possible. We’re committed to providing practical help, clear guidance and - most importantly - genuine empathy every step of the way.
What you’ll do
In this role, you’ll help ensure every homeowner receives a fair, consistent and compassionate experience. You’ll coordinate day-to-day activity, support meaningful engagement with residents and community groups, and maintain high-quality records and reporting. Working closely with internal teams and external partners, you’ll play a vital role in turning our commitment into a service people can trust.
You’ll need to be highly organised, detail-focused, and confident communicating with a wide range of stakeholders - always bringing clarity, professionalism and care to every interaction.
Responsibilities
- Support the day‑to‑day delivery of the Home Relocation Support Service (HRSS), ensuring homeowners receive a consistent, empathetic, and high‑quality service, while contributing to continuous improvement through feedback and insights.
- Use case data and resident feedback to identify individuals who may require additional support, escalating risks and coordinating engagement activities such as drop‑in sessions, local surgeries, and targeted communications.
- Work closely with Property teams to support the progression of acquisitions, coordinating information requests, tracking actions, resolving barriers, and ensuring homeowners are kept informed throughout the process.
- Support the management of third‑party service providers and case administration activities, maintaining service quality, compliance, accurate records, and robust audit trails in line with data protection requirements.
- Prepare and deliver clear, accessible communications for residents, homeowners, and community groups, responding to enquiries, capturing feedback, and sharing insights to enhance the customer experience.
- Build effective relationships across Communities, Property, Legal, and external stakeholders, while providing governance and reporting support through performance tracking, risk and issue management, meeting coordination, and stakeholder engagement activities.
Qualifications
- Experience supporting stakeholder engagement or customer/community-facing services, with the ability to build trusted relationships and handle enquiries professionally.
- Strong communication skills (written and verbal) with the ability to produce clear correspondence, briefings and updates for a range of audiences.
- Good judgement and resilience, with the confidence to escalate sensitive or complex issues appropriately and work within agreed policies and processes.
- Strong organisational skills, able to coordinate multiple activities, manage actions and maintain accurate records and trackers.
- Strong collaboration skills, able to work effectively with cross-functional colleagues and third-party providers.
- Analytical and detail-focused, able to identify themes, maintain high-quality data, and support performance reporting and continuous improvement.
- Competent using Salesforce (or similar CRM/case management tools) and Microsoft Office to maintain accurate records, audit trails and reporting.
Ideally, you will also have
- Knowledge of property acquisition/compensation processes, customer service delivery, or maintaining web/digital content to support community-facing services.
hackajob is partnering with Heathrow to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.
