{"id":1111480,"url":"https://alion.io/job/maltairport-head-customer-services","title":"Head - Customer Services","company":{"id":678791,"name":"Malta International Airport","domain":"maltairport.com","url":"https://alion.io/company/maltairport","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":78,"open_postings":16,"ghost_share":0.375,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":55,"computed_at":"2026-11-15T07:52:55Z"}},"role":null,"role_family":null,"seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Luqa, Malta"],"countries":["MT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":61000,"max_usd":124000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":317},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-09-22T12:21:38Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-11-10T07:02:04Z","board_verified":false,"closed_at":"2026-11-10T07:02:04Z","days_open":48,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":18},"description":"The Head of Customer Services is responsible for providing strategic and operational leadership to the Customer Services function, leading a large team to consistently deliver a safe, efficient and high-quality passenger and guest experience across the airport. The role will set and drive service standards, foster a high-performance and accountable culture, optimise resources and processes and champion innovation and continuous improvement.\nResponsibilities\nProvide strategic leadership and direction to the Customer Services function, establishing clear priorities, expectations and high-performance standards.\nDevelop and implement customer service strategies and initiatives that enhance the guest experience and support organisational objectives.\nLead, inspire and develop a large team, fostering a culture of ownership, accountability, collaboration and continuous improvement.\nOversee service quality and assurance processes, monitoring performance against agreed standards and ensuring that corrective and improvement actions are effectively implemented and embedded.\nAnalyse guest feedback, service metrics and operational performance to identify trends, recurring issues and opportunities for service improvement.\nDrive innovation, automation and process optimisation to improve operational efficiency while enhancing the quality and consistency of services provided to guests.\nEnsure effective workforce and resource planning in line with operational requirements, service demand and approved budgets.\nDrive employee engagement, performance and retention, ensuring that individual and team objectives are aligned with departmental and organisational priorities.\nWork collaboratively with internal departments and external stakeholders to deliver a consistent and cohesive approach to improving the overall airport guest experience.\nEnsure departmental operations comply with applicable company policies, service standards, procedures and stakeholder requirements.\nPlan departmental operations around passenger traffic, flight schedules, events, disruption scenarios and changing business needs, ensuring appropriate structures, resources and escalation channels are in place to support effective service delivery across the terminal and relevant VIP service areas.\nAct as the senior escalation point for complex guest matters, service failures and departmental operational issues, and maintain effective risk, incident escalation, business continuity and service recovery arrangements.\nOversee key departmental processes, including guest assistance, Lost and Found administration, VIP service coordination and other assigned services.\nWork with People & Culture on recruitment, onboarding, performance management, succession planning, employee relations and organisational development, while identifying training needs and promoting collaboration, wellbeing and a safe working culture.\nBuild and maintain strong relationships with airlines, ground handlers, concessionaires, service providers and relevant external stakeholders, coordinating action on recurring service issues, agreed standards and corrective measures.\nRepresent Customer Services in operational, project and management meetings, providing input on passenger experience and implementation requirements.\nEnsure compliance with collective agreements, data protection, health and safety obligations and airport rules, in addition to applicable company policies, service standards and procedures.\nLead departmental improvement projects and manage expenditure, procurement and contract-related decisions within delegated authority.\nMaintain appropriate performance reporting and provide management information and insights to support effective decision-making.\nRequirements\nThe ideal candidate should have:\nAn academic background in Hospitality or a related field would be advantageous but is not essential.\nSignificant leadership experience within customer service, hospitality, aviation, travel or another high-volume, service-led operational environment.\nProven experience successfully leading and developing large and diverse teams.\nDemonstrated ability to develop and implement service strategies, performance improvement initiatives and operational change.\nStrong track record of improving customer or guest experience through service quality, process improvement, innovation and the effective use of performance data.\nStrong operational awareness, including experience in workforce planning, resource optimisation and budget management.\nExcellent leadership, communication and stakeholder-management skills, with the ability to influence effectively across different functions and levels of an organisation.\nStrong analytical and decision-making capability, with the ability to translate customer feedback and operational data into practical actions and measurable improvements.\nA visible and credible leader with a strong commitment to service excellence, employee engagement and high-performance standards.\nComposed, visible and decisive during disruptions, escalations and time-critical situations.\nStrong written and spoken English; Maltese and other languages are considered an asset.\nGood digital literacy and flexibility to attend outside normal office hours when required.","description_format":"text","description_chars":5263,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Maltese","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Transport Infrastructure","Air Transport"],"lifecycle":[{"event":"open","at":"2026-09-22T12:21:38Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/maltairport-head-customer-services","json_url":"https://alion.io/job/maltairport-head-customer-services.json","meta":{"generated_at":"2026-11-15T22:20:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18144,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678791},"rest":"https://alion.io/mcp/rest/get_company?id=678791"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmaltairport-head-customer-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmaltairport-head-customer-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmaltairport-head-customer-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/maltairport-head-customer-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmaltairport-head-customer-services"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1111480}},{"tool":"search_jobs","arguments":{"company":"maltairport.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1111480},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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