Customer Service Team Leader

Join to apply for the Customer Service Team Leader role at Menzies Aviation
.

Overview

People. Passion. Pride. This is what has driven our teams since 1833. Since that time, we have developed to become a critical partner in the global aviation industry, delivering time‑critical logistics services at 350 locations in more than 65 countries, across six continents. But at the heart of our business is our people.

Role Purpose

Reporting to the FOH Duty Manager, responsibilities include delivering world‑class service to our airline customers. This role will require carrying out any FOH duties as documented in the Customer Service Agent Job Description whenever required, whilst ensuring clear oversight and accountability of all FOH focused areas and staff within a defined area of the FOH operation.

What You Will Be Doing

• Ensure all customers are processed using an automated DCS or manual system, ensuring full compliance with regulatory, company and airline requirements.
• Promote and deliver a professional image at all times.
• Lead the team to ensure safe, on‑time departures for all airline customers.
• Deliver consistently the highest possible customer service at all times.
• Manage disruption and irregularities with confidence and composure, assisting and organising rebooking for passengers onto alternate travel, organising HOTAC and completing disruption handling reports for airline & local management.
• Oversee and work across all customer service departments including check‑in, departures and arrivals.

Safety, Security, Wellbeing and Compliance

As part of your duty you will take reasonable care of the health, safety and wellbeing of yourself and others. Menzies Aviation is committed to a safe working environment, prohibits misuse of alcohol and drugs, and enforces its Substance Misuse Policy through regular testing.

What We Are Looking For

• Experience of ground handling practices with detailed knowledge of Passenger Service, FOH & ticketing functions.
• Customer and safety focus.
• A respectful, friendly and supportive approach.
• Reliability, punctuality and organisational skills.
• Flexibility and ability to adapt to changing priorities.
• Good working knowledge of airline standards.
• Proactive, forward‑thinking and trustworthy.
• Excellent people and leadership skills and communication ability.

Diversity

Menzies Aviation is a committed equal opportunity employer and encourages applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. We strive to create an inclusive working environment where the different knowledge, perspectives, experiences and approaches of our global workforce are represented.

Application Instructions

Is this role ticking all the boxes for you? If so, please click apply now!

• Mid‑Senior level

• Full‑time

• Other

• Airlines and Aviation