Job Description

About the role

Reporting to the Senior Manager, Home Relocation Services, this role is at the heart of delivering and shaping Heathrow’s Home Relocation Support Service (HRSS). The HRSS is a key part of our property acquisition approach for the proposed third runway, helping homeowners navigate compensation and relocation with confidence, in line with the Airports National Policy Statement (ANPS).

Why this matters

Over the coming years, Heathrow will need to acquire around 750 homes within the Compulsory Purchase Zone (CPZ) to support our expansion. Behind every home is a person, a family, and a story. For many, this may be their first move - or a move they never expected to make.

That’s why the HRSS exists. Our goal is simple: to make what can be a complex and emotional journey feel as straightforward, transparent and supported as possible. We’re committed to providing practical help, clear guidance and - most importantly - genuine empathy every step of the way.

What you’ll do

In this role, you’ll help ensure every homeowner receives a fair, consistent and compassionate experience. You’ll coordinate day-to-day activity, support meaningful engagement with residents and community groups, and maintain high-quality records and reporting. Working closely with internal teams and external partners, you’ll play a vital role in turning our commitment into a service people can trust.

You’ll need to be highly organised, detail-focused, and confident communicating with a wide range of stakeholders - always bringing clarity, professionalism and care to every interaction.

• Support the day‑to‑day delivery of the Home Relocation Support Service (HRSS), ensuring homeowners receive a consistent, empathetic, and high‑quality service, while contributing to continuous improvement through feedback and insights.
• Use case data and resident feedback to identify individuals who may require additional support, escalating risks and coordinating engagement activities such as drop‑in sessions, local surgeries, and targeted communications.
• Work closely with Property teams to support the progression of acquisitions, coordinating information requests, tracking actions, resolving barriers, and ensuring homeowners are kept informed throughout the process.
• Support the management of third‑party service providers and case administration activities, maintaining service quality, compliance, accurate records, and robust audit trails in line with data protection requirements.
• Prepare and deliver clear, accessible communications for residents, homeowners, and community groups, responding to enquiries, capturing feedback, and sharing insights to enhance the customer experience.
• Build effective relationships across Communities, Property, Legal, and external stakeholders, while providing governance and reporting support through performance tracking, risk and issue management, meeting coordination, and stakeholder engagement activities.

• Experience supporting stakeholder engagement or customer/community-facing services, with the ability to build trusted relationships and handle enquiries professionally.
• Strong communication skills (written and verbal) with the ability to produce clear correspondence, briefings and updates for a range of audiences.
• Good judgement and resilience, with the confidence to escalate sensitive or complex issues appropriately and work within agreed policies and processes.
• Strong organisational skills, able to coordinate multiple activities, manage actions and maintain accurate records and trackers.
• Strong collaboration skills, able to work effectively with cross-functional colleagues and third-party providers.
• Analytical and detail-focused, able to identify themes, maintain high-quality data, and support performance reporting and continuous improvement.
• Competent using Salesforce (or similar CRM/case management tools) and Microsoft Office to maintain accurate records, audit trails and reporting.

Ideally, you will also have

• Knowledge of property acquisition/compensation processes, customer service delivery, or maintaining web/digital content to support community-facing services.

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 end the day 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

Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of HeathrowWorking arrangements vary from team to team and will be confirmed during the recruitment process. You’ll need to be based in the UK and within a commutable distance to Heathrow.

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. With five diversity networks, we champion inclusivity and celebrate individuality.