Heathrow VIP Services Manager

Heathrow VIP Services Manager

Location: Heathrow Airport
Role: Full Time | Management

Are you an experienced operational leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, high-profile environment where attention to detail, discretion and service excellence are paramount?

We are seeking an outstanding Heathrow VIP Station Manager to lead the day-to-day operation of our prestigious Heathrow VIP service. This is a unique opportunity to oversee a premium service that delivers seamless, personalised and discreet journeys for some of the airport's most valued guests. The role is accountable for operational performance, people leadership, commercial delivery and continuous improvement across the Heathrow VIP operation.

What you'll be doing

• Leading the delivery of a world-class VIP guest experience across the Heathrow VIP operation.
• Driving operational excellence and ensuring the achievement of all contractual KPIs, service levels and customer expectations.
• Providing inspirational leadership, coaching and development to managers and frontline leaders.
• Embedding a culture of accountability, engagement, continuous improvement and service innovation.
• Using data, guest feedback and operational insight to identify trends, improve performance and enhance the guest journey.
• Building and maintaining strong relationships with Heathrow Airport stakeholders, airlines, ground handlers and support functions.
• Ensuring full compliance with aviation security, health and safety, regulatory and contractual requirements.
• Managing workforce planning, recruitment, training, succession planning and budget performance

Why Join Us?

• Annual leave entitlement of 25 days plus bank holidays
• Lifestyle Benefits – Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme.
• Learning & Development – we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.
• Health and Wellbeing – Life assurance scheme, access to mental health support specialists
• Access to an Online GP for you and your dependents.
• Financial support
• Discounts on hundreds of retail sites
• Cycle to Work scheme

About you

We're looking for a confident and visible leader who can inspire high-performing teams and consistently deliver exceptional results.

You will have:

• Proven experience leading customer-facing operational teams within aviation, hospitality, travel or another premium service environment.
• A strong track record of delivering outstanding customer or guest experiences.
• Excellent leadership, coaching and stakeholder management skills.
• Experience driving operational change and continuous improvement initiatives.
• Strong analytical capabilities, including performance analysis and root cause investigation.
• Commercial awareness with experience managing budgets and operational resources.
• Knowledge of aviation operations, airport environments, security and compliance requirements.
• The ability to remain calm, decisive and guest-focused within a demanding operational environment.
• Strong IT and data analysis skills with the ability to convert insight into action

Please be aware that, on occasion, we may close a vacancy earlier than the advertised deadline if we receive a high volume of strong applications

Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis.
Wilson James have been raising standards in security, construction logistics, aviation services, and technology for over 30 years. With 5,000 employees and a presence across over 300 client sites all over the UK, we are dedicated to delivering tailored solutions and top-tier customer service. As a leading managed service provider, we prioritise safety, efficiency, and customer satisfaction. Joining Wilson James offers the excitement of working with diverse, vibrant clients, making for a dynamic and engaging workplace.

Internal Applicants
At Wilson James, we support career growth and offer internal mobility to help employees explore new roles and advance within the company. Committed to promoting from within, we provide clear career pathways and continuous skill development. Unlock your potential by applying for exciting internal opportunities and new challenges
If you are currently employed under TUPE terms and conditions, please note that successful appointment to this role will be on Wilson James standard terms and conditions.