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. 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 budg 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. Apply today and take the next exciting step in your leadership journey with Swissport. Let's create exceptional experiences together.