Customer Service Duty Manager

We are seeking a Customer Service Duty Manager with experience of people management who will report directly into the Customer Service Manager or, in their absence, the Terminal Operations Director to support the day‑to‑day management of the team.

Role Responsibilities

Key responsibilities include:

• Oversee the shift, ensuring exemplary bespoke Customer Service is delivered at all times by the team to passengers, crews and visitors whilst promoting the Company vision and values. This includes:
• Managing staff coverage and authorising overtime in collaboration with the Customer Service Manager.
• Carrying out performance reviews and assisting the Customer Service Manager in recruitment and employee related matters when needed.
• Lead by example, performing the Customer Service Agent and Concierge duties when necessary and following company and departmental procedures at all times.
• Liaise with the Terminal Operations and Ground Handling Departments to achieve an efficient daily operation and all relevant departments involved when snow, ice or low visibility are forecast to ensure a plan of action is agreed.
• Efficiently and professionally resolve day‑to‑day staffing, operational, compliance and Customer Service issues as and when they arise, including complaints.
• Ensure all policies and procedures (SOPs) are followed by the team to maintain the highest levels of safety, security and efficiency throughout the terminal and the handling of all aircraft movements.
• Collaborate with the Training Manager to assess the training needs of the department and ensure delivery of the appropriate team and individual training programmes.
• Ensure the highest standards are maintained for department assets and the Terminal Building, carrying out appropriate routine checks and liaising with the appropriate teams, such as Housekeeping.
• Responsible for the following recording and reporting:
• Compiling a full and concise daily report containing any relevant issues pertaining to the shift and completing a handover for the oncoming shift.
• Recording delays and complaints detailing all relevant information.
• Reporting complaints immediately to a Manager.
• Attend Management and other Airport meetings as requested.
• Consistently demonstrate and encourage others to adhere to the company values of Proud, Passionate, Ambition and Together.
• Contribute to the Company’s aspiration of becoming an Employer of Choice and Responsibility in the local area by actively participating in our volunteering opportunities where possible.
• Demonstrate engagement with and adherence to the Company’s policies, procedures, guidelines, wellbeing initiatives and reporting channels to ensure all work is carried out safely and to the highest standards, including but not limited to:
• Health & Safety, Occupational Health & Safety, Compliance and Environmental standards / legislation.
• Aerodrome license and CAA standards.
• Appropriate Workplace Behaviour, UK Modern Slavery and General Data Protection & Retention (GDPR) Policies.
• Support the team with adhoc activities/tasks as reasonably requested.

About you: Skills, Qualifications and Experience

• Evidence of right to work in the UK.
• Full 5‑year employment/educational history required (with no unaccounted‑for gaps).
• Able to obtain a clear Criminal Record Check (CRC) certificate to the required security clearance level for this role.
• Able to obtain and maintain a Farnborough Airport Airside Driving Permit.
• Hold a full valid UK driving licence or equivalent.
• Experience of managing a team, ability to identify shortfalls and act accordingly.
• Excellent organisational, presentation, computer, and Customer Service skills.
• Ability to lead by example and influence others positively.
• Ability to resolve problems, make concise decisions and act accordingly.
• Superb attention to detail, understanding of a five‑star personal service and going the extra mile.
• Flexible approach and attitude to work, with the ability to work unsupervised.
• A hands‑on and proactive attitude at all times.
• Ability to communicate at all levels – both verbally and in writing.
• A good working knowledge of company Sustainability, Safety and Security requirements and procedures.

What we can offer you

• Discretionary annual bonus.
• 25 days holiday per annum (pro‑rata), plus statutory public holidays.
• Workplace pension scheme with enhanced employer contributions.
• Enhanced Company Maternity and Paternity Pay.
• Life assurance.
• Access to medical plan including a range of private treatments (after probation period).
• Health & Wellbeing app with access to discounts.
• Electric vehicle scheme (after 9 months of employment).
• Annual complimentary bike maintenance.
• Free onsite parking.
• Cycle to work scheme.
• Access to an Employee Assistance programme and helpline.
• Discount on accommodation, food and beverages at affiliated hotel.
• Discount on food/beverage at affiliated pub.
• You’ll also get all kinds of other great perks, like social events and special employee offers.

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Customer Service and Management

Industries

• Airlines and Aviation

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