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
- 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.
Customer & Stakeholder Engagement
- 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.
Safety, Security & Compliance
- 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.
- Guarantee safe working practices, correct use of equipment and adherence to all safety rules.
- Ensure all incidents and near misses are reported and followed up appropriately.
- Escalate decisions requiring deviation from procedures to the Station Manager.
Business Support
- Contribute to the preparation of budgets, strategy and business development plans.
- Support continuous improvement initiatives to enhance service delivery and operational efficiency.
Key Performance Indicators
- 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.
Qualifications
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.
- Be able to build positive and trusting relationships.
- Be open to different opinions and seek a collaborative approach.
- Embrace an ideas culture to enable teams to create an agile edge.
- Promote flexibility, adaptability and agility in order to enable contingency time.
- Demonstrate a sense of urgency and the desire to improve the delivery of services and a commitment to continuous improvement.
- Personal and professional integrity of the highest order
- Excellent organisational abilities, attention to detail, able to prioritise workloads and work effectively to deadlines in a fast-paced complex environment.
Qualifications And Competencies
- 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.
