Job Description

The Engineering Help Centre Advisor crucial for delivering exceptional customer service and resolving issues for Engineering stakeholders across the airport. As the first point of contact you will operate telephone, digital and administrative communications with efficiency. The main responsibility for this role includes using various computer systems to competently manage and resolve customer issues, ensuring adherence to service level agreements (SLA’s).

Please note this is a 12 month fixed term contract.

• Working across a range of computer-based systems and data platforms, including Maximo, Works Approval, Salto and historical databases.
• Applying sound judgement to determine when further action or escalation is required.
• Providing clear, accurate and meaningful updates on work progress via email, text message and telephone.
• Communicating confidently with a wide range of internal and external stakeholders, asking the right questions to gather essential information. Although most communication will be telephone-based, face-to-face interaction is also an important aspect of the role.
• Liaising closely with delivery teams to continually review and adjust work allocations, ensuring optimal use of resources.
• Ensuring all calls to Engineering Operations are answered within agreed SLAs.

• Experience working with multiple computer systems such as Maximo, Works Approval, Salto, etc.
• Strong customer service skills and a professional, confident telephone manner.
• Excellent written and verbal communication skills, with the ability to engage effectively at all levels and maintain professionalism with colleagues, customers and business partners.
• Flexibility to work 12‑hour core shifts, including both days and nights.

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.