Head of Customer Service

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Overview

Head of Customer Service - UK&I Stations
Location: Flexible across UK&I Stations
Employment Type: Full-time, Permanent

Ready to lead exceptional customer service and operational excellence? As Head of Customer Service, you'll take charge of daily operations, inspire teams, and drive strategic outcomes that set the standard for Swissport's airport operations across the UK & Ireland.

Responsibilities

Operational Leadership:

• Oversee Swissport's customer service operations, including lounges, ensuring delivery of high-quality performance aligned with corporate goals.
• Drive safety excellence, ensuring compliance with Health & Safety standards and emergency protocols.
• Lead financial planning and operational budgets, analysing performance to meet and exceed targets.

Team Development & Stakeholder Engagement:

• Inspire and coach a diverse team, promoting engagement, reducing attrition, and building future talent.
• Collaborate with station management and planning teams to ensure resources are effectively deployed.
• Build strong relationships with trade unions, customers, regulatory bodies, and airport authorities.

Strategic Growth & Continuous Improvement:

• Innovate and implement initiatives to enhance business growth and operational efficiency.
• Maintain customer-centric leadership, addressing feedback to consistently improve service delivery.
• Use data-driven insights to monitor KPIs, forecast trends, and optimize performance.

Qualifications

• Experience: Minimum of 3 years in a senior leadership role with P&L accountability and managing large teams.
• Skills: Proficient in team leadership, financial management, and operational performance monitoring.
• Mindset: Adaptable, forward-thinking, and committed to continuous improvement.
• Qualifications: University degree or equivalent, with advanced certifications being an advantage.

What You'll Bring

• A collaborative approach to solving challenges and influencing stakeholders.
• Excellent organisational skills, with the ability to prioritise and thrive in a fast-paced environment.
• Strong communication and interpersonal skills to foster trust and engagement across teams and customers.