At a Glance
- Tasks: Lead a high-performing team to deliver exceptional customer service at Stansted Airport.
- Company: Join Swissport, a global leader in aviation services with a people-focused culture.
- Benefits: Enjoy career progression, training opportunities, and a dynamic work environment.
- Other info: Embrace a culture of teamwork, diversity, and continuous improvement.
- Why this job: Make a real impact in a fast-paced setting where no two days are the same.
- Qualifications: 3-5 years in customer service management with strong leadership skills.
The predicted salary is between 45000 - 55000 £ per year.
Overview
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
- 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 budget
Qualifications
What We're Looking For
- 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.
Head of Customer Service - Stansted Airport in London 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
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service - Stansted Airport in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Swissport International AG. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Swissport International AG before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Service - Stansted Airport in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Swissport International AG:Your cover letter is your chance to shine! Tell us why you want to work at Swissport International AG specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Swissport International AG!
How to prepare for a job interview at Swissport International AG
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
