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.
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Head of Customer Service - Stansted Airport employer: Swissport International AG
Aspire Executive Lounges is an exceptional employer, offering a dynamic work environment at Edinburgh Airport where you can thrive in the fast-paced travel and hospitality sector. With a commitment to employee growth through industry-recognised training and a comprehensive recognition scheme, we ensure our team members feel valued and supported. Enjoy benefits like free meals during shifts, discounted retail access, and the opportunity to connect with a diverse range of guests every day, making your work both meaningful and rewarding.
Contact Details:
Swissport International AG Recruitment Team
