Deputy Director - Customer Services
Ryanair is Europe’s favourite airline, carrying 120m p.a. on more than 2000 daily flights from 86 bases, connecting over 200 destinations in 33 countries. We have a fleet of over 360 Boeing 737 aircraft, with a further 305 Boeing 737’s on order, which will enable us to lower fares and grow traffic to 200m p.a. by FY24. We have a team of more than 12,000 highly skilled aviation professionals delivering Europe’s No.1 on-time performance, and an industry leading 31-year safety record.
As a result of our continued growth and commitment to our ‘‘Always Getting Better’’ programme we are looking to recruit a Customer Operations Director.
Customer Services at Ryanair
120m passengers choose to fly with us this year and through our ‘’Always Getting Better’’ programme we are passionate about exceeding our customers’ expectations. Whether it is via social media, on the phone or online, we are on hand to provide vital support to our customers when they need it most. The continued drive to improve our customer experience has been reflected in the record passenger numbers and load factors we have had over the last 3 years.
A newly created position, we are looking to recruit a Deputy Director who will help us to continue to drive a first class customer service to our passengers.
As a key point of contact within the business, your role will be to build strong relationships within Customer Service and other key areas of the business, driving process and identifying service improvements that impact the service we provide to our customers.
You will manage key initiatives for Customer Services such as the Customer Service Digital Improvement, Service Design, Change and Process Improvement. Your focus will be to ensure that our customers’ expectations are exceeded and business is retained through a transparent, speedy and innovative customer service offering.
As The Deputy Director of Customer Services you will work with all business areas to ensure every customer touch point is a positive one.
The role will be based in our Head Office in Swords, Co Dublin, where you will report directly into the Senior Director of Customer Operations.
The Person we would like to hire…
- Experience of managing a fast paced customer service/contact centre function within a large multi-national
- 7+ Years working within a customer service management, operations or related position.
- Proven track record of implementing process improvement within Customer Service.
- Digital / Technical Customer Service Expertise
- Proven leadership skills.
- Somebody who can think quickly on their feet.
- Results driven, ambitious with a strong passion to succeed.
- Customer centric.