Farnborough Airport

About the Company

Farnborough Airport is Europe's leading business aviation airport offering an ideal gateway to London. With an award winning terminal, hangars and fixed based operations, the airport offers a complete portfolio of business aviation services dedicated to delivering a seemless customer experience. The most modern airport of its kind offering a 5 star service with no compromises to passengers, crew and aircraft.

Listed Jobs

Company Name

Farnborough Airport

Job Title

Customer Service Duty Manager

Job Description

**Job title:** Customer Service Duty Manager **Role Summary:** Lead and manage daily customer service operations at an airport terminal, ensuring exemplary service for passengers, crew, and visitors. Oversee staff scheduling, performance, and compliance, coordinate with terminal operations and ground handling, resolve incidents, maintain safety and procedural standards, and provide accurate reporting. **Expectations:** • Deliver five‑star customer service consistently. • Manage shift staffing, overtime, and performance. • Resolve operational, staffing, compliance, and customer complaints promptly. • Maintain safety, security, and environmental compliance. • Represent company values in all interactions. • Support training needs and asset maintenance. **Key Responsibilities:** - Supervise shift operations, ensuring high‑quality customer service. - Plan and authorise staff coverage and overtime in partnership with the Customer Service Manager. - Conduct performance reviews and assist with recruitment and employee matters. - Perform Agent and Concierge duties as required, modeling company procedures. - Liaise with Terminal Operations and Ground Handling to coordinate daily operations and contingency plans for adverse weather. - Enforce SOPs for safety, security, and efficiency, and conduct routine checks on assets and terminal facilities. - Collaborate with the Training Manager to identify and deliver training programs. - Compile comprehensive daily shift reports, record delays, and document complaints. - Report complaints to management immediately. - Attend management and airport meetings as requested. - Uphold company values (Proud, Passionate, Ambition, Together) and support community volunteering initiatives. - Demonstrate adherence to health & safety, compliance, environmental, and data protection regulations. - Provide ad‑hoc support for departmental activities as needed. **Required Skills:** - Proven people‑management experience. - Strong organisational, planning, and prioritisation skills. - Excellent verbal and written communication. - Proficient computer skills (MS Office, ERP). - High attention to detail and commitment to a five‑star service standard. - Ability to make concise decisions and solve problems under pressure. - Leadership ability to influence and mentor a team. - Flexibility, proactive attitude, and capacity to work unsupervised. **Required Education & Certifications:** - Right to work in the UK and full valid UK driving licence or equivalent. - 5‑year continuous employment/education record with no unexplained gaps. - Clear Criminal Record Check (CRC) to required security clearance level. - Farnborough Airport Airside Driving Permit (must be obtained/maintained). - No specific degree requirement; relevant experience and qualifications are acceptable.

Farnborough, United kingdom

On site

26-11-2025