- Maintain smooth aircraft flow- Ensure aircraft arrive and depart safely with minimal delay in accordance with the published Airport Operations Plan- Leading the duty shift of Stand Planning in the Aircraft Operations Unit - Work alongside NATS and the Met Office to manage the demand profile against available airport capacity- Maximise use of runway slots and minimise restrictions, cancellations and flights operating during the Night Quota Period- Look for opportunities to improve the operational performance of airspace, runways and the airfield by taking part in and often leading initiatives to drive ATM innovations - Work with all airlines across Heathrow and encourage operational performance

- Safe co-ordination of daily apron and airfield operations- Maintaining apron and airfield safety procedures and regulatory requirements - Marshalling aircraft- Wildlife Management- Incident reporting- Liaise with Air Traffic Control, customer airlines and operators - Managing operational situations such as low visibility and snow- Handling emergencies - Carrying out airfield inspections

- Handling inbound calls around the airport (general enquiries), radio calls and emergency calls (Fire/Police/Ambulance)- Dealing with break glass activations/airside to landside doors and acting appropriately, reviewing CCTV systems - Dealing with fire alarm activations, panic alarms- Dispatching and advising the required resource and adapting as situations evolve - Working with stakeholders such as UKBF, Met Police, LAS and LFB

- Managing irregular flight operations- Making decisions to ensure customers get timely & accurate information - Working alongside internal departments to ensure customer expectations are met- Continually improve the service for customers, effective administration of all information that is used during and after events - Organising accommodation and transport for customers if there is disruption - Dealing with catering issues- Visa/Immigration refusals, understanding Timatic and using appropriately - Resolving problems which may occur at check-in, boarding, baggage issues at airports and working with handling agents

- Day to day emergency flight operations- Delays, diverts, third party cancellations - Working with other airlines, airports, cruise ship colleagues, resort representatives, third party companies such as insurance- Helping customers abroad with issues / resort issues- Re-booking flights for customers - Dealing with emergency situations such as weather, terrorism, health & safety- Making sure our customers are safe

- Check in passengers making sure all documentation is valid and correct, asking correct security questions and process all relevant airline documentation - Operating computer systems such as Babel (Flybe), LCDS and FIDs- Process passengers through boarding gate by checking all documentation and escorting passengers to aircraft, boarding announcements, basic gate control- Helping passengers that need special assistance when traveling including, nervous flyers, unaccompanied minors, wheelchair passengers etc.

University Placement - Landside and Airside role involving check-in passengers, boarding passengers at the gate, making sure all documentation, passports and boarding cards are correct. Duties also involved working at the reception to the First and Business class lounges.