Etihad Aviation Group

1 day ago

Service Recovery Supervisor

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Lead day-to-day operations of a 24/7 Service Recovery Desk, owning customer escalations and high-profile executive complaints end to end. Oversee case prioritization and SLA performance, approve service recovery actions and exceptions within policy, and coordinate with internal teams across Contact Centre Operations, Guest Relations, Commercial, and more. Provide leadership coverage across shifts through coaching, performance management, reporting, and continuous improvement to strengthen recovery processes and customer experience.

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Lead day-to-day operations of the 24/7 Service Recovery Desk, ensuring staffing coverage across shifts and meeting SLA commitments.
•Own high-profile escalations and executive complaints, reviewing and approving recovery actions and ensuring timely case closure with proper documentation.
•Govern callback commitments, track SLA adherence, and conduct quality reviews; identify recurring issues and drive corrective actions and process improvements.
•Collaborate with internal stakeholders including Contact Centre Operations, Guest Relations, Commercial, Airport Operations, Revenue Management, Refunds, Flight Editing, and Digital teams.
•Coach and develop team members through one-to-ones, onboarding support, performance evaluations, operational reporting, dashboards, and continuous improvement initiatives.

Key Requirements

•Minimum 5 years of experience in airline customer service, contact centre operations, or service recovery roles.
•Minimum 2 years of supervisory/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:5+ yearsAirline customer serviceContact centre operationsService recoveryAviation

Education:Bachelor's

Skills:LeadershipCustomer-centricityAccountabilityCross-functional coordinationContinuous improvement

Certifications:COPCCCXPProsciPRINCE2PMPLean Six Sigma Green Belt

Languages:English (UK)

Tech Stack:CRM platformsCase management systemsContact centre technologies

Company Brief

Etihad Aviation Group

Etihad Aviation Group (Etihad Airways) is the national airline of the UAE, operating passenger and cargo services worldwide from Abu Dhabi and providing aviation-related services across hospitality, maintenance and cargo sectors.

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor

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Etihad Aviation Group

1 day ago

Service Recovery Supervisor

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Lead day-to-day operations of the 24/7 Service Recovery Desk, ensuring staffing coverage across shifts and meeting SLA commitments.
•Own high-profile escalations and executive complaints, reviewing and approving recovery actions and ensuring timely case closure with proper documentation.
•Govern callback commitments, track SLA adherence, and conduct quality reviews; identify recurring issues and drive corrective actions and process improvements.
•Collaborate with internal stakeholders including Contact Centre Operations, Guest Relations, Commercial, Airport Operations, Revenue Management, Refunds, Flight Editing, and Digital teams.
•Coach and develop team members through one-to-ones, onboarding support, performance evaluations, operational reporting, dashboards, and continuous improvement initiatives.

Key Requirements

•Minimum 5 years of experience in airline customer service, contact centre operations, or service recovery roles.
•Minimum 2 years of supervisory/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:5+ yearsAirline customer serviceContact centre operationsService recoveryAviation

Education:Bachelor's

Skills:LeadershipCustomer-centricityAccountabilityCross-functional coordinationContinuous improvement

Certifications:COPCCCXPProsciPRINCE2PMPLean Six Sigma Green Belt

Languages:English (UK)

Tech Stack:CRM platformsCase management systemsContact centre technologies

Company Brief

Etihad Aviation Group

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor