Customer Service Manager

About the role

We are seeking a Customer Service Manager to lead our airport‑based Customer Services department. The role combines operational oversight, budget management and stakeholder liaison to ensure a seamless, safety‑compliant experience for airline passengers across the Caribbean.

Key responsibilities

• Oversee day‑to‑day operations of the Customer Services department, ensuring compliance with company, airline and airport regulations.
• Manage the use and maintenance of company property, office equipment and other assets in line with policies.
• Handle the department’s operating budget, driving productivity and efficiency throughout the financial year.
• Liaise with airport authorities, airlines and government agencies to meet safety, security and procedural requirements.
• Conduct monthly meetings with supervisory staff to review performance and address issues.
• Maintain employee training records and schedule training sessions to keep skills current.
• Coordinate with the Health and Safety Committee to review airport, company and airline requirements.
• Review departmental compliance regularly and propose improvements.
• Create and maintain customer service procedures, policies and standards aligned with group and client expectations.
• Report to senior management on KPIs, budget, HR, equipment, customer relations and operational matters at least once a month.
• Attend all required operational meetings and represent the company at committee functions.
• Document all customer service activities, including complaints and compliments, and provide timely corrective actions.

Required profile

• Demonstrated ability to thrive in a diverse, multicultural environment.
• Experience managing budgets and improving departmental efficiency.
• Proven track record of overseeing training programs and maintaining accurate records.
• Strong liaison skills with airport authorities, airlines and government agencies.
• Leadership experience in a customer‑focused, aviation or travel setting.

Required skills