Ryanair are now hiring for a Customer Escalations Co-ordinator to join Europe's Largest Airline Group.
This is an excellent time to join Ryanair as we look to grow our operations significantly within the next decade, reaching over 800 aircraft and serving millions of guests annually.
Role Overview
The Customer Escalations Co-Ordinator will support the performance management of our Customer Service team (Internal and External) while working closely with our Customer Service Manager.
Key Responsibilities
* Monitor and coach staff to enhance performance and effectiveness.
* Assist with recruitment and training of new team members.
* Implement Process Improvements – Review current processes to identify opportunities for streamlining.
* Efficiently handle complaints and escalations.
* Identify recurring or emerging issues and escalate them to relevant channels.
* Investigate and report on all escalations, highlighting areas for improvement.
* Liaise with cross-functional stakeholders across the business to resolve issues.
* Maintain detailed records of all escalations, including customer and internal communications.
* Provide weekly reports to senior management on escalation trends.
* Perform ad-hoc tasks related to customer service.
Requirements
* Fluent English is essential.
* Excellent knowledge of Microsoft Office Suite.
* Natural problem-solving ability.
* High level of interpersonal and written communication skills.
* Detailed orientation; ability to work independently.
* Flexibility and enthusiasm with excellent communication skills.
Benefits
* Competitive Salary.
* Discounted and unlimited travel to over 230 destinations.
* Defined Contribution Pension Scheme.
* Death in Service Benefit – Up to twice annual basic salary.
* 20 Days Annual Leave – Increases to 22 Days after 12 Months service, and 25 Days after 3 years service.
* Option for additional 5 unpaid leave days per year.
* Cycle 2 Work Scheme.
* Unrivalled Career Progression.