Job Description

Role :

Team Leader Vendor Relations & Customer Experience.

Location :

London Heathrow (Hybrid 3 days in the office 2 days from Home)

Department :

Vendor Relations & Customer Experience

Salary : 30k-35k per annum

Reports To:

COO

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About DiamondAir International

DiamondAir International is a global leader in premium airport concierge services, helping thousands of travellers navigate the world with ease. We pride ourselves on delivering seamless, personalised experiences through innovation, attention to detail, and exceptional customer care.

Key Responsibilities

Team Leadership & Customer Service

Lead, coach, and inspire a team of customer service agents to exceed performance targets Monitor daily inboxes, ensuring timely and accurate responses to client inquiries and bookings Handle escalations and complex customer issues with professionalism and empathy Implement training programs to enhance service delivery and team development

Vendor Relations & Coordination

Build and maintain strong relationships with global service partners (chauffeurs, Meet & Assist providers, lounge providers, Carriers) Negotiate service agreements and performance standards Monitor vendor KPIs and conduct regular reviews & audits to ensure compliance and quality Resolve vendor-related issues swiftly to maintain service continuity

Operational Excellence

Collaborate with Reservations leadership and Operational teams to ensure smooth service execution Identify process improvements and implement best practices across customer and vendor touchpoints Support the rollout of new services and markets through vendor onboarding and training

Reporting & Strategy

Generate performance reports for internal stakeholders Contribute to strategic planning and service innovation initiatives Stay informed on industry trends and customer expectations to drive continuous improvement

Skills & Experience

Proven experience in customer service leadership, ideally in travel, hospitality, or aviation Strong vendor management and negotiation skills Excellent communication and interpersonal abilities Proficiency in CRM systems and Microsoft Office Suite Ability to thrive in a fast-paced, high-pressure environment Detail-oriented with strong problem-solving skills

What We Value

A passion for delivering exceptional service A proactive mindset and willingness to go the extra mile Integrity, transparency, and loyalty Creativity and innovation in solving challenges Respect for diversity and teamwork

Benefits

Competitive salary Hybrid working model (3Days in / 2 Out) minimum Employee discounts and company events Career development opportunities within a growing global brand
Job Types: Full-time, Permanent

Pay: 36,238.74-49,291.02 per year

Benefits:

Bereavement leave Company events Discounted or free food Employee discount Health & wellbeing programme On-site parking
Work Location: In person