Chief Customer Services Officer
AI summary
Uganda Airlines is hiring a Chief Customer Services Officer to lead end-to-end customer experience across cabin services, ground operations, baggage, lounges, and service recovery. The role is based in Entebbe, Uganda, and closes on 1 Oct 2026.
- Executive leadership role overseeing the full passenger journey at Uganda Airlines
- Based in Entebbe, Uganda, with responsibility for cabin and ground operations
- Application deadline is 1 Oct 2026
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in security, hospitality, call_centerThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Chief Customer Services Officer evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Uganda Airlines and the role in Not specified.
- Add concrete examples related to security, hospitality, call_center, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Ugandan Jobline; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-10-01.
Source and safety check
- Ugandan Jobline
- Original source link available
- Application method is clear
- Deadline is available: 2026-10-01
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Chief Customer Services Officer role in security, hospitality?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Uganda Airlines before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
- Home
- ›
- Jobs
- ›
- Uncategorized
- Chief Customer Services Officer Jobs – Uganda Airlines
- Uganda Airlines
- Contract
- Posted
- 9 hours ago
- Closes 1 Oct
- ☆
- Job Title:
- Chief Customer Services Officer
- Organisation:
- Uganda Airlines
- Duty Station:
- Entebbe, Uganda
- About Organisation:
- Uganda Airlines is the flag carrier of Uganda. The company is a revival of the older Uganda Airlines which operated from 1977 until 2001. It began flying in August 2019.
- Job
Summary
The Chief Customer Services Officer (CCSO) is accountable for the safe, compliant, consistent and commercially responsible delivery of the Uganda Airlines customer
Experience
Deadline: 1
across the passenger journey. The role provides executive leadership for cabin services, ground operations, passenger handling, baggage services, travel-document verification, ramp and turnaround coordination, ground support equipment, catering and lounges, service recovery, customer complaints and claims. The CCSO establishes service standards, ensures operational readiness and regulatory compliance, protects customers during normal and disrupted operations, and works across the Company to deliver a dependable service promise that strengthens loyalty, reputation and sustainable growth.
Key Duties and
Bachelor’s degree in aviation management, Hospitality Management, Business Administration, Tourism, Customer Experience, Operations Management or another relevant discipline from a recognized institution or the equivalent in Airline Commercial experience.
A master’s degree aviation management, Hospitality Management, Business Administration, Tourism, Customer Experience, Operations Management or another relevant discipline from a recognized institution or the equivalent in Airline Commercial or service industry working
of ten (10) years.
Professional training in airline customer service, ground operations, cabin services, safety management, service quality, hospitality or leadership is a MUST.
At least twelve (12) years of progressively responsible aviation, transport or complex service-industry experience, including at least ten (10) years in a senior leadership role with substantial responsibility for people, budgets and delivery of multi-location service.
Demonstrated airline
across several of the following areas: ground operations, passenger handling, cabin services, catering, lounges, baggage services, disruption management, customer relations or claims is a MUST.
Sound working knowledge of applicable civil aviation safety and security requirements, passenger-handling controls, service-provider oversight, consumer obligations and airline conditions of carriage.
Proven
leading service transformation, managing major operational disruptions, overseeing outsourced providers and presenting executive recommendations based on customer and operational data.
Must be 45 years and above
Knowledge, skills and competencies
Customer
strategy and service design
Airline ground operations and passenger handling
Cabin service, cabin safety and crew leadership
Catering, lounge and inflight-product management
Baggage operations, tracing and claims governance
Disruption management and service recovery
Safety, security, quality and regulatory judgement
Supplier, contract and service-level management
Financial management and resource prioritization
Data-led performance management and root-cause analysis
Clear executive communication and stakeholder influence
People leadership, coaching and succession development
Calm, fair and decisive leadership under pressure
How to Apply:
All candidates should send their applications online at the link below
Opens the employer’s application page
Apply Now →
NB: The applicants shall apply and submit their application and resumes through the website and additionally send a copy of application to
directors@ugandairlines.com
st
October 2026
NB: Only shortlisted candidates will be contacted.
For more of the latest jobs, please visit
https://www.theugandanjobline.com
or find us on our facebook page
https://www.facebook.com/UgandanJobline
Level of
in Months: 144
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Responsibilities
- Customer service strategy and executive leadership
- Develop and execute the customer service strategy, annual service plan, manpower priorities and budget in support of corporate objectives and the Uganda Airlines brand promise.
- Translate customer needs, operational
Requirements
and commercial priorities into clear service standards, accountable owners, delivery milestones and measurable outcomes.
Advise the Chief Executive Officer and Board on customer experience, service risks, operational readiness, complaints and claims trends, and material service investments.
Chair customer service performance reviews and ensure timely corrective action where service, safety, punctuality, baggage, catering, lounge or customer-recovery performance falls below target.
End-to-end customer journey and service standards
Own the design and consistent delivery of customer service standards from airport arrival and check-in through boarding, in-flight service, arrival, baggage delivery and post-travel support.
Define service procedures for different customer groups, including premium customers, customers requiring special assistance, unaccompanied minors, disrupted passengers and customers with accessibility needs.
Ensure service standards are practical, trained, measured and aligned across cabins, airport, catering, lounges, commercial and digital touchpoints.
Use customer insight, operational data and frontline feedback to remove recurring pain points and improve customer proposition.
Cabin services, safety and crew performance
Provide executive oversight of cabin service operations, safety standards and training, service product and grooming, senior pursers and cabin crew.
Ensure cabin services comply with applicable civil aviation (UCAA) requirements, approved manuals, safety procedures, security
and the authority of the aircraft commander.
Ensure adequate numbers of qualified, current, medically fit and properly rostered cabin crew are available for the approved operating programme.
