Customer Service Graduate

Role overview

This graduate programme in customer service is based in Dublin and sits within a leading airline group. It is designed to expose graduates to several parts of the business while building commercial awareness, analytical thinking, and practical experience in aviation operations.

The programme includes structured rotations across multiple teams, ongoing guidance from senior leaders, and opportunities to visit different parts of the network to better understand the company’s operations. It is intended to help graduates build strong professional relationships and develop a broad view of the airline industry.

Programme structure

Participants complete four rotations across the following areas: Legal, Operations, Digital Transformation, and an overseas placement with the claims centre in Madrid.

Rotation details

• Operations: Help manage vendor activity, monitor performance measures, suggest improvements, support recruitment logistics for the in-house customer services team, and contribute to quality and CSAT improvement work.
• Legal: Take part in commercial discussions with external legal partners, support legal performance reporting with data analysis, assist with substantial litigation matters, review defence drafts for evidence completeness, help coordinate witnesses and hearings, and contribute to legal publications and case-law updates.
• Digital Transformation: Assist in planning and delivering projects that affect customer service and passengers, work on initiatives spanning Legal, Operations, and Disruptions, use customer feedback to improve journeys, train a Gen AI chatbot, and support voice and virtual conversation tools powered by AI.
• Finance: Handle daily banking tasks for weekly payment cycles, maintain payment files, check cost-centre accuracy, analyse costs in areas such as baggage, disruptions, and PTC, support correct posting of legal fees, assist with month-end close, and provide general ad hoc finance support.
• Disruptions: Coordinate with Ground Operations Training on airport issues, inform passengers about delays, cancellations, and schedule updates through email, SMS, push notifications, and the Day of Travel app, update website notices, create disruption videos, and work with systems teams on bugs and defects.

Requirements

• You should be studying a relevant degree and have achieved, or be on course to achieve, at least a 2.1 result.
• You must have graduated no earlier than 2023.
• You need unrestricted permission to live and work in Ireland, and to travel freely across the network.
• You should bring strong analytical ability with a focus on efficiency, quality, and continuous improvement.
• You must be able to perform well in a busy, high-pressure, fast-moving environment.
• Good organisational and people skills are essential.
• You should be comfortable working independently and taking initiative.
• Clear spoken and written communication is required.
• Strong computer literacy is needed, including Word, Excel, and PowerPoint.
• A good sense of humour and a relaxed attitude are also valued.

Benefits

• Competitive pay that rises in the second year.
• Discounted, unlimited travel to more than 250 destinations.
• Defined contribution pension scheme with employer matching up to 5% or €5,000.
• Death-in-service cover of up to two times annual basic salary.
• 20 days of annual leave, increasing to 22 days after 12 months and 25 days after three years of continuous service.
• Option to take up to five extra unpaid leave days each year.
• Cycle to Work scheme.
• Strong prospects for career progression.

Additional information

Business unit: Office

Division: Customer Service