Job Description

The Service Recovery Agent (Supervisor) is responsible for leading customer escalation handling, managing service recovery cases, and overseeing critical back-office activities within the 24/7 Service Recovery Desk. Acting as the operational owner of escalated matters, the Supervisor ensures cases are resolved efficiently, coordinates with internal stakeholders, and safeguards compliance with SLAs, company policies, and customer experience standards. The role provides leadership coverage, strategic decision-making, and operational continuity across all shifts.

Decision-Making Authority

• Service Recovery Actions Approve recovery actions within authorized limits as defined by company policy.

• Escalations to Senior Management Authorize escalations for cases exceeding delegated authority or requiring strategic decisions.

• Operational Decisions Make real-time decisions on resource deployment, shift adjustments, and workload prioritization during high-demand periods.

• Recovery Strategies Determine appropriate strategies for complex or sensitive cases based on merit, risk, and commercial impact.

• Exceptions Management Approve or reject requests for exceptions to standard procedures, documenting rationale and escalating when required.

Key Accountabilities

• Operational Leadership Lead day-to-day operations of the 24/7 Service Recovery Desk, ensuring staffing coverage across all shifts. Oversee workload distribution, case prioritization, and resource allocation to meet SLA commitments. Monitor real-time performance and take corrective action when required.

• Case & Escalation Management Take ownership of high-profile escalations and executive complaints. Review and approve recovery actions beyond standard authority levels, ensuring proper documentation and commercial justification. Maintain oversight of the escalation matrix and ensure timely case closure.

• Governance & Quality Assurance Govern callback commitments, track SLA adherence, and conduct quality reviews of case handling. Identify recurring issues and systemic failures, driving corrective actions and process improvements. Support incident management and continuity during disruptions.

• Stakeholder Coordination Collaborate with Contact Centre Operations, Guest Relations, Commercial, Airport Operations, Revenue Management, Refunds, Flight Editing, and Digital teams. Act as liaison with senior management, providing timely updates on critical cases and representing the desk in operational forums.

• Performance & Development Conduct coaching, one-to-one meetings, and performance evaluations. Identify training needs, support onboarding, and foster a high-performance culture focused on accountability, collaboration, and customer-centricity.

• Reporting & Continuous Improvement Produce operational reports and dashboards, analyze data to identify trends and risks, and recommend improvements. Lead continuous improvement initiatives and contribute to the refinement of service recovery policies and procedures.

Qualifications

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

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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