Customer Service Improvement Officer

About the role

The Customer Service Improvement Officer will lead customer service and operational improvement initiatives for the Hamad International Airport (HIA) Operations Team. This role designs and delivers training, workshops and campaigns that enhance service quality and operational efficiency.

Key responsibilities

• Develop and deliver customer service and operational improvement campaigns, training sessions and workshops for the HIA Operations Team.
• Design training programmes and maintain a comprehensive training file for the terminal operations staff.
• Monitor the customer feedback portal, analyse trends and produce reports with recommendations for improvement.
• Conduct performance evaluations of the Operations Team with support from the Customer Service Specialist.
• Assist in investigating customer‑related complaints and propose corrective actions.
• Support service recovery tools during emergencies or major disruptions to protect the overall passenger experience.
• Perform any other duties as directed by the Head of Department.

Required profile

• High School/Vocational/Diploma with at least 4 years of relevant experience, or a Bachelor’s degree with at least 3 years of relevant experience.
• Proven experience in classroom training delivery.
• Excellent command of the English language.
• Strong interpersonal, mentoring and coaching abilities.

Required skills

What we offer

• Opportunity to influence service standards at a world‑class airport.
• Professional development through diverse training projects.