Head of Customer Services

This position is critical in ensuring that our passengers have the best possible journey as they travel through London Stansted Airport. You will play a key role in strategic initiatives, delivering and embedding business change, and supporting your team with development and training. Your key responsibilities will be:

• Development and Delivery of Stansted Social Strategy.


• Maintaining and improving customer satisfaction levels.


• Develop customer solutions in collaboration with Commercial departments.


• Influence and drive standardisation of services to improve customer experience.


• Understand and interpret data to ensure continuous improvement.


• Training and development of existing team members.


• Lead customer focused initiatives through a period of transformation.
  
  Experience in a customer focused leadership position.


• People leadership experience and skills.


• Experience designing and implementing customer focused strategies.


• A continuous improvement mindset.


• Experience taking data led decisions to identify issues and improve processes.


• Experience working within a transforming business and a comfortability with change.
  
  Why MAG?


At MAG we provide the airport facilities and travel services that people need to connect with the world. As the largest UK owned airport operator, we serve over 60 million passengers a year from Manchester, London Stansted, and East Midlands Airports. With over 270 destinations across the globe, our businesses not only bring people together but also support the prosperity of the regions in which we operate.

At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to creating environments in which our people can thrive., At MAG we believe in the importance of diversity & inclusion for all. We are committed to creating a workforce that is reflective of our society. As such we welcome applications from candidates from all backgrounds.
We're also committed to well-being with a focus on mental health and supporting colleagues from underrepresented groups through our Colleague Resource Groups.
As a Disability Confident employer we are committed to creating an environment where candidates and employees can perform at their optimum. Please let us know if we can provide you with any reasonable adjustments to aid your application or interview process.
You can contact the team by emailing HR.Recruitment@MAGAirports.com
Our Colleague Resource Groups include: Women's Network, Embrace - Race & Ethnicity Group, Fly With Pride (LGBTQIA+), Mental Health, Parent & Carers, Disabilities including neurodiversity