Overview of Role: Applications are invited for a Customer Liaison Officer to join our Operations Control Centre in Head Office.
Key Responsibilities
1. Working within the Operations Control Centre acting as a bridge between operations and customer service teams.
2. Liaise with, update & support Customer Contact Centre on disruption.
3. Maintain excellent communication with all our Airport Colleagues.
4. Give guidance on what is required of each station in times of disruption.
5. Oversight and support on LM and Codeshare connections.
6. Follow up disruption to ensure successfully completed.
7. Keep daily disruption log and shift report for publication.
8. Ensure relevant documents to CR, MATO’s to finance etc.
9. Take responsibility for initial contact and confirm passenger communication.
10. Manage any ongoing delay communications.
11. Closing flights in disruption to protect all existing passengers.
12. Creation of new flights for disruption in conjunction with Revenue Management.
13. AD Hoc passenger communication via personalised SMS when required.
14. Assist with off phone customer contact centre administration (Emails / Queues / Reports).
15. Help with media bookings, ad hoc bookings from commercial.
16. Management of the disruption master document.
17. Other duties as directed by management.
Skills and Knowledge
1. Excellent verbal and written skills.
2. Solution Focused.
3. Ability to work under pressure.
4. Flexibility.
5. Organisational skills.
Attitude
This role requires demonstration of company values and behaviours at all times, encouraging others to do so, and so makes a productive contribution to the positive business culture.
Training and Experience
1. Previous, relevant experience in a similar role is an advantage. Training will be provided.
2. Airline/Airport Experience is essential.
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