Team Leader, Customer Services - Ireland DUB

Descripción del puesto:

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 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 metrics. Including 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. 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
Feel free to be yourself at American
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at American.
EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY
American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising