At a Glance
- Tasks: Lead a dynamic customer service team and ensure exceptional service delivery.
- Company: Join a market-leading organisation in the aviation sector.
- Benefits: Competitive salary, excellent benefits, and long-term career progression.
- Other info: Opportunity for significant influence and growth within a respected organisation.
- Why this job: Make a real impact in a fast-paced environment with prestigious clients.
- Qualifications: Experience in customer service leadership, preferably in aviation or complex service industries.
The predicted salary is between 50000 - 60000 £ per year.
Are you an experienced customer service leader with a background in aviation, airlines or another fast-paced operational environment? We're recruiting for a Head of Customer Service on behalf of a well-established, market-leading organisation that provides critical services to the aviation sector. This is an exciting opportunity to lead a high-performing customer service function, ensuring exceptional service delivery to some of the industry's most demanding clients.
This is a highly visible leadership role where you'll work closely with operational, commercial and logistics teams to deliver outstanding customer experiences, drive continuous improvement and build long-term client relationships.
The Role
As Head of Customer Service, you'll lead and develop the customer service operation, ensuring customers receive a responsive, proactive and solutions-focused service. You'll be responsible for driving service excellence, managing key customer relationships, developing your team and ensuring the business consistently delivers against demanding service level agreements.
- Lead, motivate and develop the Customer Service team, creating a high-performance, customer-focused culture.
- Act as the senior point of contact for key customer relationships, ensuring exceptional levels of service.
- Build trusted relationships with major clients and internal stakeholders.
- Manage customer enquiries, escalations and service recovery to successful resolution.
- Monitor and improve customer satisfaction, service levels and operational performance.
- Work closely with Operations, Production, Transport and Commercial teams to ensure seamless service delivery.
- Analyse customer performance data, identify trends and implement continuous improvement initiatives.
- Develop and monitor KPIs, service metrics and management reporting.
- Lead customer review meetings and present performance updates to senior stakeholders.
- Identify opportunities to improve processes, efficiency and the overall customer experience.
- Support contract mobilisation, service changes and business growth initiatives.
About You
We're looking for an experienced customer service leader who thrives in a fast-moving operational environment and enjoys building strong relationships with both customers and internal teams. Experience within the airline or wider aviation sector would be highly advantageous, although candidates from other complex service-led industries will also be considered.
You’ll Ideally Have
- Experience leading a Customer Service function within aviation, airlines, airport services, commercial laundry, logistics, manufacturing or another operational B2B environment.
- A strong understanding of service delivery, customer relationship management and operational performance.
- Experience managing and developing customer service teams.
- Excellent stakeholder management and communication skills.
- A proven track record of driving customer satisfaction and continuous improvement.
- Strong commercial awareness with the ability to balance customer expectations and operational capability.
- Experience managing customer KPIs, SLAs and service performance.
- Excellent analytical and problem-solving skills.
- Confidence presenting to senior customers and internal leadership teams.
What's on Offer
Salary of £50,000–£60,000 depending on experience. Excellent benefits package. The opportunity to join a respected and growing organisation serving a prestigious customer base. A leadership role with real influence across the business. Long-term career progression within a successful organisation.
If you're a customer service leader with airline or aviation experience looking for your next challenge, we'd love to hear from you.
Head of Customer Service in London employer: Mandeville Recruitment Group Ltd
Mandeville Recruitment Group Ltd is an excellent employer, offering a vibrant work culture in the heart of Bluewater, Kent. With a focus on employee growth and development, team members benefit from competitive salaries, private medical insurance, and the chance to lead a dynamic team in a flagship store environment, making it a rewarding place for those passionate about retail management.
Contact Details:
Mandeville Recruitment Group Ltd Recruitment Team
