Your role

As a High Value Loyalty Customer Executive in the Customer Department, you will be responsible for providing exceptional customer support to our high value loyalty members. Assist with troubleshooting problems, advising customers through technical challenges, closing, tracking and reporting on these issues. Our Customer Department helps us to drive Aer Lingus’ ambition by working with third party agencies and the wider Aer Lingus call centre, operational areas and commercial teams.

Your responsibilities as a High Value Loyalty Customer Executive will include:

• Ensuring all loyalty communications with our most valuable members, including phone, email and webform queries are prioritised and responded to effectively and in a customer focussed way within agreed SLA’s.
• Taking ownership and being proactive while supporting our stakeholders and service providers to resolve escalated queries.
• Ensuring effective and on brand communication to AerClub Members, informing them of our products and programme features and benefits and fulfilling member benefits as requested.
• Actively promoting our NPS.
• Accurately auditing and maintaining AerClub members accounts utilising all necessary systems.
• Acting as an AerClub ambassador for colleagues, both internally and all 3rd pty providers to deliver consistency in line with Aer Lingus/ AerClub policies.
• Working closely with other departments to ensure agreed service levels and self-service functionality is delivered.
• Compiling, analysing & distributing regular reports when required for AerClub Management team.
• Support any ad hoc marketing/ promotional activity which on occasion may require weekend cover during hours of 10.00am – 6.00pm.
  
  

Your Qualifications And Key Criteria

We are looking for an individual with experience / qualifications in the following areas:

• Proven ability to analyse and resolve problems quickly.
• Ability to work under pressure in a dynamic environment.
• Familiarity with the Frequent Flyer Loyalty procedures or the ability to quickly learn such.
• Computer literate, proficient in data entry, use of email with a good knowledge of Microsoft Office, with knowledge of Astral & CLS desired but not essential (as full training will be supplied).
• Excellent punctuality and attendance record.
• Good understanding and awareness of the commercial challenges facing the business.
• Provide 3 verifiable references.
• Able to pass a strict airport security vetting procedure which includes a 5 year background check* (or be in possession of a current airside pass for the airport this position is based in).
• Excellent communication and interpersonal skills.
• Ability to use own initiative while working as part of a team.
• Ability to be able to prioritize & manage tasks.
• Strong attention to detail.
• Flexible and adaptable with a positive attitude to change.
• Fluent in English, both written and spoken.
• Eligible to live and work in the EU.
• Hold a current unrestricted worldwide passport.
  
  

Closing Date: 03rd November 2023

At Aer Lingus, we embrace diversity and believe in providing equal opportunities to all qualified individuals. We are dedicated to cultivating an inclusive and respectful work environment that values employees' unique backgrounds, experiences, and perspectives. We do not discriminate based on race, gender, sexual orientation, age, disability, or any other protected status. If you have any questions or require any accommodations to support you in your application, please contact us at recruit@aerlingus.com.

Division / Department

Commercial - Marketing, Retail & Digital Experience