OverviewHead of Customer ServiceLocation: Dublin AirportContract: PermanentSwissport UK&I is seeking a Head of Customer Service to oversee customer service operations at Dublin Airport, ensuring exceptional service delivery and operational efficiency. Reporting to the Swissport Station Manager, this role is pivotal in driving customer satisfaction, safety, and business growth while leading a diverse workforce.ResponsibilitiesSafety LeaderAssures all employees comply with company rules and procedures and other authority requirements like Health and Safety guidelinesTo ensure that all people management practices, procedures and processes are implemented consistently across the airport.Implements and monitors the local emergency plan and BCP.Accountable for maintaining a safe work environment through the completion of workplace assessments, trend analysis and performance reviews.P&L ManagementAccountable for the preparation of the operating budgets for the following year for prior approval by the Station Manager.Continuously analyse financial and operational performance and forecast data to identify trends and to determine progress toward targets. Proactively identify and capture improvement potential where possible.Leadership and Stakeholder ManagementEstablish strong leadership with unit Heads and upper supervisory staff through excellent communication skills and by ensuring a positive work environment.Skills in project management and change management experience.Solves conflicts/irregularities and takes appropriate action.Interpersonal and collaborative skills to influence other areas of the business and teams.Striving to continuous improvement, through positive people management.Setting robust goals and objectives to facilitate people development.Playing an active part through mentoring and coaching in developing the talent pipeline.Support continual employee engagement to reduce team member attrition rates as an employer of choice.Building strong Trade Union relationships.Developing and coaching talent within the business.Quality Focus, Service Delivery and Operational EfficiencyEnsuring efficient Resource Planning (manpower, equipment) in collaboration with the planning and resourcing teams.To manage /co-ordinate operations with station management teams to ensure required resources are available in order to deliver consistently high standards.Monitor and control KPIs such as customer service, operational performance and financial performance on a foundation of safety.Address and respond to complaints promptlyEnsure that administrative and control policies and procedures are maintainedBusiness Growth and StrategyIs expected to have an entrepreneurial approach to seek and act on opportunities and challenges to maximise the full business potential in the market.Challenging the operational status quo to support improved business performance and growth.Responsibility to develop and enhance the customer relationship at an operational level as well as ensure that any new business/ renewal is commercially aligned and supports delivery of the stations P+L objectives.Relationship BuilderSuccessfully build and develop relationships and complete trust within the business, with particular emphasis on the Head of Department peer group and Business unit Heads, plus relevant central support functions (eg, Finance, HR, Operations Support and QHSE)Maintain close and effective business relationships with customers, trade unions and various control authorities such as Airport Management, and other regulatory bodies.Drive a customer centric culture through your teams, creating an environment that focuses on understanding our customers' needs and their changing business priorities to continually seek to create value and become a true partner of choice understanding the business impact.QualificationsAbility to embrace change in a dynamic environment.Strong communication and relationship-building skills.Collaborative mindset with a flexible and adaptable approach.Commitment to continuous improvement and service excellence.High personal and professional integrity.Strong organizational skills, attention to detail, and ability to prioritize workloads.Qualifications & Experience:University degree or equivalent; advanced degrees or professional certifications are advantageous.Strong business management knowledge, including financial concepts and profitability drivers.Minimum 3 years’ experience with P&L accountability and leadership of large teams.Fluent spoken and written English.This role offers a unique opportunity to shape customer service operations, drive business success, and lead a high-performing team at Dublin Airport.
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