Customer Contact Team Leader

As a Customer Contact Team Leader in the Customer Contact Department, you will manage a team of Service Ambassadors and Care Executives who will be supporting our customers with their pre-trip, day of trip and post-trip requirements across a range of channels including voice, chat, text, email and eform requests. Our Customer Contact Department helps us to drive Aer Lingus’ ambition by delivering a very human touch to our passengers with a very high level of customer service delivery.

Your responsibilities as a Customer Contact Team Leader will include:

• Works closely with the Site Performance Manager and other Customer Delivery Managers to understand the customer demand patterns across all elements of our customers travel experience and to translate that into resourcing requirements so that workstacks can be allocated based on the business needs.
• To understand the agreed workstack allocation as it effects the team in Dublin and understand the skill set of the attending Service Ambassadors and Care Executives to get the best allocation of work across the available team.
• To support and assist the teams as they conduct their work and provide the subject matter expertise or collaboration that means we get the best outcome for the customer and the business.
• To be very familiar with the policies and procedures that underpin the pre-trip requirements including an understanding of pricing, luggage enquires, special meals and seat requirement or any special assistance that might be required.
• To understand and respond to the fact that from time to time when customers go into disruption as a result of a cancelled flight, the whole operation will switch activities to support our customer requirements to be re-ticketed which will be a priority activity across the estate.
• To support the post trip requirement across compensation requests, claims or complaints and support the team as they use available case management, Artificial Intelligence and analytical tools to better serve our customer requirement to have their issue resolved and managed in a timely manner using all available automation tools.
• Set clear goals for the team members around performance, behaviour and support of our customers’ requirements and maintain a track of agent performance through the available reporting as well as provide regular coaching to staff.
• Supervises, trains, provides work direction and problem-solving assistance to Service Ambassadors and Customer Care Executive.
• Understanding the work stack allocation and performance goal setting for the team members in attendance for the shift you are managing and ensuring that the work is delivered to the required standards.
• Coaching team members on a daily, weekly, monthly basis, as well as weekly Staff Activity tracking.

We are looking for an individual with experience / qualifications in the following areas:

• Supervisory experience preferred.
• Minimum of 5 years Customer Service-related experience.
• Proven ability to multi-task and work in a fast-paced environment.
• Knowledge of Aer Lingus policy and consumer protection rights.
• Working knowledge of Microsoft Office, specifically Word and Excel.
• Ability to navigate through Astral.
• Excellent interpersonal and communication skills.
• Proficient people and performance management skills.
• Conflict resolution skills.
• Excellent organizational and follow-up skills.
• Understanding of Aer Lingus brand.
• Time-management skills.
• Fluent in English, both written and spoken.
• Eligible to live and work in the EU.
• Hold a current unrestricted worldwide passport.

Closing Date: 03rd of July 2024

At Aer Lingus, we embrace diversity and believe in providing equal opportunities to all qualified individuals. We are dedicated to cultivating an inclusive and respectful work environment that values employees unique backgrounds, experiences, and perspectives. We do not discriminate based on race, gender, sexual orientation, age, disability, or any other protected status. If you have any questions or require any accommodations to support you in your application, please contact us at recruitaerlingus.com.