• Careers Site Advertising End DateAdvertising End Date:
    20 May 2026
  • Internal Advertising End DateInternal Advertising End Date:
    20 May 2026
  • All LocationsAll Locations:
    Birmingham
  • All DepartmentsAll Departments:
    Customer Experience
  • Vacancy TypeVacancy Type:
    Permanent
  • Advertising SalarySalary Details:
    £32,785
  • Function:
    Terminal Ops
  • About The Role

  • As a Customer Experience Team Leader, you will lead and motivate the Customer Experience (CX) team, ensuring the customer is at the heart of every interaction. You will oversee day‑to‑day terminal operations, support emergency responses, and act as a role model for service excellence, ensuring staff are positioned effectively to deliver outstanding customer journeys.

    Key Responsibilities

    • Lead the delivery of safe, secure, and high‑quality customer service within the terminal.
    • Coordinate CX responses to emergency orders, first aid events, and operational issues.
    • Monitor terminal operations and make timely decisions to maintain smooth passenger flow.
    • Ensure effective deployment of staff, facilities, and operational equipment.
    • Collaborate with internal and external stakeholders to resolve daily operational challenges.
    • Communicate operational updates clearly and promptly to all relevant parties.

    Experience Required

    • Proven experience leading customer‑facing teams in a fast‑paced operational environment.
    • Strong understanding of airport operations, customer service principles, and stakeholder management.
    • Experience handling live customer issues with professionalism, empathy, and calm decision‑making.
    • Ability to manage performance, deliver feedback, and support staff development.
    • Knowledge of health and safety procedures, incident response, and reporting requirements.
    • Confident communicator with the ability to influence, motivate, and build strong working relationships.
  • About Us

  • Birmingham Airport is the UK’s seventh‑largest, with 30 airlines connecting passengers to over 120 direct destinations and more than 400 worldwide. We are on a strong growth trajectory, with forecasts indicating we will serve over 18 million customers annually by 2033. By then, HS2 will link us to central London in just 37 minutes, and we are committed to achieving our ambition of becoming a net zero carbon airport.
     
    Our purpose is: Proud of Every Journey. That means everyone at the airport and the 100 organisations operating on the airport site, taking pride in getting customers safely, punctually, and comfortably from A to B.
     
    By creating a kind, values-driven environment where everyone feels empowered to bring their best to work, we will retain and develop our people – and deliver on our purpose. Our seven pillars, Growth, Customer, Neighbour, Efficiency, People, Safety & Security and Carbon, support the strategic output of the company.
     
    Our values – Curious, Dedicated, Inclusive, Respectful & Supportive guide how our colleagues treat each other as we serve customers with safety and security as our top priority.

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