Ryanair - Customer Service Team Leader

Customer Service Team leader 

Ryanair Holdings plc, Europe’s largest airline group, is the parent company of Buzz, Lauda, Malta Air & Ryanair. Carrying 166.9 m guests p.a. (Forecast FY23) on more than 3000 daily flights from 82 bases, the Group connects over 240 destinations in 40 countries on a fleet of 600 aircraft, with a further 120 Boeing 737s on order, which will enable the Ryanair Group to lower fares and grow traffic to 225m p.a. over the next 4 years.  Ryanair has a team of over 19,000 highly skilled aviation professionals delivering Europe’s No.1 on-time performance, and an industry leading 38-year safety record. Ryanair is Europe’s greenest cleanest airline group and customers switching to fly Ryanair can reduce their CO₂ emissions by up to 50% compared to the other Big 4 EU major airlines.

We are inviting applications for the position of Customer Care Team Leader. The purpose of this position is to assist in the smooth running of the Ryanair CS operation. The successful candidate will be hard working, energetic, self-motivated with a natural ability in problem solving.

Role and Responsibilities

  • Right hand to the Customer Service Manager
  • Assist with the performance management of the Customer Service team (internal and external)
  • Monitoring and coaching staff to improve performance and effectiveness
  • Assist with recruitment and training of new team members
  • Process improvement – review current processes with a view to streamlining where possible
  • Efficient and appropriate complaint and escalation handling
  • Identify recurring or emerging issues and escalate to the appropriate channels
  • Investigate and report on all escalations, highlighting areas for improvement
  • Liaise with cross functional stakeholders across the business to identify cause of issue/escalation and assist with resolution
  • Keep detailed records of all escalations including customer and internal communications
  • Reporting – produce a weekly report for Senior management on escalations
  • Adhoc tasks pertaining to Customer Service

Requirements

  • Fluent English is essential
  • Excellent knowledge of Microsoft Office suite
  • Show a natural ability in problem solving
  • Possess a high level of interpersonal and written skills
  • Detail orientated; ability to complete large volume of work quickly
  • Proactive approach to dealing with errors/complaints
  • Ability to work on your own initiative
  • Personality traits: empathy, enthusiasm, flexibility, patience and excellent communication skills

Benefits

We offer a competitive salary, dynamic work environment, and airline benefits

Apply through this link.