Team Leader - Customer Solutions

Ryanair Europe's leading low-cost airline, known for revolutionizing air travel with its affordable fares and extensive network of routes across the continent and beyond is expanding its operations. With a commitment to making air travel accessible to all, connecting travellers to over 40 countries and operating more than 3,000 flights daily. As Ryanair continues to grow and innovate, delivering exceptional customer service remains a cornerstone of its success.

Role: The Team Leader will oversee a team of Customer Solutions Agents who will handle customer complaints and escalations, ensuring smooth operations and maintaining high standards of customer service excellence. Team leaders are the “secret sauce” to a successful team.

Desired Profile: 1-2 years in Team Lead/Managerial role in similar industry, excellent coaching, mentoring & motivational skills, ability to create and execute timebound performance plans with agents, build positive relations with their team, excellent communication, and presentations skills.

Responsibilities:

-          Provide leadership, guidance, and support to the customer service team, fostering a positive and collaborative work environment.

-          Conduct weekly 1-1 meetings a team huddles.

-          Monitor team performance metrics and implement strategies to achieve and exceed targets for customer satisfaction, response times, and resolution rates.

-          Conduct regular coaching and training sessions to develop team members' skills and enhance their performance.

-          Handle escalated customer issues and resolve complex problems in a timely and efficient manner.

-          Collaborate with other departments to streamline processes and improve the overall customer experience.

Requirements

-          Excellent communication skills in English and Polish (additional languages such as French or Spanish are a plus).

-          Proven experience in a leadership or supervisory role within a customer service environment.

-          Effective communication and interpersonal skills, with the ability to motivate and inspire team members.

-          Excellent organizational and time management abilities.

-          Knowledge of customer service principles and practices.

-          Flexibility to work shifts as needed.

-          Expert into all of Ryanair’s practices and policies.

-          Able to provide police clearance and verifiable references.

Last updated on Jul 31, 2024