Head of Customer Service - Birmingham Airport

Job description

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 les...