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.ResponsibilitiesProvide strategic leadership and direction to the Customer Services function, establishing clear priorities, expectations and high-performance standardsDevelop and implement customer service strategies and initiatives that enhance the guest experience and support organisational objectivesLead, inspire and develop a large team, fostering a culture of ownership, accountability, collaboration and continuous improvementOversee service quality and assurance processes, monitoring performance against agreed standards and ensuring that corrective and improvement actions are effectively implemented and embeddedAnalyse guest feedback, service metrics and operational performance to identify trends, recurring issues and opportunities for service improvementDrive innovation, automation and process optimisation to improve operational efficiency while enhancing the quality and consistency of services provided to guestsEnsure effective workforce and resource planning in line with operational requirements, service demand and approved budgetsDrive employee engagement, performance and retention, ensuring that individual and team objectives are aligned with departmental and organisational prioritiesWork collaboratively with internal departments and external stakeholders to deliver a consistent and cohesive approach to improving the overall airport guest experienceEnsure departmental operations comply with applicable company policies, service standards, procedures and stakeholder requirementsPlan departmental operations around passenger traffic, flight schedules, events, disruption scenarios and changing business needs, ensuring appropriate structures, resources and escalation channels are in place to support effective service delivery across the terminal and relevant VIP service areasAct as the senior escalation point for complex guest matters, service failures and departmental operational issues, and maintain effective risk, incident escalation, business continuity and service recovery arrangementsOversee key departmental processes, including guest assistance, Lost and Found administration, VIP service coordination and other assigned servicesWork with People & Culture on recruitment, onboarding, performance management, succession planning, employee relations and organisational development, while identifying training needs and promoting collaboration, wellbeing and a safe working cultureBuild and maintain strong relationships with airlines, ground handlers, concessionaires, service providers and relevant external stakeholders, coordinating action on recurring service issues, agreed standards and corrective measuresRepresent Customer Services in operational, project and management meetings, providing input on passenger experience and implementation requirementsEnsure compliance with collective agreements, data protection, health and safety obligations and airport rules, in addition to applicable company policies, service standards and proceduresLead departmental improvement projects and manage expenditure, procurement and contract-related decisions within delegated authorityMaintain appropriate performance reporting and provide management information and insights to support effective decision-makingRequirementsThe ideal candidate should have:An academic background in Hospitality or a related field would be advantageous but is not essentialSignificant leadership experience within customer service, hospitality, aviation, travel or another high-volume, service-led operational environmentProven experience successfully leading and developing large and diverse teamsDemonstrated ability to develop and implement service strategies, performance improvement initiatives and operational changeStrong track record of improving customer or guest experience through service quality, process improvement, innovation and the effective use of performance dataStrong operational awareness, including experience in workforce planning, resource optimisation and budget managementExcellent leadership, communication and stakeholder-management skills, with the ability to influence effectively across different functions and levels of an organisationStrong analytical and decision-making capability, with the ability to translate customer feedback and operational data into practical actions and measurable improvementsA visible and credible leader with a strong commitment to service excellence, employee engagement and high-performance standardsComposed, visible and decisive during disruptions, escalations and time-critical situationsStrong written and spoken English; Maltese and other languages are considered an assetGood digital literacy and flexibility to attend outside normal office hours when required