It takes a special kind of team work to keep the world’s most iconic airport running smoothly. Over 65,000 people across hundreds of companies work at Heathrow and together they are Team Heathrow. The airport team includes colleagues from airlines, baggage handlers, control authorities, retailers, passenger services, emergency services, transport providers, security, engineering, airfield operations and more.
Our team are responsible for managing relationships with our partners, and coordinating day-to-day operational activities, including the Airport Operating Centre (APOC) operational plan.
Our purpose is to make every journey better and we work closely with our Team Heathrow Partners to achieve it. We do this by building trusted relationships with our partners, working to understand our shared goals and continually driving up standards across safety, operational and resilience performance. This demands close collaboration and communications, clear governance, working to quickly identify and to resolve shared issues that proactively deliver improvement across Heathrow and for our passengers.
It’s an inspiring, exciting place to work, with unlimited opportunities to make a difference. Be part of this city within a city and you’ll find a team that feels like family, and a place where you belong.
Airport Control Co-ordinators are part of Heathrow’s Airport Control team in APOC, responsible for coordinating daily operational responses with support from senior leads. They manage a wide range of incidents and communications—such as alarms, emergencies, and general enquiries—by assessing situations, dispatching resources, and adapting responses as needed. ACCs also log incidents, follow standard procedures, and ensure clear, consistent communication across colleagues and stakeholders throughout the airport.
- Handle inbound calls, including 222 emergency calls, alarms (e.g. fire, panic, CPSRA), and notifications, ensuring the correct SOP or response is deployed promptly.
- Log all incident details electronically, capturing key information such as location, nature of the issue, required assistance, and any health and safety considerations.
- Communicate via radio and telephone to dispatch relevant resources and ensure responding teams have sufficient information to manage incidents effectively.
- Act as a central coordination point during incidents, sharing accurate updates with stakeholders and implementing incident management procedures with authorities and partners.
- Respond to general enquiries and ensure all alarms and calls are handled within KPI timeframes to maximise response efficiency.
- Escalate issues when needed, report system faults, and support investigations through CCTV monitoring in line with legislation.
- Support communications and operations by issuing updates, making announcements, maintaining records, contributing to training and handovers, and ensuring overall operational readiness.
- Ability to remain calm, confident, and effective under pressure in a complex, multi-stakeholder operational environment.
- Strong communication skills, with the ability to engage and adapt style for stakeholders at all levels, including external partners and authorities.
- Well-organised, flexible, and capable of multitasking and prioritising competing demands.
- Proven ability to exercise sound judgement and decision-making, particularly in high-pressure or sensitive situations.
- Experience working in a fast-paced operational environment, with good IT literacy across Windows-based and relevant systems.
- Ability to handle sensitive information with strict confidentiality and maintain professionalism.
Ideally, you will also have:
- Experience working in an airport or aviation operational role.
- Passion for building strong working relationships and delivering excellent customer service.
- High levels of personal drive, motivation, and enthusiasm to succeed.
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. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow.
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. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions.
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.
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.
