Customer Service Team Leader, Dublin DUB

Customer Service Team Leader, Dublin DUB

Location: Dublin Intl Apt (DUB-TRML)
Cities: Dublin - Ireland
Requisition ID: 85288
Must be in possession of valid documentation to live and work in IRELAND at the time of applying to this position.

Intro

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. As you embark on a new journey, you'll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

The job is a member of the Customer Services leadership team at Dublin Airport. You will be responsible for ensuring delivery of a safe and first class airport experience to our customers. In addition to the above, you will have responsibility which can include training, administration and identified projects.

What you'll do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

General

• 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 their analysis and further investigation
• Participate in the Customer Services safety meetings
• Complete the required number of safety observations per month and enter into the PFS system
• Identify training needs to ensure training compliance
• Take an active part in recruitment and induction of new hires if applicable
• Monitor all aspects of the customer experience. Ensure contractor staffing levels are maintained at all times
• Alert the 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 to the 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 work sheets
• Check vendor staffing levels in all work areas
• Monitor and maintain accurate records
• Be responsible for overseeing supplies and relevant stock control

Administration (if applicable)

• Prepare the department's daily work sheets
• 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

All you'll need for success

Minimum Qualifications - Education & Prior Job Experience

• Strong working knowledge of the company's customer service systems
• Be an excellent communicator & 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
• Be dedicated and committed to the job and enjoy working with the public
• Be able to motivate employees in working as a team
• Have the ability to work under pressure and with minimum supervision
• Be adaptable to change, team player
• Be reasonable, trustworthy and reliable
• Be self motivated and open to development
• Be willing and able to work in a shift environment including weekends and bank holidays
• Be 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 our 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.