Team Leader, Customer Services – Ireland DUB
Posting Start Date: 4/28/26.
Location: Dublin Intl Apt (DUB-TRML).
Must be in possession of valid documentation to live and work in Ireland.
Intro
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.
This role brings challenges and opportunities for growth, while allowing you to enjoy your life.
Responsibilities
Maintain and promote the Company H & S policies and procedures
Report all accidents and injuries 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
Conduct the initial employee injury investigations and report findings for analysis and further investigation
Participate in the Customer Services safety meetings
Complete the required number of safety observations per month and enter the PFS system
Identify training needs to ensure training compliance
Coordinate & lead all internal and external station compliance audits
Responsible for on-the-day turn metrics including door opening, start of boarding, end of boarding, and below-wing metrics
Drive NPS scores
Promote kiosk usage daily in lobby
GSC (Ground Security Coordinator) training given
Complete security audits
Monitor all aspects of the customer experience and ensure contractor staffing levels are maintained at all times
Alert of any shortfall in vendor staffing levels that may cause an adverse effect on the Customer Services operation
Monitor the service levels received from contractors, and provide constructive feedback on service failures
Monitor the team's excess baggage collections and T-REX overrides if applicable
Attend meetings when requested
Proactively support initiatives
Prepare the department's daily worksheets
Check vendor staffing levels in all work areas
Monitor and maintain accurate records
Be responsible for overseeing supplies and relevant stock control
Administration
Prepare the department's daily worksheets
Check vendor staffing levels in all work areas
Monitor and maintain accurate records
Be responsible for overseeing supplies and relevant stock control
Report supplies shortages to Customer Services admin support for stock re-ordering
Minimum Qualifications
Strong working knowledge of the company's customer service systems
Excellent communicator and effective listener
Strong interpersonal and organizational skills
Knowledge of customer service policies, procedures and standards
Ability to adapt and take control in unforeseen circumstances such as OSO (off-schedule operations) situations
Proven leadership skills
Strong administrative skills
Dedicated and committed to the job and enjoy working with the public
Able to motivate employees in working as a team
Ability to work under pressure and with minimum supervision
Adaptable to change, team player
Reasonable, trustworthy and reliable
Self-motivated and open to development
Willing and able to work in a shift environment including weekends and bank holidays
Willing and able to travel according to business needs when required
Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated.
We encourage success based on individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.
We support and obey laws that prohibit discrimination everywhere we do business.
American Airlines, Inc. fully considers all qualified applicants, including those with a criminal history.
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