Airport Customer Service Leader — Frontline Excellence

Swissport; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

Swissport at Stansted Airport seeks a Head of Customer Services to lead our frontline excellence across airport operations. This permanent role will manage a high-performing team, deliver against airline SLAs and ensure passengers receive outstanding service every day.

You'll drive performance, champion safety and compliance, and build strong relationships with airlines and internal teams while sustaining a culture of service excellence in a fast-paced environment.

Qualifications

• 3–5 years' front facing customer service experience with proven results delivery.
• Experience with P&L responsibility (aviation industry experience preferred).
• Managerial/supervisory experience leading and developing teams.
• Excellent organisational and communication skills.
• Ability to work in all weather conditions and follow SOPs.

Responsibilities

• Lead & Inspire: Manage and motivate teams through open feedback and regular performance conversations; deliver great service to airline customers.
• Drive Performance: Plan resources, create rosters, monitor KPIs, manage budgets and ensure smooth inbound/outbound operations.
• Champion Safety & Compliance: Ensure compliance with safety, security and environmental procedures; apply QHSE standards.
• Communicate & Deliver: Conduct team meetings, shift handovers and 1-2-1s; meet airline SLAs and regulatory standards.

Skills

Frontline leadership

Customer service

P&L responsibility

Team management

Organisational skills

Communication skills

Job description

Swissport at Stansted Airport seeks a Head of Customer Services to lead our frontline excellence across airport operations. This permanent role will manage a high-performing team, deliver against airline SLAs and ensure passengers receive outstanding service every day.

You'll drive performance, champion safety and compliance, and build strong relationships with airlines and internal teams while sustaining a culture of service excellence in a fast-paced environment.