Customer Services Duty Manager

• Customer Service Duty Manager
• Based at East Midlands
• Permanent

Why EMA?

Every year, East Midlands Airport connects over 4 million passengers with more than 80 destinations across Europe and is also the UK’s number one provider of pure freight services. Part of the largest UK owned airport operator group, MAG, East Midlands Airport supports over 6,000 jobs and generates around £300m each year for the region. 

Sustainability is one of our core values, and it shapes everything we do. We're committed to protecting the environment and supporting our local communities.  Our programmes include airport and airline decarbonisation, comprehensive education, skills and employment support and community engagement initiatives including volunteering opportunities. 

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 building inclusive environments in which our people can thrive. You’ll also have access to some great benefits including: 

• Bonus scheme 

• 10% company contribution pension 

• 25 days holiday plus bank holidays 

• Free parking 

• Subsidised public transport 

• Huge range of company discounts 

• 2 volunteering days per year 

• Free Virtual GP service, available 24 hours a day, 7 days a week 

• Care Concierge service  

The role

The Customer Services Duty Manager is entrusted with the pivotal role of overseeing the Customer Services team. Acting as the deputy to the Customer Services Department Manager, the role holder will lead and inspire the frontline teams, fostering a culture of exceptional customer service. Additionally, the incumbent will actively lead and contribute to various improvement projects and development initiatives within the terminal, ensuring an effortless airport experience for all customers. 

What will make you successful in this role

• Excellent customer service and communication skills, with the ability to provide compassionate, attentive support to a diverse range of passengers and stakeholders.
• Strong teamwork, leadership and coaching abilities, with experience motivating teams, collaborating across departments and adapting to changing operational demands.
• Proven problem-solving skills and attention to detail, ensuring challenges are resolved efficiently while maintaining exceptional service standards.
• Adaptable and confident working within a fast-paced airport environment, with the ability to respond effectively to changing priorities, regulations and operational requirements.
• Proficient in using computer systems and software for data interpretation and passenger information management.
• Previous management or leadership experience within aviation, hospitality or a similar customer-focused environment is preferred, alongside knowledge of airport operations, security procedures and airline protocols.
• Multilingual skills would be advantageous, supporting communication with a wider range of customers.

Equal Opportunities & Reasonable Adjustments

We’re building something brilliant at MAG: a diverse team of Journey Makers who share our values and want to make a difference. We’re on a mission to be number one in our industry, and that takes talent in all its forms. With so many exciting roles across our airports and businesses, there’s space for your unique strengths to shine.

Whether this is your first role or your next big step, we want to hear from you – even if you don’t think you tick every box. What matters most is what you bring.

We’re proud to be a Disability Confident employer. If you need any adjustments to support your application or interview, just let us know. We’re committed to helping you perform at your best.

At MAG, every journey matters. Our Colleague Communities play a big part in that: Women’s Network, Embrace (Race & Ethnicity), Fly with Pride (LGBTQIA+), Mind Matters (Mental Health), PACT (Parents & Carers), RespectABILITY (Disability & Neurodiversity), and the CAVU Global ID&E Affinity Group.