Swissport International

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Head of Customer Service - Birmingham Airport

Posted Date 1 week ago(07/05/2026 08:23)
Job ID
2026-8301
Category
Passenger
Contract
Permanent Full-Time
Location : Name
Birmingham Airport (Ground Handling)

Overview

Head of Customer Services- Lead our Frontline Excellence

Location: Birmingham 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.

Apply today and take the next exciting step in your leadership journey with Swissport.

Let's create exceptional experiences together.

 

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