Customer Service Team Leader
Ryanair, Ireland

• Continuous monitoring and assessment of the Operational performance of the team, and driving analytical insights around impacts from People, Processes and Policies.
• Initiate/Lead/Support operational improvement projects from initiation to closure and ensure regular communication on the project progress alongside the results.
• Understand and evaluate the impact of upcoming policy/product/process changes on the Operation and support on the creation of action plans to implement these changes effectively with your team.
• Recommend new and/or improved, SOP’s that support the staff’s effective execution of their day job
• Develop effective working relationships with peers in customer service and other areas of the business.
• Independent problem solving and decision making.
• Generate new ideas and solutions and feedback to drive change
• Learn quickly, enjoy working independently and have the proven ability to multi-task and work under pressure in a busy environment.

Requirements

• At least 3 years’ experience in a customer service environment, preferably with exposure to working in cross functional teams or projects.
• Displays understanding of Ryanair’s relevant business areas, Special Assistance, Newskies, Contact Centre Support, and Customer Service etc.
• Excellent communication, presentation and networking skills with an ability to tailor approach to the different levels in the organisation.
• A proven track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities toward professional growth.
• Ability to learn quickly and to work independently and under pressure in a busy environment.
• Positive attitude and ability to be a team player.
• Strong facilitation and organizational skills.
• Working knowledge of Microsoft Office programs such as Outlook, Excel and Word.

Job Rewards and Benefits