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- Tasks: Lead a high-performing team to deliver exceptional customer service at Birmingham 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 40000 - 50000 £ 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
- 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.
Apply today and take the next exciting step in your leadership journey with Swissport. Let's create exceptional experiences together.
Head of Customer Service - Birmingham Airport employer: Swissport International
Contact Detail:
Swissport International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service - Birmingham Airport
✨Tip Number 1
Network like a pro! Reach out to people in the aviation industry, especially those at Birmingham Airport. A friendly chat can open doors and give you insider info on job opportunities.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and leadership. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your passion for customer service excellence during interviews. Share specific examples of how you've led teams to deliver outstanding service and how you handle challenges in fast-paced environments.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Customer Service - Birmingham Airport
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Head of Customer Service role. Highlight your leadership experience and any achievements in customer service to show us you're the right fit.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how your previous roles have prepared you for this position. Keep it engaging and personal!
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to lead teams and improve customer satisfaction. Numbers and examples speak volumes, so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Birmingham Airport!
How to prepare for a job interview at Swissport International
✨Know Your Stuff
Before the interview, make sure you understand the ins and outs of customer service in the aviation industry. Brush up on Swissport's values and how they align with your own. This will help you demonstrate that you're not just a fit for the role, but also for the company culture.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you motivated your team or improved performance. Be ready to discuss how you can inspire others to deliver exceptional service at Birmingham Airport.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like handling a difficult customer or managing a crisis. Practise your responses to these scenarios, focusing on your problem-solving skills and ability to maintain high standards under pressure.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Ask about the team's current challenges or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.