Airport Team Leader – Customer Service Management

About the role

Jet2holidays is looking for an Airport Team Leader to manage a team of Airport Customer Helpers in Hurghada. You will ensure the delivery of award‑winning customer service throughout the airport journey, working closely with internal and external partners.

Key responsibilities

• Lead and motivate a team of Airport Customer Helpers, providing coaching, training and regular performance reviews.
• Manage flight disruptions, emergencies and customer escalations using in‑house digital systems.
• Create and issue monthly rosters in collaboration with the UK planning team, adhering to SLA and budget requirements.
• Analyse Management Information (MI) reports and customer feedback daily to drive improvements in CSAT and on‑time performance.
• Conduct scheduled in‑person and virtual team meetings, as well as individual 1‑to‑1 welfare and performance sessions.
• Collaborate with Destination Manager, agents and transfer providers to ensure seamless airport and transfer experiences.

Required profile

• Strong leadership and people‑management abilities.
• Excellent communication and problem‑solving skills, especially under pressure.
• Flexibility to work varied shifts, including early starts, late finishes, split shifts and weekends.
• Ability to analyse data and MI reports to identify improvement opportunities.

Required skills

• Proficiency with digital reporting and management information systems.

What we offer

• Competitive salary with monthly car allowance.
• Local employment contract via a local agent.
• Coaching, development and career progression across Jet2.com and Jet2holidays.
• Recommend‑a‑friend bonus scheme.