Customer Services Manager

• Customer Service Manager (Terminal Operations & Assisted Travel)
• 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

We’re looking for a Customer Service Manager who thrives in a fast‑paced operational environment and can lead from the front: inspiring teams, strengthening performance, and shaping the end‑to‑end airport experience for all customers, including those who require additional assisted  travel support.

As Customer Service Manager, you’ll provide visible, values‑led leadership across terminal operations. You’ll lead and inspire frontline colleagues across Customer Services and Assisted Travel, driving service excellence, continuous improvement, and customer‑led transformation — ensuring every journey is effortless, inclusive and consistently high quality.

You’ll operate at scale in a high‑volume airport environment, with responsibility for workforce leadership, resource planning and operational performance — influencing key cost drivers such as staffing models, deployment efficiency, training investment and absence management.

What will make you successful in this role

• Customer Service Excellence — empathetic, professional service with strong communication, adapting your approach to meet diverse customer needs and resolve issues effectively.
• Collaborative Working — proven ability to work inclusively with colleagues, leaders and cross‑functional airport teams to deliver a joined‑up customer journey.
• Problem Solving & Decision Making — strong judgement in complex or time‑critical situations in a fast‑paced operational environment.
• Attention to Detail — consistently high standards of accuracy across operations, customer interactions and compliance requirements.
• Adaptability & Resilience — comfortable adjusting priorities in response to changing operational demands, regulations and service expectations.
• Leadership Capability — experience motivating, coaching and developing a large and diverse team, role‑modelling positive behaviours and building accountability and engagement.
• Digital & Systems Competence — confidence using operational IT systems and tools (including passenger information and check‑in systems), with the ability to learn new technologies quickly.
• Regulatory Knowledge – Assisted Travel — sound understanding of the assisted travel regulatory framework and customer rights, applying this knowledge day‑to‑day to deliver safe, inclusive experiences.
• Management Experience — demonstrable leadership experience, ideally in aviation, transport, retail, hospitality or another high‑volume, customer‑facing operational environment.
• Understanding of Airport Operations — knowledge of terminal processes, customer booking systems, security requirements and airline/ground handling interfaces, and how these combine to deliver safe, efficient outcomes.

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.