Head of Customer Service

Are you an experienced customer service leader with a background in aviation, airlines or another fast-paced operational environment?

We're recruiting for a Head of Customer Service on behalf of a well-established, market-leading organisation that provides critical services to the aviation sector. This is an exciting opportunity to lead a high-performing customer service function, ensuring exceptional service delivery to some of the industry's most demanding clients.

This is a highly visible leadership role where you'll work closely with operational, commercial and logistics teams to deliver outstanding customer experiences, drive continuous improvement and build long-term client relationships.

As Head of Customer Service, you'll lead and develop the customer service operation, ensuring customers receive a responsive, proactive and solutions-focused service.

You'll be responsible for driving service excellence, managing key customer relationships, developing your team and ensuring the business consistently delivers against demanding service level agreements.

• Lead, motivate and develop the Customer Service team, creating a high-performance, customer-focused culture.
• Act as the senior point of contact for key customer relationships, ensuring exceptional levels of service.
• Build trusted relationships with major clients and internal stakeholders.
• Manage customer enquiries, escalations and service recovery to successful resolution.
• Monitor and improve customer satisfaction, service levels and operational performance.
• Work closely with Operations, Production, Transport and Commercial teams to ensure seamless service delivery.
• Analyse customer performance data, identify trends and implement continuous improvement initiatives.
• Develop and monitor KPIs, service metrics and management reporting.
• Lead customer review meetings and present performance updates to senior stakeholders.
• Identify opportunities to improve processes, efficiency and the overall customer experience.
• Support contract mobilisation, service changes and business growth initiatives.

We're looking for an experienced customer service leader who thrives in a fast-moving operational environment and enjoys building strong relationships with both customers and internal teams.

Experience with in the airline or wider aviation sector would be highly advantageous, although candidates from other complex service-led industries will also be considered.

• Experience leading a Customer Service function within aviation, airlines, airport services, commercial laundry, logistics, manufacturing or another operational B2B environment.
• A strong understanding of service delivery, customer relationship management and operational performance.
• Experience managing and developing customer service teams.
• Excellent stakeholder management and communication skills.
• A proven track record of driving customer satisfaction and continuous improvement.
• Strong commercial awareness with the ability to balance customer expectations and operational capability.
• Experience managing customer KPIs, SLAs and service performance.
• Excellent analytical and problem-solving skills.
• Confidence presenting to senior customers and internal leadership teams.

• Salary of £50,000–£60,000 depending on experience.
• Excellent benefits package.
• The opportunity to join a respected and growing organisation serving a prestigious customer base.
• A leadership role with real influence across the business.
• Long-term career progression within a successful organisation.

If you're a customer service leader with airline or aviation experience looking for your next challenge, we'd love to hear from you.

Keywords: Head of Customer Service, Customer Service Manager, Customer Experience Manager, Airline Operations, Aviation, Ground Handling, Airport Services, Customer Success, Service Delivery, Operations Manager, B2B Customer Service, Commercial Laundry, Logistics, Supply Chain, Hospitality Services, Client Services, SLA Management, Continuous Improvement.