Regional Cargo Customer Service Manager

Qatar Airways; Hounslow; On-site; GBP 90,000 - 120,000; Full time

Job summary

Qatar Airways, based in London, United Kingdom, is seeking a Regional Cargo Customer Service Manager responsible for end-to-end customer service performance, operational excellence, and service transformation across the assigned region.

In this role you will lead regional customer service activities, drive continuous improvement, manage KPI performance and partner with Sales, Operations, Pricing, Inventory Management, Billing and Digital teams to deliver best-in-class cargo customer service.

Qualifications

• Bachelor's Degree or equivalent with a minimum of 4 years of job-related experience, or High School/Vocational Qualification/Diploma with a minimum of 5 years of job-related experience.

Responsibilities

• Manage regional customer service performance and service levels across customer service activities.
• Lead customer service transformation and standardisation initiatives across the region.
• Drive continuous improvement and cost-efficient service delivery.
• Act as the regional escalation point for customer service issues and strategic customers.
• Monitor KPIs, productivity and service quality metrics.
• Reduce avoidable customer queries through root cause analysis and process improvement.
• Optimise customer touchpoints and support first-contact resolution.
• Partner with Sales, Operations, Pricing, Inventory Management, Billing and Digital teams.
• Lead, coach and develop customer service teams and support succession planning.
• Ensure compliance with SOPs, governance requirements and quality standards.

Education

Bachelor's Degree or equivalent with a minimum of 4 years of job-related experience, or High School/Vocational Qualification/Diploma with a minimum of 5 years of job-related experience.

Job description

General Information

Ref # 235519

Location: United Kingdom-London Heathrow

Job family: Cargo & Airport Operations

Closing Date: 2026-11-24

About the Role

Based in London, United Kingdom, the Regional Cargo Customer Service Manager is responsible for end-to-end customer service performance, operational excellence and service transformation across the assigned region.

Key Responsibilities

• Manage regional customer service performance and service levels across customer service activities.
• Lead customer service transformation and standardisation initiatives across the region.
• Drive continuous improvement and cost-efficient service delivery.
• Act as the regional escalation point for customer service issues and strategic customers.
• Monitor KPIs, productivity and service quality metrics.
• Reduce avoidable customer queries through root cause analysis and process improvement.
• Optimise customer touchpoints and support first-contact resolution.
• Partner with Sales, Operations, Pricing, Inventory Management, Billing and Digital teams.
• Lead, coach and develop customer service teams and support succession planning.
• Ensure compliance with SOPs, governance requirements and quality standards.

Qualification

Be Part of an Extraordinary Story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You'll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what has never been done before. Together, everything is possible.

About You

• Bachelor's Degree or equivalent with a minimum of 4 years of job-related experience, or High School/Vocational Qualification/Diploma with a minimum of 5 years of job-related experience.
• Experience driving operational discipline, SOP compliance and quality assurance.
• Management experience.
• Strong leadership and people-management skills with the ability to lead regional or multi-station teams.
• Solid understanding of cargo customer service operations, including reservations, customer care, claims and booking-to-cash processes.
• Experience managing KPIs, service levels and operational performance in a high-volume environment.
• Strong analytical, problem-solving and stakeholder management skills.
• Excellent written and spoken English communication skills.
• Current legal right to live and work in the United Kingdom.

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We have grown fast, broken records and set trends that others follow. We dare to achieve what has never been done before.