Head of Customer Service - Stansted Airport

Overview

Head of Customer Services- Lead our Frontline Excellence

Location: Stansted 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 budg

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.