Airport Control Shift Lead

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.

• Experience working within a 24/7 operational, control room, command-and-control, or similarly fast-paced operational environment.
• Proven ability to manage operational incidents and make effective decisions in time-critical situations.
• Strong stakeholder engagement and communication skills, with the ability to collaborate across multiple operational functions.
• Experience leading, coordinating, or directing teams to deliver safe, efficient, and customer-focused operations.
• Ability to manage competing priorities, assess risk, and maintain operational performance under pressure.
• Demonstrable ability to use operational systems, monitor performance, escalate critical issues appropriately, and handle confidential or sensitive information with discretion and professionalism.

• Previous line management experience, including coaching, performance management, and team development.

  Ideally:

• Experience within an airport, aviation, transportation, emergency services, or other critical operational environment.
• Knowledge of Heathrow's operational environment and key operational stakeholders.
• Experience working in an emergency response, incident management, or high-pressure environment.
• Experience identifying and implementing process improvements to enhance operational performance and customer outcomes.

• 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.