Newskies and Customer Service Disruption Manager
Join Europe's Largest Airline Group as a Newskies and Customer Service Disruption Manager. This is an excellent time to grow with Ryanair as we expand to over 800 aircraft and 300m guests per year within the next decade.
Key Responsibilities:
* Lead a team of Disruption/Newskies Agents in effective communication with passengers during disruptions, supporting customer queries at 240+ airports.
* Collaborate with Ops Control Centre, Social Media, and Internal Comms teams to ensure timely updates on flight status and disruptions.
* Work closely with Senior Management to implement changes to work practises and improve customer comms workflows.
Duties Include:
* Participating on the bridge in the OCC as a full-time member of the team.
* Managing Newskies Helpdesk Support Agent as well as the disruption management agent.
* Providing escalation support for Newskies Helpdesk agents and the Customer Service Management team.
* Constantly thinking about automation and improving customer comms workflows.
* Highlighting any issues to senior management if required and proposing solutions.
Requirements:
* Ability to lead, support, and guide a team of agents.
* A proactive approach to dealing with errors and complaints.
* Excellent written and oral communication skills.
* Excellent organisational skills, proven track record in leading and supporting a team.
Benefits:
* Competitive salary.
* Discounted and unlimited travel to over 250 destinations.
* Defined Contribution Pension Scheme – Matched up to 5% or €5,000.
* Death in Service Benefit – Up to 2 times of annual basic salary.
Competencies:
* Computer Skills.
* Customer Service.
* Job Knowledge.
* Leadership.