Service Recovery Supervisor

Job Description

Decision Making Authority

• Approve service recovery actions within authorised limits as defined by the company compensation and service recovery policy framework.
• Authorise escalations to senior management for cases exceeding delegated authority or requiring strategic decisions.
• Make real-time operational decisions regarding resource deployment, shift adjustments, and priority reallocation during high-demand periods.
• Determine appropriate recovery strategies for complex or sensitive customer cases based on assessment of merit, risk, and commercial impact.
• Approve or reject requests for exceptions to standard procedures, documenting rationale and seeking higher approval where required.

Operational Leadership

• Lead and manage the day-to-day operations of the 24/7 Service Recovery Desk, ensuring adequate staffing coverage across all shifts including nights, weekends, and public holidays.
• Oversee daily workload distribution, case prioritisation, and resource allocation to meet operational demands and service level commitments.
• Monitor real-time operational performance, backlog levels, and case ageing, taking immediate corrective action where required.
• Ensure compliance with all company policies, customer experience standards, and regulatory requirements governing service recovery activities.

Case & Escalation Management

• Take ownership of high-profile customer escalations, executive complaints, and sensitive cases requiring senior-level attention and discretion.
• Review and approve service recovery actions that exceed standard authority levels, ensuring commercial justification and proper documentation.
• Ensure all cases are managed through to closure with accurate tracking, documentation, and customer communication.
• Maintain oversight of the escalation matrix, ensuring cases are routed appropriately and resolved within defined timeframes.

Governance & Quality Assurance

• Ensure governance of all callback commitments, tracking adherence to callback service level agreements and following up on overdue commitments.
• Conduct regular quality reviews of case handling, documentation standards, and customer interactions to ensure consistency and excellence.
• Identify recurring issues, root causes, and systemic failures, driving corrective actions and process improvements.
• Support incident management and business continuity activities during operational disruptions, irregular operations, and crisis events.

Stakeholder Coordination

• Coordinate cross-functional resolution with internal stakeholders including Contact Centre Operations, Guest Relations, Commercial, Airport Operations, Revenue Management, Refunds, Flight Editing, Digital, and other support teams.
• Act as the primary operational liaison between the Service Recovery Desk and senior management, providing timely updates on critical cases and operational matters.
• Represent the Service Recovery Desk in operational meetings, working groups, and improvement initiatives.

Performance & Development

• Conduct one-to-one meetings, performance coaching, and development planning for direct reports.
• Manage team performance through objective setting, regular feedback, and formal performance evaluations in alignment with HR frameworks.
• Identify training needs and support the onboarding and competency development of new team members.
• Foster a high-performance culture focused on accountability, collaboration, and customer-centricity.

Reporting & Continuous Improvement

• Produce accurate and timely operational reports, management information, and performance dashboards.
• Analyse operational data to identify trends, highlight risks, and recommend improvement opportunities.
• Lead and participate in continuous improvement initiatives aimed at enhancing service recovery processes, tools, and customer outcomes.
• Contribute to the development and refinement of service recovery policies, procedures, and authority matrices.

Experience – Essential

• Minimum 5 years of experience in airline customer service, contact centre operations, or service recovery roles.
• Minimum 2 years of supervisory or team leadership experience in a 24/7 operational environment.
• Demonstrated expertise in airline passenger service regulations, fare rules, and commercial policies.
• Proven experience managing customer escalations, complaints, and complex service recovery scenarios.
• Strong working knowledge of contact centre technologies, CRM platforms, and case management systems.

Experience – Desirable

• Experience in a large-network airline or multinational aviation organisation.
• Knowledge of industry-specific regulations (IATA, local aviation authority requirements).
• Previous exposure to revenue management, refunds, or airport operations functions.
• Experience with process improvement methodologies (Lean, Six Sigma, or equivalent).

Qualifications – Essential

• Bachelor’s degree in Business Administration, Aviation Management, Hospitality, or a related field; or equivalent combination of education and experience.
• Professional certification in customer experience, service management, or contact centre operations (e.g., COPC, CCXP, or equivalent).

Qualifications – Desirable

• Postgraduate qualification in Business Management, Aviation, or a related discipline.
• Change management or project management certification (e.g., Prosci, PRINCE2, PMP).
• Lean Six Sigma Green Belt or equivalent process improvement certification.

Additional Information

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