Airport Control Coordinator

Airport Control Co-ordinators are part of Heathrow’s Airport Control team in APOC, responsible for coordinating daily operational responses with support from senior leads. They manage a wide range of incidents and communications—such as alarms, emergencies, and general enquiries—by assessing situations, dispatching resources, and adapting responses as needed. ACCs also log incidents, follow standard procedures, and ensure clear, consistent communication across colleagues and stakeholders throughout the airport.

• Handle inbound calls, including 222 emergency calls, alarms (e.g. fire, panic, CPSRA), and notifications, ensuring the correct SOP or response is deployed promptly.
• Log all incident details electronically, capturing key information such as location, nature of the issue, required assistance, and any health and safety considerations.
• Communicate via radio and telephone to dispatch relevant resources and ensure responding teams have sufficient information to manage incidents effectively.
• Act as a central coordination point during incidents, sharing accurate updates with stakeholders and implementing incident management procedures with authorities and partners.
• Respond to general enquiries and ensure all alarms and calls are handled within KPI timeframes to maximise response efficiency.
• Escalate issues when needed, report system faults, and support investigations through CCTV monitoring in line with legislation.
• Support communications and operations by issuing updates, making announcements, maintaining records, contributing to training and handovers, and ensuring overall operational readiness.

• Ability to remain calm, confident, and effective under pressure in a complex, multi-stakeholder operational environment.
• Strong communication skills, with the ability to engage and adapt style for stakeholders at all levels, including external partners and authorities.
• Well-organised, flexible, and capable of multitasking and prioritising competing demands.
• Proven ability to exercise sound judgement and decision-making, particularly in high-pressure or sensitive situations.
• Experience working in a fast-paced operational environment, with good IT literacy across Windows-based and relevant systems.
• Ability to handle sensitive information with strict confidentiality and maintain professionalism.

Ideally, you will also have:
• Experience working in an airport or aviation operational role.
• Passion for building strong working relationships and delivering excellent customer service.
• High levels of personal drive, motivation, and enthusiasm to succeed.