Applications are currently being invited for the role of CCC Duty Service Delivery Manager in Dublin. Reporting to the International Operations Manager, the CCC Duty Service Delivery Manager works as part of a team whose responsibility is the day-to-day running of the area which includes working to service level targets, staff engagement, feedback and mentoring. The CCC Duty Service Delivery Manager will manage volume across voice, messenger, social, webform and back-office and deliver a high standard across the varies levels of demand around pre-trip, trip and post-trip customer activity. They will act as the point of contact for Aer Lingus service delivery staff across the 4 locations and their workload is divided into pre-trip, trip and post-trip work stacks that need to be managed on an hourly, daily and weekly basis.

• To be CCC manager scheduled to be present, in line with rostered hours, on site in our OCC (open 24/7 basis), coordinating disruption management ensuring all customers are re-accommodated.
• Manage the best delivery of our customer demands across voice, messenger and the back office using the available human resources to effective means to meet both the value and failure demands of our customers.
• Manage and lead a team of Customer Service Support agents who are responsible for service support across a 7-day a week and 24-hours a day operation.
• Acts as the point of contact for all global customer contact and has a fully authorised command on the full headcount resources for the management of demands and other escalations and investigations.
• To act as the point of contact & CCC SME in any significant events and activates the required level of high touch contact to the effected base.
• This role will coordinate any senior level communications and act as a point of coordination for the status updates for a significant event customer activation within a Red, Amber, Green matrix.
• They Standardise service levels and productivity targets for the service support team, including disruptions, flight queues, refunds, frauds, email handling for the various contact centres activities.
• Participation in emergency reaction planning.
• Provide feedback and prepare reports for Executive, management & Key Stakeholders on a regular basis on the level of customer contact centres and identifying any trends that emerge.

To be considered for the role of CCC Duty Service Delivery Manager, candidates must meet the following:

• 3rd level qualification in Business / Economics / Commerce or relevant work experience.
• Hands-on experience of working in a contact centre environment.
• Warm and welcoming service-delivery mindset with an authentic love of customer service.
• Excellent interpersonal skills.
• Ability to operate effectively in a team environment and on own initiative.
• Enthusiastic and positive work ethic.
• Understanding of Sales Force, AWS, Verint (ConverSocial) and other contact centre telephony and other channel communications tools.
• Proficient use of Microsoft Office and excellent reporting capabilities.
• Excellent listening and verbal communication skills.
• Decision making and problem-solving abilities.
• Ability to prioritise tasks.
• Excellent attendance & punctuality record.
• Fluent in English, both written and spoken.
• Eligible to live and work in the EU.
• Current unrestricted worldwide passport.
• Be in possession or be able to pass a strict airport security vetting procedure which includes a 5 year background check* (or be in possession of a current airside pass for the airport this position is based in Dublin).

Closing Date: 11th February 2025.

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 recruit@aerlingus.com.