Team Leader, Customer Services - Ireland DUB
Posted 9 hours 54 minutes ago by American Airlines
Posting Start Date: 4/28/26.
Location: Dublin Intl Apt (DUB-TRML).
Must be in possession of valid documentation to live and work in Ireland.
Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you'll travel the world, grow your expertise and become the best version of you. This role brings challenges and opportunities for growth, while allowing you to enjoy your life.
Responsibilities- Maintain and promote the Company H & S policies and procedures
- Report all accidents and injuries at the earliest opportunity
- Report all faulty or hazardous equipment to the relevant authority
- Be responsible for stopping any dangerous practices or behaviors and documenting any resulting corrective actions
- Report unresolved dangerous practices or equipment
- Conduct the initial employee injury investigations and report findings for analysis and further investigation
- Participate in the Customer Services safety meetings
- Complete the required number of safety observations per month and enter the PFS system
- Identify training needs to ensure training compliance
- Coordinate & lead all internal and external station compliance audits
- Responsible for on the day turn metrics including door opening, start of boarding, end of boarding, and below wing metrics
- Drive NPS scores
- Promote kiosk usage daily in lobby
- GSC (Ground Security Coordinator) training given
- Complete security audits
- Monitor all aspects of the customer experience and ensure contractor staffing levels are maintained at all times
- Alert of any shortfall in vendor staffing levels that may cause an adverse effect on the Customer Services operation
- Monitor the service levels received from contractors, and provide constructive feedback on service failures
- Monitor the team's excess baggage collections and T REX overrides if applicable
- Attend meetings when requested
- Proactively support initiatives
- Prepare the department's daily worksheets
- Check vendor staffing levels in all work areas
- Monitor and maintain accurate records
- Be responsible for overseeing supplies and relevant stock control
- Prepare the department's daily worksheets
- Check vendor staffing levels in all work areas
- Monitor and maintain accurate records
- Be responsible for overseeing supplies and relevant stock control
- Report supplies shortages to Customer Services admin support for stock re ordering
- Strong working knowledge of the company's customer service systems
- Excellent communicator and effective listener
- Strong interpersonal and organizational skills
- Knowledge of customer service policies, procedures and standards
- Ability to adapt and take control in unforeseen circumstances such as OSO (off schedule operations) situations
- Proven leadership skills
- Strong administrative skills
- Dedicated and committed to the job and enjoy working with the public
- Able to motivate employees in working as a team
- Ability to work under pressure and with minimum supervision
- Adaptable to change, team player
- Reasonable, trustworthy and reliable
- Self motivated and open to development
- Willing and able to work in a shift environment including weekends and bank holidays
- Willing and able to travel according to business needs when required
Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc. fully considers all qualified applicants, including those with a criminal history.