- Company Name
- Swissport
- Job Title
- Head of Customer Service - Birmingham Airport
- Job Description
-
Job Title: Head of Customer Service
Role Summary:
Lead and oversee all passenger service operations within the airport, ensuring superior service delivery, operational excellence, and full compliance with safety, security, and quality standards. Drive service level agreements, resource planning, and financial performance while fostering a culture of accountability, continuous improvement, and employee development.
Expectations:
• Deliver on SLAs and exceed customer expectations.
• Maintain financial targets, including P&L responsibility.
• Uphold safety, security, and QHSE standards.
• Build strong relationships with airlines, airport authorities, and other stakeholders.
• Develop and retain high-performing teams.
• Champion continuous improvement and innovation.
Key Responsibilities:
1. Operational Leadership
• Plan, coordinate, and manage all passenger services activities in line with policies, financial guidelines, and brand values.
• Ensure efficient, customer‑focused service solutions that meet or exceed SLAs.
• Plan resources to optimize staffing and productivity.
• Review vendor and airline contracts; provide feedback.
• Monitor and analyze P&L performance; address variances.
2. People Management
• Motivate, coach, and develop teams to achieve high performance and maintain a positive feedback culture.
• Assign tasks to trained and competent staff only.
• Manage performance, development, and succession planning.
3. Customer & Stakeholder Engagement
• Build and maintain relationships with airline customers, airport authorities, Customs, Immigration, CAA, and other stakeholders.
• Meet with customers regularly to gather feedback and monitor satisfaction levels.
• Resolve customer service issues promptly and diplomatically.
4. Safety, Security & Compliance
• Ensure full compliance with safety, security, health, environmental, and quality standards.
• Implement and maintain the Corporate QHSE Manual across passenger services.
• Enforce the Code of Conduct and safe working practices.
• Report and follow up on incidents and near misses; report deviations to the Station Manager.
5. Business Support
• Contribute to budget, strategy, and business development planning.
• Support continuous improvement initiatives to enhance service delivery and operational efficiency.
Required Skills:
• Leadership and people‑management for large teams.
• P&L accountability and financial acumen.
• Strong customer‑service orientation and stakeholder management.
• Excellent communication and relationship‑building.
• Problem‑solving, decision‑making, and risk management.
• Adaptability, flexibility, and resilience in fast‑paced environments.
• Commitment to safety, quality, and continuous improvement.
Required Education & Certifications:
• University degree or equivalent; advanced degree or professional certifications in business, operations, or aviation preferred.
• Minimum 3 years of experience with significant P&L accountability.
• Fluent in spoken and written English.
Birmingham, United kingdom
On site
Junior
13-03-2026