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About Brussels Airlines
Brussels Airlines is the national airline of Belgium with its home base at Brussels Airport. Our mission is to be the most reliable airline, making everyone feel at home. We are passionate about what we do, whether it’s on board, in an office, in the hangar or at an airport. Our people are recognized for always going above and beyond and for constantly challenging themselves.
Mission
Create, improve and follow-up on information flows, communication processes, procedures and tools in order to support own and outsourced agents in providing customer oriented answers in line with our commercial principles, legal obligations and corporate identity (values/brand positioning). Proactively look for ways to further increase customer satisfaction and loyalty by, among others, fostering efficiency through lean processes and digitization. Regular reporting and follow up on the Customer Relations KPIs/OKRs. Provide legal support to an experienced and motivated team while enabling a close cooperation with the legal department of SN. Establish clear guidelines to allow the efficient resolution of legal claims that do not require the intervention of legal advisors.
Key Result Areas
Monitor and challenge processes in order to proactively propose process improvements to optimize the efficiency and the quality in Brussels and by the outsourced partners in general - more specifically at the level of the work distribution, volumes, service- and quality levels. Provide feedback and, if necessary, propose corrective actions to the Head of Customer Experience & Customer Services & Ancillary Services.
Coordinate and improve the working flow between the different sub-departments and increase cross departmental cooperation, while taking measures to improve the efficiency within the department. Notably but not exclusively: Refunds, Service Centre, Ancillaries, Network/planning, OCC, Legal, Baggage Claim, …
Manage & organize the feeding process of the legal case platform with necessary elements/evidences for lawyers. Identify and file GDPR / data privacy related cases for further treatment with the DPC.
Generate reports and follow up on SLA’s, NPS, processing,… Follow up on and steer business activities internally and with the suppliers, undertake appropriate corrective actions
Liaise and follow-up with IT and the providers on new releases, issues (bugs, blocked cases, …) and requests (log-ins, new features, …) mainly related to Targenio, OSS, but not exclusively. Create/maintain related training material. Follow-up with IT on all issues related to software and hardware. Supports the deployment of new solutions as business expert.
Follow up of the budget. Control and follow up of the supplier invoices.
Build upon existing competences, coach and train the team in view of increasing the decisional autonomy. Provide support to the team in their daily tasks. Plan and organizes the team activities. Perform team appraisals. Support the team with legal advices is required.
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What we offer