Customer Service Manager

Swissport; Dublin; On-site; EUR 60,000 - 80,000; Full time

Job summary

A global aviation leader is seeking a Customer Service Manager at Dublin Airport. The successful candidate will lead front-line teams in delivering outstanding service and build strong relationships with clients. Essential qualifications include previous management experience and excellent people skills. Join and shape the future of customer service at one of Ireland's busiest airports.

Qualifications

• Previous customer service management experience within large organisations.
• Great people skills with confidence in face-to-face interactions.
• Experience working with KPIs and service level agreements.
• Ability to lead a team in a fast-paced environment.
• Strong communication and organisation skills.
• Aviation, transport or hospitality experience is advantageous.

Responsibilities

• Lead and motivate customer-facing teams to deliver exceptional service.
• Build and maintain strong client relationships.
• Monitor and manage performance against SLAs and KPIs.
• Resolve operational issues to maintain smooth service flow.
• Collaborate with internal departments for resource planning.
• Coach and develop staff for continuous improvement.
• Respond to customer feedback to enhance service.

Skills

People skills

KPI Management

Strong communication

Job description

Overview

Customer Service Manager

Location: Dublin AirportContract: PermanentReporting to: Station Manager, Swissport UK&I

Are you passionate about delivering outstanding passenger experiences in a fast-paced airport environment? We're looking for a driven and experienced Customer Service Manager to lead front-line teams and ensure smooth, professional service delivery within our aviation operations.

Responsibilities

• Lead and motivate customer-facing teams to deliver exceptional passenger and customer service

• Build and maintain strong face-to-face client relationships, including airlines and stakeholders.

• Monitor and manage performance against SLAs and KPIs for service excellence

• Resolve operational issues promptly to maintain smooth service flow

• Collaborate with internal departments to coordinate staffing and resource planning

• Coach and develop staff, fostering a culture of teamwork, accountability, and continuous improvement

• Respond to customer feedback and implement service enhancement measures

Qualifications

• Previous customer service management experience within large organisations. (essential)

• Great people skills with confidence in face-to-face interactions (essential)

• Experience working with KPIs and service level agreements (essential)

• Ability to lead a team in a fast-paced environment

• Strong communication and organisation skills

• Aviation, transport or hospitality experience is advantageous.

Join a global aviation leader that’s committed to safety, service, and employee development. This is your chance to shape the future of customer service at one of Ireland’s busiest airports—while building relationships that elevate performance and inspire loyalty.

Ready to take off with us? Apply today and bring your leadership to life.