Head - Customer Services

The Head of Customer Services is responsible for providing strategic and operational leadership to the Customer Services function, leading a large team to consistently deliver a safe, efficient and high-quality passenger and guest experience across the airport. The role will set and drive service standards, foster a high-performance and accountable culture, optimise resources and processes and champion innovation and continuous improvement.

Responsibilities

• Provide strategic leadership and direction to the Customer Services function, establishing clear priorities, expectations and high-performance standards.
• Develop and implement customer service strategies and initiatives that enhance the guest experience and support organisational objectives.
• Lead, inspire and develop a large team, fostering a culture of ownership, accountability, collaboration and continuous improvement.
• Oversee service quality and assurance processes, monitoring performance against agreed standards and ensuring that corrective and improvement actions are effectively implemented and embedded.
• Analyse guest feedback, service metrics and operational performance to identify trends, recurring issues and opportunities for service improvement.
• Drive innovation, automation and process optimisation to improve operational efficiency while enhancing the quality and consistency of services provided to guests.
• Ensure effective workfo