Job details

Various locations

Sorry, this vacancy is now closed

Duty Manager
Various locations
Contract type
Service proposition
Closing date

At Heathrow Express, we’re all about extending the Heathrow experience beyond the terminals. Established over 20 years ago, we provide an industry-leading service to the 18,000 people we help travel between the airport and central London each day.

Join us as a Duty Manager, and you’ll support our aim of offering the best airport transfer service in the world. Whether we’re pointing people to the quietest part of the train, keeping everything running like clockwork or giving advice on London attractions, we all take great pride in delivering a truly exceptional, personalised transfer service. Not only that, but our team enjoys the best of both worlds. On the one hand, we’re a, close-knit group with a friendly, supportive culture. But because we’re part of Heathrow, you’ll also have access to a wealth of training and development opportunities.

It means this is a chance to build your career in an organisation that matters to millions. Heathrow is very much a city within a city focused on creating great experiences for the 210,000 (and counting) passengers who pass through it each day. Life here means exploring unlimited opportunities. And making a real difference to people who are travelling to all sorts of places for all sorts of different reasons.

Join Heathrow and be an incredibly important part of the 6 million rail journeys we make happen each year.

Your role will involve:

  • Monitoring day to day train service and contractor performance
  • Support Heathrow Express commercial and contracted customer facing teams to deliver optimum customer experience
  • Taking the lead when dealing with incidents and implementing emergency procedures
  • Developing Standards, policies and projects to improve train service
  • Managing the contract KPIs and developing and presenting data at contract reviews

These skills are essential:

  • A passion for working in a front-line operations environment
  • Stakeholder management skills with experience of working collaboratively with contractors
  • The ability to manage incidents effectively and handle investigations

Ideally, you’ll also have:

  • Experience of working in a rail operations environment
  • Working knowledge of performance systems and applications

Our rewards:

As well as competitive salaries, we’re committed to providing a whole host of great benefits that make this an even more rewarding place to work. They include an excellent pension scheme and life assurance. Not only that, when you get here, we’ll nurture your skills and do all we can to help you reach your full potential.

A career with us also means being part of an organisation that cares about the community. Our plan is to meet growing passenger demand in a sustainable way that creates a positive impact on our community – and the environment. That’s why, by 2030, we want at least half of all journeys to the airport to be made by public and sustainable transport. We have a range of initiatives designed to help people to get to and from work sustainably, from subsidised public transport through to car sharing and a Cycle to Work scheme – as part of the Heathrow Express team, you’ll get 75% off national rail travel.

Join us, and you’ll have everything you need to succeed and explore the countless career destinations that are available here.

As an equal opportunities employer, we encourage applications from a diverse range of individuals. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. At Heathrow we’re an accessible place to work, driven by inclusivity and celebrating individuality.