Overview Head of Customer Service Location: Dublin Airport Contract: Permanent Swissport UK&I is seeking a Head of Customer Service to oversee customer service operations at Dublin Airport, ensuring exceptional service delivery and operational efficiency. Reporting to the Swissport Station Manager, this role is pivotal in driving customer satisfaction, safety, and business growth while leading a diverse workforce. Responsibilities Safety Leader Assures all employees comply with company rules and procedures and other authority requirements like Health and Safety guidelines To ensure that all people management practices, procedures and processes are implemented consistently across the airport. Implements and monitors the local emergency plan and BCP. Accountable for maintaining a safe work environment through the completion of workplace assessments, trend analysis and performance reviews. P&L Management Accountable for the preparation of the operating budgets for the following year for prior approval by the Station Manager. Continuously analyse financial and operational performance and forecast data to identify trends and to determine progress toward targets. Proactively identify and capture improvement potential where possible. Leadership and Stakeholder Management Establish strong leadership with unit Heads and upper supervisory staff through excellent communication skills and by ensuring a positive work environment. Skills in project management and change management experience. Solves conflicts/irregularities and takes appropriate action. Interpersonal and collaborative skills to influence other areas of the business and teams. Striving to continuous improvement, through positive people management. Setting robust goals and objectives to facilitate people development. Playing an active part through mentoring and coaching in developing the talent pipeline. Support continual employee engagement to reduce team member attrition rates as an employer of choice. Building strong Trade Union relationships. Developing and coaching talent within the business. Quality Focus, Service Delivery and Operational Efficiency Ensuring efficient Resource Planning (manpower, equipment) in collaboration with the planning and resourcing teams. To manage /co-ordinate operations with station management teams to ensure required resources are available in order to deliver consistently high standards. Monitor and control KPIs such as customer service, operational performance and financial performance on a foundation of safety. Address and respond to complaints promptly Ensure that administrative and control policies and procedures are maintained Business Growth and Strategy Is expected to have an entrepreneurial approach to seek and act on opportunities and challenges to maximise the full business potential in the market. Challenging the operational status quo to support improved business performance and growth. Responsibility to develop and enhance the customer relationship at an operational level as well as ensure that any new business/ renewal is commercially aligned and supports delivery of the stations P+L objectives. Relationship Builder Successfully build and develop relationships and complete trust within the business, with particular emphasis on the Head of Department peer group and Business unit Heads, plus relevant central support functions (eg, Finance, HR, Operations Support and QHSE) Maintain close and effective business relationships with customers, trade unions and various control authorities such as Airport Management, and other regulatory bodies. Drive a customer centric culture through your teams, creating an environment that focuses on understanding our customers' needs and their changing business priorities to continually seek to create value and become a true partner of choice understanding the business impact. Qualifications Ability to embrace change in a dynamic environment. Strong communication and relationship-building skills. Collaborative mindset with a flexible and adaptable approach. Commitment to continuous improvement and service excellence. High personal and professional integrity. Strong organizational skills, attention to detail, and ability to prioritize workloads. Qualifications & Experience: University degree or equivalent; advanced degrees or professional certifications are advantageous. Strong business management knowledge, including financial concepts and profitability drivers. Minimum 3 years’ experience with P&L accountability and leadership of large teams. Fluent spoken and written English. This role offers a unique opportunity to shape customer service operations, drive business success, and lead a high-performing team at Dublin Airport. #J-18808-Ljbffr
Overview HR Advisor Location: Dublin Airport The HR Advisor will work closely with the Associate HR Business Partner or relevant strategic HR lead to scope the needs of the business, deliver company-wide HR strategy and implement creative and innovative HR solutions to improve business outcomes. The post holder will be instrumental in supporting managers and business units in the operation by ensuring all HR records and processes are effectively managed and delivered. Although the role will primary focus on MAN, there maybe the requirement to support other Stations in the Region/Network. Responsibilities Day to day you will: Work closely with the Business Partner or relevant Strategic HR Lead to scope the needs of the business, deliver company-wide HR strategy and implement creative and innovative HR solutions to improve business outcomes. Support and work with colleagues and the business to enable the achievement of business outcomes. Provide advise and guidance to Managers on all elements of HR including; Performance Management Disciplinary & Grievance Absence Management TUPE and Union relationships Contracts of Employment Identify where there are gaps and challenges regarding HR process/working relationships and identify solutions where appropriate. Deliver training sessions for Line Managers on HR procedures, performance management, and mentoring. Track and produce Station metrics identifying any trends or areas of concern. Liaise and negotiate with Trade Unions Support and input into strategies to manage attrition, retention and staff engagement. Achieve individual and team efficiencies through improved working practices. Support projects and complex cases, leading and taking ownership as appropriate. Identify opportunities to make proactive changes in work practices that contribute to HR and continuous business improvement by looking for new solutions and innovative ways to solve problems and review whether the changes implemented are effective on an ongoing basis. Qualifications Understanding of pay and benefits Excellent written communication skills and the ability to draft and comprehend complex legal documentation; Excellent attention to detail; Strong verbal communication skills and experience dealing with employees of all levels Ability to deal with confidential information in a discreet and professional manner GDPR understanding and awareness Flexibility and time management, ability to manage conflicting requirements Advanced IT skills including MS Office (Word, Excel, PowerPoint) including mail merge Motivated self starter with passion for developing a career in HR Ability to develop effective relationships with other departments and managers; #J-18808-Ljbffr
Overview Cargo Duty Manager (SNN & ORK) Location: This role can be based either at Shannon Airport or Cork Airport, travel will be required between these sites. Contract: Full-Time, Permanent. To efficiently manage, motivate and engage staff to ensure delivery of customer airline targets whilst complying with all Company and customer procedures, policies and brand values. Responsibilities Job Responsibilities Control and monitoring of the shift and work activities Accountability for production of accurate and detailed Handling Reports as and when required and of a standard suitable for forwarding to customers / internal senior management Maintaining a strict cost control on labour and equipment whilst on shift and possession of foresight to plan ahead for fellow colleagues Management responsibility for all staff, utilising available manpower and equipment resources through warehouse, ramp and office facilities to maximize productivity Monitoring of sickness on a shift to shift basis, ability to conduct sickness interviews together with a thorough knowledge of the disciplinary process/procedures Maintaining compliance in Health & Safety, Training and Qualitywhilst ensuring the relevant statutory, regulatory and company policy requirements are met Maintaining excellent communication with all relevant stakeholders Monitoring and control to ensure smooth operation of Reception Qualifications Qualifications and Competencies High School diploma or higher Minimum of 4 years experience at Supervisory level Thorough working knowledge of Cargo, Warehouse and Rampprocesses Effective leadership, organisationaland communication skills, consistent with a very busy 24/7 Cargo Operation Excellent knowledge of the Operation Office function Good working knowledge. Customer focus and quality awareness with high standards of quality and service level goals Strong resource management and interpersonal skills Ability to work in inclement weather #J-18808-Ljbffr
