Head of Customer Service - Stansted Airport

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.

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

Let's create exceptional experiences together.