Lead Customer Service Agent – Barcelona Airport

About the role

Join the Barcelona airport team as a Lead Customer Service Agent, reporting to the General Manager/Airport Services Manager. You will provide front‑line leadership, ensure safe and reliable operations, and deliver outstanding service to passengers while meeting company goals.

Key responsibilities

• Coordinate daily airport operations and act as the highest point of escalation in the GM’s absence.
• Perform ticketing, gate, check‑in and BSO functions as required.
• Lead and direct both internal staff and contracted vendors, ensuring compliance with contractual agreements and company standards.
• Resolve customer issues, interface with crew/IOC, and substitute for the GM/ASM when needed.
• Maintain station administration, produce daily/monthly reports, and manage shift schedules and timesheets.
• Contribute to performance reviews, monitor attendance, enforce uniform and grooming standards, and ensure required training is completed.
• Carry out any other reasonable duties consistent with the position.

Required profile

• Strong working knowledge of airline reservation and customer‑service systems.
• Excellent communication and listening skills.
• Strong interpersonal and organizational abilities.
• In‑depth knowledge of airline customer‑service and ramp policies, procedures and standards.
• Ability to adapt quickly and take control in unforeseen situations.

Required skills

What we offer

• Opportunity to work for a global airline brand at a major European hub.
• Dynamic environment with travel benefits and professional development.