Head of Customer Service - Birmingham Airport
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (58.0%).
Occupation Type
Customer service managers
Occupation Code Skill LevelMedium Skilled
Sponsorship EligibilityIneligible for Sponsorship
Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.
Disclaimer: Hunt UK Visa Sponsors aggregates job listings from publicly available sources, such as search engines, to assist with your job hunting. We do not claim affiliation with Swissport. For the most up-to-date job details, please visit the official website by clicking "Apply Now."
Description
Head of Customer Services- Birmingham Airport
Location: Birmingham Airport
Contract: Permeanent
Reporting to: Deputy Station Manager/Station General Manager
We’re looking for an experienced, people‑focused leader to take ownership of all Passenger Services operations at our station. In this role, you’ll ensure exceptional service delivery, operational excellence, and full compliance with safety, security, and quality standards—while fostering a culture of accountability, development, and continuous improvement.
Responsibilities
Operational Leadership
Location: Birmingham Airport
Contract: Permeanent
Reporting to: Deputy Station Manager/Station General Manager
We’re looking for an experienced, people‑focused leader to take ownership of all Passenger Services operations at our station. In this role, you’ll ensure exceptional service delivery, operational excellence, and full compliance with safety, security, and quality standards—while fostering a culture of accountability, development, and continuous improvement.
Responsibilities
Operational Leadership
- Lead, plan and manage all Passenger Services activities in line with company policies, procedures, financial guidelines and brand values.
- Deliver efficient, customer‑focused service solutions that meet or exceed Service Level Agreements (SLAs).
- Oversee resource planning to ensure optimal staffing and productivity.
- Review airline and vendor contracts and provide informed feedback where required.
- Monitor and analyse P&L performance, addressing variances proactively.
People Management
- Motivate, coach and develop teams to achieve high performance and maintain a positive, open feedback culture.
- Ensure fair and equitable treatment of all colleagues in line with the Swissport Just Culture model.
- Assign tasks only to trained and competent staff.
- Manage performance, development and succession planning.
- Build and maintain strong relationships with airline customers, airport authorities, Customs, Immigration, CAA and other key stakeholders.
- Meet regularly with customers to gather feedback and monitor satisfaction levels.
- Resolve customer service issues promptly, using tact and diplomacy.
- Ensure full compliance with Swissport safety, security, health, environmental and quality standards.
- Implement and maintain the Corporate QHSE Manual across Passenger Services.
- Ensure all employees understand and adhere to the Swissport Code of Conduct.
- Contribute to the preparation of budgets, strategy and business development plans.
- Support continuous improvement initiatives to enhance service delivery and operational efficiency.
- Operational: Productivity, workforce utilisation (including overtime), on‑time performance (OTP), check‑in waiting times, baggage delivery times.
- Safety: Aircraft damage, GSE/infrastructure damage, occupational accidents.
ESSENTIAL SKILLS
- You will have the ability to accept and embrace change as a constant and unpredictable feature of your working environment.
- Can communicate clearly with your people to help them understand Swissport Western Europe direction.
- University degree or equivalent, advanced degree in related field or professional certifications are advantageous.
- Excellent working knowledge of business management principles and practices, financial concepts, and key drivers of profitability and operational performance delivery.
- A minimum of 3 years’ experience with significant P&L accountability and leadership of large teams.
- Fluent spoken and written English.
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.