Are you passionate about the customer journey experience and looking to take your customer communication expertise to the next level?We currently have 1 permanent and 1 12-month fixed-term position available for an exciting opportunity to join the dynamic world bridging operations and customer care team, as a Disrupt Communication and Recovery Specialist.What can you expect?In the fast-paced world of airline operations, no two days are alike.As a Disrupt Communications Lead, you'll be working alongside key stakeholders to be the guiding voice ensuring customers feel informed, reassured, and cared for during disruptions.This will be achieved by gathering crucial information and translating it into clear, personalised communication, tailored to disrupted customers at a flight level.Roles and Responsibilities will also include:Capture the life cycle of the disruption and recovery efforts in a comprehensive summary report that will be delivered to wider internal stakeholders.Resolve disruption queries across all communication channels.Participate in reviewing improvement opportunities and provide expert advice and insights.Coordinate with various stakeholders across the network and provide timely updates to key managers.Proactively plan for day-to-day operations and major events such as marathons or concerts.What will you bring?Excellent written communication skills with a creative and empathetic flair.Meticulous attention to detail and the ability to multitask.Capacity to work efficiently under pressure autonomously or within a team setting.An appetite for problem-solving with a proactive approach and a growth mindset.Additional Requirements:Must demonstrate flexibility to work varying work schedules including weekends and holidays.Airline operational knowledge would be desirable.Additional Information:Shift-based position (24 hours, 7 days a week, including public holidays and overnight shifts) located at our Auckland Airport Campus.If you would like the opportunity to work in a busy operational environment, championing customer outcomes while making a difference during disruptions, we would love to see your interest.At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We encourage candidates from diverse backgrounds, including those with a disability, additional health and mental health needs, and/or are neurodiverse to apply for our roles.If you have encountered any accessibility barriers and require further information or reasonable accommodations to our recruitment process, please reach out to the recruiter listed on this job advert so they are able to support you to freely participate equitably in our recruitment and selection process.Whaia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina."Seek to bring distant horizons closer. Once near, seize them and make them your reality."
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