Oversee cabin crew recruitment requirements, induction, recurrent training, checking, performance management, grooming, conduct and service consistency.
Promote professional standards, crew resource management, fatigue awareness, safety reporting, just culture and disciplined compliance with standard operating procedures.
Ground operations and passenger handling
Provide executive oversight of Entebbe hub and network ground operations, station management, passenger check-in, boarding, flight monitoring, travel-document verification and passenger assistance.
Ensure stations are operationally ready and comply with Company procedures, airport requirements, immigration and destination-document controls, security obligations and applicable service-level agreements.
Maintain effective controls over passenger acceptance, denied boarding, special-service requests, boarding reconciliation, baggage acceptance and other departure-control processes.
Lead the business and technical evaluation, recommendation, selection and ongoing oversight of ground handlers and catering service providers across the entire network, working through approved procurement, legal, finance, safety and quality processes to ensure selected providers can meet Uganda Airlines’ safety, service, operational-readiness, cost and contractual-performance requirements.
Ramp, turnaround and ground support equipment
Oversee ramp activities, turnaround coordination, load-control interfaces, aircraft handling, loading supervision, cabin grooming, transport support and use of ground support equipment.
Ensure safe and punctual turnarounds through clear milestones, role ownership, escalation protocols and close coordination with Flight Operations, Maintenance, Security, Catering and airport partners.
Ensure ground support equipment is suitable, available, maintained, safely operated and supported by competent personnel and reliable records.
Drive reduction of controllable ground delays, aircraft damage, handling irregularities, unsafe practices and avoidable turnaround failures.
Baggage services and tracing
Set and enforce standards for baggage acceptance, reconciliation, loading, transfer, delivery, tracing and customer communication.
Ensure effective use of WorldTracer and other approved systems, timely file creation and updates, proper custody of baggage, and accurate reporting across stations and service providers.
Review mishandled baggage trends, root causes, recovery time, compensation exposure and repeat failures; require corrective action at responsible stations and providers.
Ensure baggage claims and compensation are handled fairly, consistently and within applicable conditions of carriage, conventions, laws and approved authority limits.
Catering, lounges and in-flight service product
Lead the catering and lounge strategy, standards, supplier arrangements, menus, provisioning controls, service presentation and product-development priorities.
Establish, document and continuously improve ground and inflight service standards, ensuring they are practical, trained, measured and consistently applied across stations, lounges, cabins and service providers in line with the Uganda Airlines service promise.
Ensure catering and lounge services meet food-safety, hygiene, security, special-meal, allergen-control, quality and regulatory requirements.
Align catering uplift and lounge capacity with schedules, aircraft type, passenger loads, route profiles, cabin configuration and approved service specifications.
Control wastage, stock, equipment, service recovery and supplier performance while protecting product quality and customer value.
Customer relations, complaints, claims and service recovery
Establish accessible and consistent processes for receiving, investigating, resolving and learning from complaints, compliments, claims and customer feedback.
Set service-recovery and compensation principles within approved conditions of carriage, laws, policies and delegated authority, with appropriate Legal and Finance review.
Ensure customers affected by delays, cancellations, misconnections, denied boarding, baggage disruption or service failure receive timely information, care and resolution.
Monitor complaint volumes, ageing, recurrence, compensation cost, root causes and customer sentiment, and ensure responsible departments close systemic issues.
Provide executive oversight of sensitive, escalated, reputational or high-value customer cases and ensure accurate records and defensible decisions.
Safety, security, quality and regulatory compliance
Ensure Customer Services activities comply with applicable civil aviation, occupational health and safety, aviation security, dangerous goods, public health, consumer-protection, data-protection and accessibility requirements.
Support the Company’s Safety Management System by ensuring hazards are reported, risks are assessed, mitigations are implemented and safety actions are closed effectively.
Maintain readiness for UCAA, IOSA, security, quality and customer-service audits; ensure findings and corrective actions are closed within agreed timelines.
Ensure controlled manuals, procedures, training records, operational records and service-provider documentation remain current, complete and accessible.
Stop or escalate any customer service or ground activity where safety, security, regulatory compliance or aircraft protection cannot be assured.
Operational resilience and disruption management
Ensure customer care is fully integrated into disruption plans, the Integrated Operations Control Centre and station recovery arrangements.
Establish practical procedures for re-accommodation support, meal and hotel care, special assistance, baggage recovery, customer communication and airport crowd management.
Provide visible executive leadership during significant disruptions and ensure decisions protect safety, vulnerable customers, service fairness, reputation and network recovery.
Conduct post-disruption reviews, quantify service and claims impact, and require corrective action for avoidable failures.
Financial, supplier and resource management
Own the Customer Services budget and resource plan, ensuring prudent expenditure, reliable forecasting and priority for safety, compliance and operational continuity.
Prepare credible business cases for people, training, facilities, lounges, equipment, service improvements and customer-support technology.
Ensure ground handling, catering, lounge, transport, grooming and other service contracts contain clear standards, measures, audit rights, escalation arrangements and remedies.
Monitor supplier performance, invoices, credits, penalties, wastage and customer-impact costs, and ensure value is obtained without weakening safety or service standards.
People leadership and stakeholder management
Build a capable, ethical and accountable customer services leadership team; set objectives, review performance, develop successors and address capability or conduct gaps.
Maintain visible engagement with cabin crew, airport teams and service partners, ensuring frontline concerns and improvement ideas receive timely attention.
Promote close cooperation with Operations, Commercial, Safety, Security, Finance, People and Culture, Legal, Information Technology and Corporate Planning.
Represent Uganda Airlines with regulators, airports, ground handlers, caterers, lounge providers, immigration authorities, tourism bodies and customer organizations.
Qualifications, Skills and
Education
- postgraduate degree
- Work Hours: 8