Staff Support

ABM UK; Hounslow; On-site; GBP 26,000 - 32,000; Full time

Job summary

ABM UK at London Heathrow Airport is seeking a Staff Support Administrator to help keep the day-to-day operations running smoothly. Working on a site-based 4 on 4 off pattern (40.25 hours per week), you will support managers, supervisors and shift teams with rostering, attendance, and office administration.

In a fast-paced, safety-critical environment, you will maintain records, respond to staff queries, and ensure compliance with company, airport, and regulatory requirements.

Qualifications

• Experience in office administration and staff coordination.
• Experience in public-facing/high-volume environments desirable.
• Strong IT literacy; proficient in Excel, Word, Outlook and Teams.
• Excellent communication and customer service skills.

Responsibilities

• Provide day-to-day administrative support to operational managers and teams.
• Maintain secure filing systems and ensure information compliance.
• Prepare letters, reports, spreadsheets and presentations.
• Monitor office supplies and arrange replenishment.
• Maintain notices and internal communication hubs.
• Manage rostering, holidays, sickness and shift coverage within the active window.
• Coordinate return-to-work meetings and absence reviews.
• Produce floor plans and update staffing levels.
• Record staffing variations and ensure training compliance.
• Support safety, quality and compliance procedures.

Skills

Communication

Organisational skills

Customer service

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Microsoft Teams

Job description

LOCATION: London Heathrow Airport SHIFT PATTERN: 4 on 4 off shift pattern (40.25 hours per week), 6 month Contract SALARY: Competitive

OVERVIEW OF JOB DESCRIPTION

The Staff Support role provides effective administrative, organisational, and operational support to ensure the smooth day-to-day running of the Heathrow aviation operation, specifically supporting the Heathrow Passengers requiring Support (PRS) team. Working within a fast-paced, safety-critical environment, the post-holder supports managers, supervisors and shift-based teams with real-time rostering, attendance monitoring, and office administration. The role requires a high level of organisation, accuracy and professionalism, with particular emphasis on maintaining reliable records, resolving staff queries and supporting compliance with company, airport, and regulatory requirements. Operating on a site-based 4 on 4 off shift pattern (40.25 hours per week), this role is vital in delivering a consistent and high-quality passenger service across the 365-day operational schedule.

MAIN DUTIES & RESPONSIBILITIES

Office Administration

Provide day-to-day administrative support to operational managers, supervisors and other departments.

Maintain organised, secure physical and electronic filing systems to ensure information compliance.

Prepare letters, operational reports, spreadsheets, presentations and other business documentation.

Monitor office supplies and coordinate timely replenishment and stock checks.

Maintain noticeboards, employee digital communication screens and general office information hubs.

Rostering & Attendance Support

Manage real-time administrative support for holidays, sickness, shift coverage and rostering within the active operational window.

Support Line Managers with the coordination of return to work meetings and absence review meetings, ensuring actions are completed in a timely manner and a consistent approach to absence management is maintained.

Produce and maintain detailed operational floor plans to ensure optimum staffing levels.

Confirm floor plan variances and proactively initiate additional resourcing in accordance with agreed procedures and policies.

Accurately record and update the operational management team regarding any staffing variations to the operational plan.

Ensure team members are booked onto mandatory training courses to ensure they remain compliant with airport requirements.

Operational Support

Provide a professional, face-to-face contact point for administrative support to operational teams on shift.

Liaise with airport departments, customers, airlines, suppliers, and contractors as required to facilitate smooth operations.

Escalate any adverse operational situations, resourcing deficits, or emerging issues on a shift to the Terminal Delivery Manager (TDM) or appropriate managers.

Carry out any other reasonable operational tasks or projects as requested by the Operational Managers or customer representatives.

Employee Administration

Assist employees with general administrative and shift queries, directing complex HR-related matters to the appropriate department.

Support the coordination and planning of employee terminal orientation, operational meetings and team briefings.

Safety, Quality & Compliance

Work in strict accordance with company safety, security, and quality procedures at all times.

Ensure all operational work is carried out in accordance with site-specific procedures, risk assessments and training provided.

Report any health, safety, security or compliance concerns immediately through the appropriate company reporting channels.

Maintain up-to-date awareness of and compliance with relevant airport security and airside requirements.

Ensure all compliance documentation is maintained to an exemplary standard for internal and external audits.

Promote a professional, safety-conscious and compliance-focused working culture across the team.

***Please note that obtaining an airside pass is an essential requirement of this role. As part of this process, the successful candidate will be required to complete a full five-year background check, including a criminal record check.***

Previous experience

Previous experience in an office administration, business support, staff coordination, or similar role.

Experience of working in a public-facing or high-volume event environment (e.g., airport, train station, museum, concerts) is highly desirable.

Strong IT literacy, with advanced confidence and working knowledge of Microsoft Excel (for rosters and data analysis), Word, Outlook, and Teams.

Excellent communication skills, both written and verbal, with the ability to communicate professionally at all levels.

Exceptional customer service skills with a proven ability to handle staff and client queries calmly, politely, and confidently.

Strong organi