Service Recovery Supervisor

Overview

The Service Recovery Supervisor is responsible for leading the 24/7 Service Recovery Desk, managing escalated customer cases, and executing essential back-office duties to ensure outstanding service recovery in an airline environment.

Key Responsibilities

• Manage daily operations of the service recovery team across all shifts, including nights, weekends, and holidays.
• Distribute workload, prioritize cases, and allocate resources to meet service levels and operational demands.
• Handle high-profile customer escalations and sensitive complaints by taking ownership through resolution.
• Make real-time decisions regarding service recovery actions, staff deployment, and priority adjustments during peak times.
• Approve or reject recovery and escalation requests within authorized limits, escalating complex matters to senior management as needed.
• Ensure thorough documentation of cases, compliance with policies, and maintain records of customer interactions.
• Oversee governance of callback commitments, and perform quality assurance through regular case reviews.
• Identify root causes of recurring issues and drive continuous process improvements.
• Coordinate efforts with multiple internal departments including operations, revenue management, digital teams, and airport services.
• Lead performance management, coaching, and training initiatives for direct reports to foster a customer-focused culture.
• Prepare timely operational reports and analyze data trends to inform improvements in service recovery procedures.
• Support incident management and business continuity efforts during disruptions.

Qualifications and Experience

• Minimum 5 years of relevant experience in airline customer service, contact centre operations, or service recovery functions.
• At least 2 years in supervisory or team leader roles within a 24/7 operational setting.
• Strong knowledge of airline passenger regulations, fare rules, and commercial policies.
• Demonstrated ability in handling escalations and complex recovery cases effectively.
• Familiarity with contact centre technologies, CRM, and case management platforms.

• Preferred: Experience in large-network airlines, regulatory knowledge (IATA, local aviation authorities), and exposure to revenue management or airport functions.
• Desirable certifications include Lean Six Sigma, project/change management (e.g., PMP, PRINCE2), and professional qualifications in customer experience or service management.

Educational Requirements

Bachelor's degree in Business Administration, Aviation Management, Hospitality, or a related field, or an equivalent mix of education and experience. Advanced degrees or professional credentials in business or aviation disciplines are advantageous.

Additional Information

Etihad Airways is more than just the UAE’s national carrier; it is committed to shaping the future of global aviation through its ambitious “Journey 2030” growth strategy. This role offers an opportunity to be part of a visionary team delivering exceptional customer experiences and operational excellence.

Recruitment Caution

Applicants should beware of scams involving fake job offers purportedly from Etihad. The company will never ask for personal bank details or payments during hiring, and all interviews are conducted face-to-face or via video/telephone.