1+ months

Team Leader, Customer Services - Ireland DUB

American Airlines
Dublin, D D01

Please make sure you have the legal right to work and live in the E.U. prior to applying to this position. Please note that the possession of an U.S. passport does not qualify for a work permit in the E.U.


Location: Dublin Intl Apt (DUB-TRML) 
Requisition ID: 35673 


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

This role is part of the Dublin Customer Services team within the International & Cargo division. You will work as part of the Customer Services leadership team to support and develop a team of Customer Service agents to deliver 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 (1)

Health & Safety

  • Maintain and promote the Company H & S policies and procedures
  • Report all accidents and injuries to the General Manager 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 to the Duty Managers
  • Conduct the initial employee injury investigations and report findings to the General Managers for their analysis and further investigation
  • Participate in the Customer Services safety meetings
  • Complete the required number of safety observations per month and enter into the PFS system


Leading & Managing Others (an identified group of Agents)

  • Be responsible for attendance and performance
  • Ensure effective return to work interviews are conducted on return from sick leave
  • Provide feedback on a regular basis including coaching & counseling
  • Conduct investigations and first level disciplinaries
  • Seek guidance and support from the People Team (Human Resources) on employee issues
  • Conduct annual performance reviews
  • Identify training needs and liaise with the Team Leaders responsible for training and Duty Managers on further action
  • Ensure training compliance
  • Take an active part in recruitment and induction of new hires
  • Monitor all aspects of the customer experience and allocate resource to ensure correct staffing levels are maintained at all times
  • Alert the Duty Managers of any shortfall in 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 General Manager on service failures
  • Monitor the teams excess baggage collections and T-REX overrides if applicable
  • Attend meetings when requested
  • Proactively support CEL initiatives

Operational cover

  • Support daily operations within the department in any capacity required
  • Provide and ensure the best possible level of customer service at all times
  • Resolve customer service and operational problems
  • Report PRM service failures to OCS and General Manager
  • Prepare and deliver agent operational briefings
  • Monitor, document and take corrective action on ATR discrepancies, code 35 & 39 baggage mishandlings and Immigration fines
  • Ensure customer contact points are adequately maintained
  • Ensure the appearance of our facilities and customer contact points is to an acceptable standard, this to include signage and Tensa barrier positioning
What you'll do (2)

Administration (if applicable)

  • Assist with compiling the department’s rosters and obtain General Manager sign off before publication
  • Prepare the department’s daily work sheets
  • Check staffing levels in all work areas before requesting the allocation of overtime from a Duty Manager
  • Monitor and maintain accurate records for shift changes and vacation bids
  • Check the daily exception log and notify the relevant Team Leader of any attendance issues
  • Compile the month end report for Duty Managers showing lost time, overtime and headcount
  • Be responsible for overseeing TTS supplies and relevant stock control
  • Report TTS supplies shortages to Customer Services admin support for stock re-ordering


Training (if applicable)

  • Be responsible for identifying Agent training requirements throughout the department
  • Be responsible for reviewing and adapting existing training courses or designing new courses
  • Deliver new hire familiarization training
  • Support the Acting Operational coordinator training
  • Deliver on the job training as and when required
  • Ensure 100% compliance on required training is achieved within the Agent group
  • Identify noncompliance to the relevant Team Leader
  • Monitor station training compliance and report findings to General Manager
  • Provide training support to other airports and DUB airport services as and when required
  • Liaise with FSU as and when required


Projects (if applicable)

  • Take ownership and lead on specifically identified projects e.g. quarterly newsletter etc.
  • Carry out any other reasonable duties consistent with the post
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Completed BSAT training
  • Excellent SABRE/QIK skills in all areas of Customer Services or willingness to learn
  • Completed LCRO training
  • Proven experience of working in an airline customer services environment
  • Proven experience or ability to effectively manage people
  • Ability to effectively manage and resolve workplace conflict
  • Knowledge of Company’s policies & procedures
  • Strong interpersonal skills
  • Strong customer focus
  • Strong administration and organizational skills
  • Excellent communication skills (written, listening and verbal) 
  • Ability to maintain confidentiality and be respectful of opposing views and opinions
  • Ability to multi-task and prioritize demanding and conflicting workloads
  • Ability to work independently using own initiative and demonstrate a solution orientated approach
  • A team player
  • Ability to deal with difficult discussions sensitively and effectively
  • Good computer skills (Word, Excel, PowerPoint, Outlook)
  • Have a reliable and flexible approach to working hours (weekends, bank holidays, early and late start and finish times)
  • Available to stay for delays and cancellation beyond scheduled shift times
  • Confidence, ability to build credibility and working relationships
  • Ability to work under pressure with minimum supervision
  • Willingness to engage in further development
  • Show adaptability and have a willingness to change

Preferred Qualifications- Education & Prior Job Experience

  • Previous leadership/supervisory experience
  • Knowledge of the Health and Safety regulations
  • Previous experience of devising and delivering training
  • Previous experience of managing projects
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.


Job Level: 42/non-management
Requisition ID: 35673 


Posted: 2019-12-17 Expires: 2020-02-14

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Team Leader, Customer Services - Ireland DUB

American Airlines
Dublin, D D01

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