Head of Customer Service - Contact Centre Operations
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.
The Customer Services department at Ryanair is currently seeking a Head of Customer Service Operations to lead it's expanding team. Reporting to the Senior Director of CS, this is a permanent position and is based in our Swords HQ. This role will manage the performance of our two internal contact centres her in our Dublin HQ and Madrid office, and our three outsourced operations across Europe.
- 5-10 Years experience managing large scale call centre operations
- Experience in contract production and negotiation
- Strong track record in performance management of both in house and outsourced operations
- Experience in improving quality and efficiency across multiple lines of business