Head of Customer Services - Lead our Frontline Excellence
Location: Birmingham Airport
Contract: Permanent
Reporting to: Deputy Station Manager/Station General Manager
Step into a pivotal leadership role where you'll drive exceptional customer service across our airport operations. Lead a high-performing team, deliver against airline SLAs, and create a culture where people thrive and passengers experience outstanding service every day.
If you're a results-driven leader who loves the energy of airport operations and knows how to bring out the best in people this is your next move.
Responsibilities
What You'll Do
Lead & Inspire
* Manage and motivate teams through an open feedback culture and regular performance conversations
* Lead by example to consistently deliver great service to airline customers
* Build strong relationships with airlines, airport stakeholders and internal teams
Drive Performance
* Plan and deploy resources efficiently, creating rosters that meet operational demands
* Monitor KPIs, manage budgets and identify solutions to stay on track
* Ensure seamless operation of inbound and outbound flights
* Conduct investigations on incidents and implement lessons learned
Champion Safety & Compliance
* Ensure full compliance with all Swissport and airline safety, security and environmental procedures
* Deploy the Corporate QHSE Manual and maintain high safety standards
* Assign tasks only to competent, trained staff
* Report and follow up all incidents and near misses appropriately
Communicate & Deliver
* Drive clear communications through team meetings, shift handovers and 1-2-1s
* Meet airline SLA targets and regulatory standards
* Keep senior management informed of critical operational issues
* Deliver results whilst maintaining service excellence and staying within budget
Qualifications
What We're Looking For
Essential
* 3–5 years' front facing customer service, line manager experience with proven results delivery
* Experience with P&L responsibility (aviation industry preferred)
* Managerial/supervisory experience leading and developing teams
* Excellent organisational and communication skills
* Ability to work in all weather conditions
* Commitment to following Swissport's Standard Operating Procedures
Your Mindset
* Passionate about customer service excellence
* Thrive in fast-paced, dynamic environments
* Lead by example with high personal standards
* Commercially minded without compromising safety
* Believe in developing people and building winning teams
Why Swissport
* Global leader in aviation services with opportunities to grow across a worldwide network.
* People‑focused culture that values teamwork, diversity and development.
* Real impact in a fast‑paced, customer‑facing environment where no two days are the same.
* Strong commitment to safety, quality and professionalism in everything we do.
* Career progression supported by training, development pathways and internal mobility.
* Forward‑thinking organisation investing in innovation, technology and continuous improvement.
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