Ryanair are currently recruiting for a Newskies and Customer Service Disruption Manager to join Europes Largest Airline Group.

This is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests per year within the next 10 years.

As the the Newskies and Customer Service Disruption Manager, you will lead a team of Disruption/Newskies Agents in how to communicate effectively with passengers during all disruptions and to support the 240+ airports with customer queries. While dealing with key internal customers such as our Ops Control Centre, where you will spend part of part of your time on the Bridge in the OCC supporting effective decision making and actions ensuring delivery of the best outcome for the efficient running of daily operations, as well as keeping customers up to date as to what is happening with their flight.

Central to your role will be to work closely with the Social Media and Internal Comms teams making sure that broadcast platforms are up to the minute to include redlines and social media broadcasts.

This role is based on a rostered 4 days on and 4 days off basis

Duties Include:

• Participating on the bridge in the OCC as a full-time member of the team
• You will be part of an operation that is operates 24/7/364, this requires flexibility and an ability to work dynamically.
• Managing Newskies Helpdesk Support Agent as well as the disruption management agent’s…
• Providing escalation support for Newskies Helpdesk agents.
• Providing escalation support for the Customer Service Management team , PR Department.
• Constantly thinking about automation and improving customer comms workflows,
• Helping the team execute daily tasks to the highest standard
• Supporting senior management in implementing any changes to work practises.
• Highlighting any issues to senior management if required and propose solutions to the problem.
• Management of cancelations reschedules and general operations and commercial changes.
• General administration duties and adhoc reporting at the request of the Customer Service Managers

• Ability to lead, support and guide a team of agents.
• A proactive approach to dealing with errors and complaints and an ability to dynamically organise tasks and activities
• Excellent written and oral communication skills
• Excellent organisational skills, proven track record in leading and supporting a team
• Availability and ability to work weekend cover where needed and commitment to working the shift
• Knowledge of Ryanair policies & procedures, is desirable
• Previous Airline experience an advantage but not essential
• Previous Call Centre experience an advantage but not essential

• Competitive salary
• Discounted and unlimited travel to over 250 destinations
• Defined Contribution Pension Scheme – Matched up to 5 or 5,000
• Death in Service Benefit – Up to 2 times of annual basic salary
• 20 Days Annual Leave – Increasing to 22 days after 12 months and 25 days after 3 years of continuous service.
• Option for up to 5 additional unpaid leave days per year
• Cycle 2 Work Scheme
• Unrivalled career progression